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Explore recipe: Creating KPIs for tickets by status



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jun 21, 2024


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3 comments

How can I measure how many tickets I ever had in a specific ticket's custom status?

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Zsa Trias

Zendesk Customer Care

Hello Almog,

Currently, custom ticket statuses can only be reported in the Tickets dataset where updates/events which includes custom ticket status changes are not included.

As a workaround, you may probably set up a trigger to have a matching custom drop-down field so you can report these values in the Updates History dataset.

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The fact I am not able to setup a Dashboard with an accurate view of all Tickets by status as a live metric is really disappointing.

 

This looks like a workaround more than anything else and confuses Dashboard owners.

 

Also apparently in the new Dashboard Builder drill in has been disabled.

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