Question
I have custom ticket statuses enabled in my account. What are my options to report on tickets with a custom ticket status?
Answer
Custom ticket statuses have limited pre-built metrics available. The reportable attributes for custom ticket statuses are within the Support - Tickets dataset:
- Ticket custom status name
- Ticket custom status category
- Ticket custom status state
These attributes are only available within the Tickets dataset, and are not available within the SLA or Updates History dataset. It is not currently possible to report on the duration of tickets within custom statuses using pre-built metrics. For more information, see the article: Metrics and attributes for Zendesk Support.