Store date-time when ticket status solved

5 Comments

  • Teena Luhadiya
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    Hi, we are trying to capture date and time when a certain field (drop down) field value changes (say from a to b). Zendesk does not have a date time field. How can we report on this date/time when the field value was changed? 

    To add, we are on Enterprise version and do use Insights. Any advice is appreciated!

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  • Andrew J
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    Hello Jon, have you looked at the options for advanced reporting? You need to be on a Pro plan to get these - but there are some incredibly detailed and granular metrics that you can pull.

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  • Jessie Schutz
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    Hey Jon!

    You should definitely be able to track this in Insights. You can find all the info you need on it here: Insights resources (Professional and Enterprise).

     

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  • Jon I.
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    Hi Teena Luhadiya.

    You can track anytime any change made to any ticket by consulting Ticket Audits. Here you'll have a date time field, indicating the exact date & time in which the changes were made.

    Hope it helps! 

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  • Teena Luhadiya
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    Thanks Jon. Not sure how we'll be able to report on it in Insights. We want to be able to track the date and time when the field value is changed against each ticket ID in Insights.

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