Sum Of Time In All Text Fields By Type


  • Amy Dee
    Zendesk team member

    Hi Barbi! This sounds like a use case for this recipe: Reporting on the duration of a text field.

    That recipe introduces the [Text Field] Duration in minutes fact, which captures the amount of time a field had a certain value before the value changed. This would allow you to see how long each custom status value was present on the ticket throughout the ticket's lifecycle.

    Please note, this recipe is based on field changes, so it can't capture a duration for the current field value. For statuses, it's best to have a "complete" option at the end to close things out.

    I hope this helps! Happy reporting!


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