Tracking On-Hold Tickets


  • Brett - Community Manager
    Comment actions Permalink

    Hey Molly,

    If you're trying to pull on-hold tickets then you could use the On-hold tickets metric listed in our Metrics and attributes for Zendesk Support article. There's also a Reopened tickets metric available you can use in your Explore query.

    As for reporting on the duration between a ticket status being set from on-hold to closed, you'll need to create a custom formula using the following recipe: Explore recipe: Reporting on the duration of fields

    I'll leave this post open in case others can provide additional guidance but I hope this at least points you in the right direction :)



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