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Enhance Explore to allow reporting on Suspended Tickets

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Romelee Lantano

Posted Jun 15, 2020

It would be great to have the ability to report on suspended tickets daily count by cause of suspension through Explore.  Currently there is no way to count these tickets except manually since they don't count as tickets when they are flagged as suspended.

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8 comments

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    PT Dadlani

    Is there a way to report on Suspended tickets?

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    Nicole Saunders

    Zendesk Community Manager

    Hi fellownarrator,

    There is not currently capability ro report on suspended tickets in Explore. However, you can pull information about them via the API. Here's the Zendesk API documentation on suspended tickets

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    Tim Obrien

     

    Some basic metrics (say over time, by category, source, etc) on what is being placed into Suspended Tickets (and their categories) would be beneficial to the metrics driven (or aiming to be) customers of Zendesk. Pawning off the business need by pointing to the API, when most customers do not have the capability in house to write the code for using the API is highly disappointing as a response and provides a negative light on your product team not listening to the customers’ needs. Your tooling is placing the tickets in Suspended Tickets, your tooling could easily provide metrics for all customers.  

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    Lawrence Dye

    Not only would this be beneficial as previously mentioned, but downright necessary.

    Lack of reporting on any kind of ticket for a customer support application is a distinct flaw.

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    Yullya Makhanov

    Hello, has there been any update on this?

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    Shawna James

    Community Product Feedback Specialist

    Hello all, thank you for your comments and posts here. I want to confirm that this has been logged for our PM's to review and we will continue to monitor the feedback now. Yullya, there is no update as of today on this feature request however please refer to Nicole's previous comment to support should it be helpful to your use case. Thank you. 

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    Yullya Makhanov

    Great, thank you!

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    Wojciech Smajda

    Zendesk Product Manager

    Hi,

    We appreciate you taking the time to highlight the need for reporting on suspended tickets by cause in Zendesk Explore.

    Your feedback helps us understand what features are important to our users. Although there are no plans to develop this functionality at the moment, we want you to know that your request has been noted.

    Please continue to share your feedback with us, as it is valuable for future enhancements to our platform.

    Thank you for your understanding.

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