Report on KPI which only the first time Pending status



  • Salim Cheurfi
    Zendesk Customer Care
    The best to achieve that would be to use the TimeTracking app and report on it.
    You will be then able to report exactly on each change of status. I would recommend following the documentation "Time Tracking app: Metrics you need to be measuring" to create a calculated metric that will only show the time the ticket was on the status pending when it was updated by an agent for the first time.
    I hope that helps, 
    Have a great day 
  • 武田 慶一

    Hi Salim, 

    Thank you for information.
    Verify whether information can be obtained using the  TimeTracking app.

    Keiichi Takeda


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