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Creating a custom report for On Hold tickets

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Daniel Paublini

Posted Mar 10, 2023

Hi, I'm looking for a way to create a report that shows how long tickets are "on hold" and how long it takes to respond to a ticket minus the hold period, for each agent and for the whole team. Any ideas, please? Thanks in advance 

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    Dane

    Zendesk Engineering

    Hi Daniel,

    For the duration a ticket is on-hold, you can use the on-hold time metric. Regarding the response time minus the On-Hold time, you can consider setting up an SLA for Agent Work time.
     
     

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