• Viktor Osetrov

  • May 02, 2023 15:56

  Zendesk Customer Care

  Hello Dan,
   
  As a workaround, may we suggest setting up triggers with tags to have a matching custom drop-down field with the custom statuses: 
  Open
  Open - Task Assigned
  Open - Passed to Sales
  Open - passed to operations
  
  so you can report these values in the Updates History dataset:
  Reference: Explore recipe: Reporting on the duration of fields
  
  Hope it helps
  
   
  
• Dan McManus

  • May 02, 2023 15:57

  Im sorry I dont understand what you are suggesting or how this would resolve and give me the data I need?

   

• Viktor Osetrov

  • May 03, 2023 11:20

  Zendesk Customer Care

  Hi Dan, 
  
  Yes, for sure. Happy to share. Please take a look at below:
  
  1) For example, I have a custom ticket status: Open - VIP
   
  
  2) Then I have created a trigger for this specific status with an action setting a special tag "VIP_status" if the ticket status changed to "VIP":
  
  
  3) After that you can use the Updates History dataset:
  Reference: Explore recipe: Reporting on the duration of fields
  
  My table for reference with checking the new status time with my custom tag "vip_status":
  
  
  
  Notice: please use this workaround regarding your business needs. 
  For example, you can use a trigger with such actions as: 
  - "set tags"; 
  - "remove tags"; 
  - "add tags" 
  
  Hope it helps
  
  
   
  

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