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Need to calculate for how long ticket is sitting in pending status.

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Gajanan Pund

Posted Jan 30, 2024

Need to calculate for how long ticket is sitting in pending status, but if ticket has been put on pending multiple times, then I want the time only for current pending status. Which metrics & dataset to use to calculate this in explore reports? or any other formula to use?

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Gajanan Pund -

    For this scenario, you'll be working with the updates history dataset and custom metrics & attributes.
    I believe you'll need to deploy this solution.

    Hope this helps!

    Brandon

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