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Pending Status to Open Status

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Kylene Carpenter

Posted Apr 02, 2024

How can I create a report that will show me tickets that were in a Pending Status but moved to an Open Status because the customer responded. I would like to report thi by month and count.

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    Stephan Marzi

    Zendesk Luminary

    Hi Kylene,

    I am working with a trigger which is also setting a follow-up symbol in several situations. This would be definetely a way to show the change of status “pending” to "open". In addition with a tag “status_change_pending” or anything else you would be able to check via report the number of tickets and also the ticket ID as well.

     

    Regards, Stephan

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Kylene,

     

    We can create a custom metric here in the Updates History Dataset:

     

    IF ([Changes - Field name] = "status" AND [Changes - Previous value]= “pending” AND [Changes - New value] “open”) 
    THEN [Ticket ID] 
    ENDIF

     

    You would then use Ticket Attribute [Ticket ID] as a row or drill in.  

     

    Hope this helps!

     

    Brandon

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