Ally Kondakova, Customer Service Manager

Hey Zendesk support, 

In our Zendesk, we use several pending statuses, depending on whom we are waiting on, COE, Customer, IT, Finance etc.

To be able to check SLAs and follow up on SLA breaches, we would like to make a report that shows for every ticket

Ticket 12345

Status:  xx hours – Open

Xx hours – Pending COE

Xx hours – Open

Xx hours – Pending finance

Xx hours – open 

Closed 

I found this recipe, but that doesn´t help as it only shows AVG or MED

https://support.zendesk.com/hc/en-us/articles/4408831024922-Explore-recipe-Reporting-on-the-duration-of-fields

I have made a report by ticket with pending status, but the problem is it won´t show the various pending statuses, and the pending there is, is empty?