How to track the custom ticket status time in Reports using Zendesk Explore

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Permanently deleted user

Publicado 24 nov 2023

Hi, we have a custom field with multiple custom ticket statuses (example: with the custom status we have Open/pending/hold, and under Pending, there is sub category like Awaiting Approval, Remote session etc...)with a dropdown list, Now I'm trying to calculate the average time in each custom status, for example, how long time ticket sits in "Automation". so the formula is created as below: 

IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "Automation")   
THEN VALUE(Field changes time (min))/60   
ENDIF

but seems not giving any value? could you help to check and advice?

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      Elaine

      Hi Lavanya!
       
      Your formula to calculate the average time in the "Automation" status doesn't seem to be producing any values. Ensure accuracy in field names, values, and the logic used in the formula. If the issue persists, consider reaching out to Zendesk Support using the messaging widget for specific assistance.

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