Reporting on Custom Statuses

18 コメント

  • Shu Anne Tio

    Agreed!

    example:

    we have 2 custom Pending statuses

    • waiting for reply (require details before proceeding with ticket)
    • waiting for approval (confirming if the solution satisfies what was requested)

    and different custom On Hold statuses (depending on which department Agents need support from)

    knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

     

    13
  • Ahmet Tüylü

    We need it ASAP!!!!!!! 

    10
  • Insider Help Center

    OMG! Very useful, this is why i am using Zendesk

    6
  • Ugur Can Guven

    Without reporting, custom statuses won't make sense, we need to have this feature as soon as possible.

    7
  • Almog Zamir

    It is a bit of a shame we can't report on custom status.

    4
  • Tim M

    Not having this ability to report on custom statuses is a grave limitation of reporting. We need to have this included as soon as possible. 

    6
  • Trust Payments Ltd.

    The lack of reporting is meaning we cannot use the custom status functionality. It is stopping us expanding Zendesk use further in our business - and needs addressing asap.

    3
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi all, I just wanted to chime in and mention that you can use the Support - Tickets dataset to report on the following attributes: Ticket custom status name, Ticket custom status category, and Ticket custom status state (whether the custom status is active or not).

    0
  • Trust Payments Ltd.

    Hey Erin, thanks for this.  So are you saying that other parts of the reporting dataset for tickets, such as on the below will dynamically reflect any custom statuses?  

    Are our custom statuses now going to be an attribute with the metric sets? 

    How about when we are reporting on ticket timings and their moving from one status to another - are they all now going to include the custom status where applicable?  

     



    2
  • Tim M

    Erin O'Callaghan - What about he updates dataset? why does this not contain custom statuses? This is the primary need to track events/updates when tickets are moved into custom statuses.

    7
  • Trust Payments Ltd.

    Exactly that, I agree with Tim.  My previous post is still pending approval, I guess because I included an image.  Here it is in text only:

    Hey Erin, thanks for this.  So are you saying that other parts of the reporting dataset for tickets, such as on the below image will dynamically reflect any custom statuses?  

    Are our custom statuses now going to be an attribute within the metric sets? 

    How about when we are reporting on ticket timings and their moving from one status to another - are they all now going to include the custom status where applicable?  

    2
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Trust Payments Ltd., I did some testing, and it looks like the metrics in your screenshot should reflect any custom statuses whose category corresponds to the default statuses included in the metric’s formula. So for example, the formula for the Open tickets metric looks for the Open default status. That means that this metric will also return tickets that have a custom status with a category of Open. So in the example below, I created an “Internal escalation” custom status and mapped it to the Open category. 

    As a result, if I add the Open tickets metric to my report, it returns any tickets that are set to the default status of Open as well as any tickets that are set to the custom status of Internal escalation. To see the status names, you can add the Ticket custom status name attribute in the Rows panel.


    Tim M, as far as custom statuses being available in the Support - Updates History dataset, I’m afraid I don’t know what the plans are for that at this time. Trust Payments Ltd., that means that the answer to your last question about reporting on ticket timings is that it’s currently not possible, as you’d need to use the Updates History dataset for that kind of reporting.

    0
  • Andriana G

    Is it possible to know how long a ticket has been in a custom status for?

    4
  • Almog Zamir

    Correct me if I am wrong, but there weren't any updates in the last messages regarding our needs in this post.

    3
  • Jim
    Zendesk Customer Care
    Hello Almog!

    We're so sorry to know that you were not notified of the updates shared by our documentation team, about generating reports using custom ticket statuses. 

    Our Documentation team recently shared an update on April 26, 2023, wherein you may now use custom ticket status attributes in your reporting, namely, Ticket custom status name, Ticket custom status category, and Ticket custom status state, whether the custom status is active or not (see this article: Metrics and attributes for Zendesk Support).

    Furthermore, we do have an example of a report that shows custom ticket statuses in this Explore Recipe: Creating KPIs for tickets by status.
    -2
  • Martin Cubitt

    Has anyone created a metric (with help or otherwise) that would enable reporting on how long a ticket was at a custom status?

    It seems to be a common request and since Zendesk shows no interest in it, hopefully someone has already found a way and would be kind enough to share.

     

    6
  • Trisha Kate Nagano

    Hi, Zendesk 

    May I ask for any update on this feature, please?

    ".. knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is."

    When will the custom statuses be included in the built-in "Duration - Field changes" metric in the Support: Updates History dataset? Currently, the dataset already has the built in metric on how long a ticket has been in a specific status, but it only covers the typical Ticket Statuses (i.e., New, Open, On-Hold, Pending). It does not cover yet the custom statuses that we currently have in ZD Support in our company (i.e., Open Connectivity, Open Engineering, Pending Customer, etc.).

    Will it be included in the request I've raised before? Thank you.

    https://support.zendesk.com/hc/en-us/requests/11861910

    2
  • Luana Siegrist

    Hi Zendesk,

    as many others have pointed out before, as long as it is not possible to report on custom statuses, there's no point in using them in the first place.

    Do you have any updates on this? Thanks.

    1

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