Jonna Tolvanen

Hi!
+1 here struggling with the same challenge. We have a tickets "on-hold" sometimes very long time, because those are waiting for developers. We do not want these to be included in the "next reply time" SLA.

We would need a way to report somehow if we meet our target to reply customers in X hours (periodic update). Has anyone been able to do this in insights by using this: https://support.zendesk.com/hc/en-us/articles/205367047-Insights-recipe-Duration-between-two-or-more-ticket-events-in-minutes ?

If I understand correctly, I'd need to create 3 metrics:
1) Showing timestamp when ticket status changes from "pending" to "open"
2) Showing timestamp when ticket status is "open" and public comment made by admin or an agent
3) Metric showing a difference between these 2 timestamps

But how I could include also tickets that are "open" and remain "open" despite we send an update to the customer?