Tracking time spent in two custom field values


3 Comentários

  • Elaine
    Zendesk Customer Care
    Hi Jan,

    You can use this article to obtain the necessary data for measuring the duration of a specific ticket field value. To filter for tickets in a "Pending" status, add an attribute to the filter and select "no" as the value. This approach should help you gather the desired information.

    I hope that helps!
  • Jan Schweigerer

    Hi Elaine,

    Thank you for your response. I've reviewed the article you mentioned. If I follow your approach, won't it filter for tickets that currently have the Pending Status value of No and then show the duration these tickets were under the custom field Issue Status with the value In Investigation?

    What I'm aiming for is to determine the time all tickets (regardless of their current status) spent with both the Pending Status value of No and the Issue Status value of In Investigation simultaneously.

    I would have thought I need to include both conditions in the standard calculated metric itself somehow, to account for time spent with both custom field values assigned at the same time?

  • Alex Zheng
    Zendesk Customer Care
    Hey Jan,
    You are correct that it will not filter for both values at the same time, I believe this is currently a limitation with the Explore functions and that we can only find this time spent for a single field at a time. I would highly recommend making a post for our product team on our feedback forums here.

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