Reporting on Custom Statuses

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.

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

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.

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

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

Hi 1267133109429, 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.

4531896397082, 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. 1267133109429, 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.

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?  

1264158222289 - 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.

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?