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

Hi, Shawna

Use Case: Identify how long a ticket has been idle in a specific queue, so that the right tier will be tapped for follow up.

We have also created custom statuses for our main tiers (i.e., Open Connectivity status means for our T2 IntOps support, Open Engineering status for our T3 Engineering support).

So, with the requested built-in metric, for example ticket #123456 has been in the Open Connectivity status for 10 days, the company can easily monitor this and follow up T2 IntOps on the ticket.

Currently, we do not have this functionality. We only have filters in ZD Support Views to filter tickets that has been idle for x days for the ZD default statuses (i.e., via Hours since Open/Pending/On-Hold/Solved/Closed), but the duration on how long the ticket has been sitting in a specific queue is not available. We want to be able to see this in the dashboard as well (ZD Explore). 

Thank you.

Hi, ZD

ZD Explore has a built-in metric to get the duration on how long a ticket HAS STAYED in a specific status (via Duration - Field Changes metric in the Support: Updates History Dataset).

Requesting to display how long a ticket HAS BEEN SPENDING in its CURRENT status, please? Thank you.

Encountered a similar case. I also want the pie chart's gap from the chart title to be reduced so it looks better.