The documentation I can find for Requester Wait Time for Analytics/Explore & SLAs states that it is time spent in New, Open and On-hold statuses. There is no mention I can find about the broader status categories and specifically custom ticket statuses.
Question: Does Requester Wait Time exclude all statuses (including custom ticket statuses) that fall into the Pending Status Category or only the time a ticket spends in the default Pending Ticket Status?
It is critical from a reporting and SLA standpoint to better understand how custom ticket statuses are considered in existing measurements.
Thank you for your question and for providing detailed context.
Requester Wait Time in Zendesk Analytics/Explore and SLA calculations measures the time a ticket spends specifically in the default status categories: New, Open, and On-hold. Custom ticket statuses that are mapped to broader status categories like Pending are treated as part of those categories.
To clarify, any custom ticket statuses assigned to the Pending category are included as Pending time for Requester Wait Time calculations. So, Requester Wait Time excludes time spent in all Pending statuses — both default and custom — and only counts time in New, Open, and On-hold.
Understanding this distinction is critical to accurately interpreting your reports and SLAs when using custom statuses.
Please let us know if you’d like further assistance or examples on how custom statuses impact these metrics.