Custom Ticket Status and SLAs

Hello Dan,
 
As a workaround, may we suggest setting up triggers with tags to have a matching custom drop-down field with the custom statuses: 
Open
Open - Task Assigned
Open - Passed to Sales
Open - passed to operations

so you can report these values in the Updates History dataset:
Reference: Explore recipe: Reporting on the duration of fields

Hope it helps

 

Hi Dan, 

Yes, for sure. Happy to share. Please take a look at below:

1) For example, I have a custom ticket status: Open - VIP
 

2) Then I have created a trigger for this specific status with an action setting a special tag "VIP_status" if the ticket status changed to "VIP":


3) After that you can use the Updates History dataset:
Reference: Explore recipe: Reporting on the duration of fields

My table for reference with checking the new status time with my custom tag "vip_status":



Notice: please use this workaround regarding your business needs. 
For example, you can use a trigger with such actions as: 
- "set tags"; 
- "remove tags"; 
- "add tags" 

Hope it helps