EAP Docs: Custom ticket status attributes in Explore | Community
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EAP Docs: Custom ticket status attributes in Explore

  • November 10, 2022
  • 4 replies
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Colleen13

This article describes the custom ticket status attributes you can use to build Explore reports based on your usage of Zendesk Support.

To learn more about all the metrics and attributes you can use in Explore, see Metrics and attributes for Zendesk Support.

Tickets attributes

This section lists and defines all of the custom ticket status attributes available in the Tickets dataset.

Attributes:

  • Ticket custom status name: The name of a custom ticket status. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns NULL.
  • Ticket custom status category: The category that a custom ticket status is mapped to. This attribute appears only if you've enabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returns Ticket Status.
  • Ticket custom status state: Returns true if a custom ticket status is active, or false if a custom ticket status is deactivated. This attribute appears only if you've enabled custom ticket statuses.

      4 replies

      CJ99
      • CJ99
      • November 29, 2022

      So you would need to rebuild every single report that uses statuses, in order to report with new custom statuses? That's a lot of work. 

        F
        • Franck13
        • December 13, 2022

        Hello, I need to know if we are able to calculate/report duration based metrics on the customs status.

        For example I would like to create a Closed - pending status (we know the issue is fixed and we informed the customer) but we do not want the time in this status counted toward the full resolution time.

         

          Aaron11
          • Aaron11
          • December 20, 2022

          This only applies to the Tickets Dataset. Is there a plan to apply this to the Backlog Dataset in the near future?

          G
          • Gab12
          • December 26, 2022
          I'm afraid it is not possible at the moment to report on the time spent in custom statuses. The duration metrics for ticket statuses are only applicable to the default ones. Currently, the only option to report on custom ticket statuses is through the Tickets dataset, with the attributes listed above.

          Feel free to add more details on your use cases. The team regularly monitors these threads to gather feedback. I recommend that you hit Follow on this thread to get notified as soon as there are updates to this EAP.

          Thank you!
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