Write a report to show a if a ticket was ever in a certain status

I am trying to find out if I can write a report that will show me all tickets that have ever been in the Re-Opened status.  I need to know how many tickets enter the Re-Opened status each month for reporting metrics as well as identifying training opportunities. The Ticket Performance report doesn't give me the opportunity to review the tickets in the report to rule out false positives (such as when you email a user and close the ticket & then they reply with Thank You, which sets it to Re-Opened.

Tags report status-history
Asked by Jennifer Altman on Thu 8/9/18 6:26 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 8/10/18 10:38 AM

Hi Jennifer,

At this time ticket reports do not have a column or filter similar to "Historic Status". There's not going to be a good way to see which status(es) a ticket may have had in the past via a report.

I would recommend submitting an enhancement request to ask for this feature. You can do that by going to our portal's Home page and using the Submit a Product Idea button. Then fill out the form and submit your idea for review.

Sincerely,
Mark Sayers
TD Support

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