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new11
new11
June 1, 2023
Question

Reports on recently purchased tickets

  • June 1, 2023
  • 2 replies
  • 30 views

I want to track how many tickets are on Hold during a predetermined time frame (every week).

I am OK with reporting the complete backlog. I can also update you on tickets that were *created* last week and are currently On Hold. Regardless of when they were initially produced, I need help distinguishing between the two and locating tickets that were changed to On Hold.

    2 replies

    Emma13
    Emma13
    June 2, 2023

    I asked for something similar here: https://support.zendesk.com/hc/en-us/community/posts/5762889408666-Reporting-on-newly-held-tickets 

    Sabra
    SabraEmployee
    Employee
    June 6, 2023

    Hey folks! To track changes to any fields, I would recommend using the Changes - Field name and Changes - New value attributes in the Updates History dataset. An example of how these attributes can be used in reporting can be found here: How do I find the right value to use with the "Changes - Previous/New value" attribute?

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