+1It would be incredibly helpful for client reporting to add the option to include time in custom states to the data exports for tickets, similar to the existing “time in submitted” “time in progress” and “time in resolved” options: https://app.intercom.com/a/apps/n7bz1b4g/reports/customer-support/export
+3Hi
Jennifer here from Intercom
Would you be able to elaborate on why this would be useful so I can pass your feedback on to our Product Team?
+1Yes, absolutely! This would be helpful to include in manual reports that we send to our clients and partners. We have custom states set up for each stage within the ticket’s life cycle and need to be able to report on how long a ticket spends in each state. These reports are used to identify areas of improvement and to highlight potential bottlenecks in our current ticket flows. Do let me know if you need more information!
I’m happy to share our need also, as I upvoted this.
We have started using Back-office tickets for our escalation process. As part of that we’re using custom states to identify specific types of escalations (previously we tagged the conversations).
We would like to see how many conversations spend any time in a given state. We have found no other way to get this data easily in the Intercom reporting. We had expected to see it in the CSV export of tickets.
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