Hi,

We're managing custom status values for our tickets, this way the Open status can have values like Open or In Progress, as well as On Hold status can have values like On Hold or Solved, because Closed cases are not the same as Solved cases in our support model.

The idea is to generate a report in which we can see how much time a ticket has the "In Progress" status. This time entry should indicate the amount of time between the moment in which the ticket is set to "In Progress" until the moment that the ticket is changed from "In Progress" to "Solved".

I've trying to find if the available time entries can address this need but by comparing them with the ticket history, times do not match what we expect.

Is there a way to set a new custom time entry in Zoho Desk, like "In-Progress time spent"? Have to mention I'm using the native Zoho Desk reporting tool.

Thanks.