How do i count the number of times a status changes

Nero Naidoo

I have a ticketing tool on smart sheets with a status column. the status can change from complete to reopen to complete and reopen again. I want to measure first call resolution, so how do I count the number of times the status in the row changed to re-open.

Thank you for your assistance in advance

Andrée Starå

Hi @Nero

I hope you're well and safe!

You can either add a so-called helper column and combine it with multiple workflows that check for a change in the Status column and check the helper and the number of changes.

Another way could be to set up a copy row workflow to a so-called helper sheet and then count the rows of each ticket.

Make sense?

Would any of those options work/help?

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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