• Jesse Marion

  • October 17, 2022 21:53

  Hello there, I wonder if anyone has a formula for a custom Attribute for Ticket Update - Hour where the update is a public comment from the Agent. I am creating a heat map for the number of public comments sent each hour by each agent however in doing so I have updated counts in the middle of the night which seem to be timestamps for when the ticket was updated such as sending a satisfaction survey (automation)

• CJ Johnson

  • October 20, 2022 18:53
  • Edited

  What is a "reactivation instance"?
  
  Also, what's the difference between an "SLA Target Status" and an "SLA Metric Status"?

• Poli Minkova

  • October 24, 2022 13:31

  Hi, I have a question about using Explorer to generate a report of how many and which tickets have breached the SLAs - when I used Breached SLA targets I can see as not breached tickets that have been open for quite a while that obviously broke the SLAs I've set up. Why is it that this data appears in the report like that - I can see that there are tickets with much quicker turnaround and resolution times that have breached the SLAs?

• Atul Upadhyay

  • October 28, 2022 13:28

  Hi, Can you please help to find the respective API end points to get the details for "Updates history metrics"? I am not able to find any field that related to [Update ID] in explore.

• Shivdeep Kumar

  • November 07, 2022 06:57

  Can we convert a numeric metric to standard calculated attribute.

• Leanne Weaver

  • December 20, 2022 20:25

  Hi,

  When the status is updated, I'm trying to check what the previous value was (what it changed from). I currently have this:

  IF ([Changes - Field name] = "status"
  AND ([Changes - Previous value]="open" OR [Changes - Previous value]="new")
  AND [Comment present] = TRUE
  AND [Comment public] = TRUE)
  THEN VALUE(Field changes time (hrs))
  ENDIF

  Are my only options for [Changes - Previous value] "open," "hold," "new," and "pending"?How can I use my custom status fields when checking the previous status?

• Dane

  • December 26, 2022 04:29

  Zendesk Engineering

  Hi CJ,
  
  I have tested it on my end and can't seem to find the specific attribute you are pertaining to. Pleasecontact our support directlyso that we can look into it further.
  
  Hi Jesse,
  
  Looking into the query that you have created, it should already work for your use case. You just need to make sure that Updater - Role is set to Agent and Admin.
  
  Hi Poli,
  
  It will entirely depend on what are your targets on each tickets. If you have checked the ticket events and you have noticed that there are targets that have been breached where is shouldn't, feel free tocontact our support directlyfor us to investigate further.
  
  Hi Shivdeep,
  
  Here is a good example that you can check:Explore recipe: Converting between metrics and attributes.
  
• CJ Johnson

  • December 27, 2022 16:06

  DaneIt's literally from this article.

• Dane

  • December 27, 2022 23:07

  Zendesk Engineering

  Hi CJ,
  
  I was pertaining to "Days Since SLA". I missed your other inquiry. I'll review it for you and provide an update.
  
  "SLA metric instance" measures how many times a metric was activated. Every metric will start at "1" aside from Next Reply Time which will start at "2".
  
  It continues to increment up with each reply.
  
  If you have a ticket with 5 exchanges, first reply time will be instance 1 and next reply time will be instances 2-5.
  
  That allows you to report on each individual reply separately. Maybe instance 2 went waywayover the target, but 3, 4, and 5 were all really quick. Then you know that the ticket got lost waiting for an agent to pick it up, but once the agent had it they were responsive.
  
  The instance attribute doesn't do anything for solve targets or first reply time, but it ishugelyvaluable for next reply time and periodic update time.
  
• CJ Johnson

  • December 27, 2022 23:23

  Thanks, the "Days Until SLA" appears to be a custom field deactivated over 5 years ago, and Explore has decided not to nest it under "Custom Fields" which I would think is a bug. No wonder!

• CJ Johnson

  • December 30, 2022 21:33

  Dane has informed me that my guess was correct, and informed me it's not a bug to Zendesk that all custom fields aren't in the category "custom fields", and there's no plans to make it less broken/misleading or update the documentation, so uh, that's that.

• Dane

  • December 30, 2022 21:38

  Zendesk Engineering

  Hi CJ,
  
  For the documentation, we'll definitely have some improvements. To avoid confusion, the custom fields that will not be nested under "Ticket custom fields" are just the fields under "Date" type.
  
• Максим Насон

  • February 02, 2023 13:30

  Hi !

  How can we create a formula if we want to count the time of complete execution only within one month.

  For example: the ticket was created on 29.01.2023 and its agent finally resolved on 02.02.2023, that is, the execution time overlaps in 2 months, and we want to see the full execution time of tickets, for example, which were created and resolved within 01.01.2023 - 31.01.2023

  How can it be done?

• Erin O'Callaghan

  • February 02, 2023 18:32

  Zendesk Documentation Team

  HiМаксим Насон, you should be able to do this bycreating a standard calculated attributecalled创建并解决同一月内票吗?with the following formula:

  IF [Ticket created - Year]=[Ticket solved - Year]
  AND [Ticket created - Month]=[Ticket solved - Month]
  THEN TRUE
  ELSE FALSE
  ENDIF

  You can then create a report and:

  1. In theMetricspanel, add one of theFull resolution timemetrics (choosing between minutes/hours/days, and between calendar/business hours).
  2. In theRowspanel, addTicket ID.
  3. In theFilterspanel, add the standard calculated attribute you created, and set it to show only results that are "true."
• bill cicchetti

  • February 08, 2023 18:43

  I have a question on the "Tickets Assigned" field. Is this the # of tickets assigned to an agent or the # of tickets an agent assigned to another agent?

• Dave Symonds

  • February 16, 2023 02:08

  Hi. I want to see the number of tickets with a status of New and Open for each day of the week what column do I use? What date can I use? Can I even do the two together

  I have a ticket count as the metric but I want the columns to be days of the last week.

• Bryan conquilla

  • February 20, 2023 06:47

  Hi is the update - timestamp for reopen is available here in zendesk ? If none can you can anyone help me how to calculate the timestamp between the first ticket assigned to reopens the ticket ?

• Gab Guinto

  • February 24, 2023 08:24

  Zendesk Customer Care

  Hi Bryan,
  
  You may create a custom attribute referencing the Ticket field changes attributes. Here's a sample formula:
  

  IF [Changes - Field name]="Ticket status"
  AND [Changes - Previous value]="Solved"
  AND [Changes - New value]="Open"
  THEN [Update - Timestamp]
  ENDIF

  You can then create a custom metric using the functionDATE_DIFF计算期间创造之间的机票ion timestamp and this custom timestamp.
  
• Bryan conquilla

  • February 27, 2023 15:28
  • Edited

  Appreciate you Gab, one last thing, is there a way that we can calculate the Laytime or the waiting time of the ticket ? or the Number of minutes a ticket spends from Ticket created until the ticket status change ?

• Gab Guinto

  • February 28, 2023 04:11

  Zendesk Customer Care

  Hi Bryan,
  
  You may use the native Requester wait time metric in the Tickets dataset which pulls the time spent in New, Open and On hold statuses. Or, if you are working on a report using the Updates history dataset, then you can check out the default status time metrics (New, Open, On-hold status time).
  
• Iliya Gorban

  • March 06, 2023 08:08

  Hey team,
  
  I've been trying to create a KPI in ZD Explore using timeframes (3 minutes for instance) between updates/public comments/internal comments.
  This query is needed to eliminate duplicate updates made by our team.
  
  For instance:
  if I've updated a ticket, and accidentally forgot something, I went ahead and updated the ticket with a new comment(1 minute after my first update), I want to count only the first update in this scenario.
  I couldn't find any timeframe-related function, I wonder, is it possible somehow to work with timeframes between updates/comments/internal comments?
  Your help is much appreciated,
  Thank you!
  
  
  
  

• Максим Насон

  • March 17, 2023 09:10

  Hi!
  We need to calculate the time from the transfer of the ticket to the second support line to the first response of the second support line agent.

  I tried to create a formula like the one in the standard kit, but it doesn't have the necessary time stamps.

  Is there a way to do what we need?

• Pedro Rodrigues

  • March 17, 2023 15:47

  Community Moderator

  Hi Maxim, regarding the time between group reassignments, please checkExplore recipe: Tracking ticket assigns across groups.

  As for first reply time after group reassign, it is not currently possible as far as I'm aware. Please do feel free to share your feedback and upvoteCalculating First Update Time after ticket was re-assigned to another groupandDATE_DIFF() Between 2 Custom Attributes.

• Bryan conquilla

  • March 23, 2023 20:47

  

  is there a way where we could compute from the first update - timestamp until on the last update - timestamp ? same ticket id ? if yes can you help me to create a attributes on this ? or formula ?

• Dane

  • March 24, 2023 01:04

  Zendesk Engineering

  Hi Bryan,
  
  I have created a similar formula before but this is a metric for the update difference. This will not solve your actual use case but this should give you an idea on how it's done. The challenge here is how to extract the last update.
  
  DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
  
  
• Bryan conquilla

  • March 24, 2023 05:15

  Appreciate it Dane, any thoughts if I use this calculation ? Do you think I will get the exact timestamp ?
  
  

• Dane

  • March 24, 2023 05:38

  Zendesk Engineering

  When I used that metric above, it's for the difference of ticket creation and the update on the ticket. As far as I recall it gave the correct value when I used Decimal Place Display Format. Please do take note that custom metrics creation is outside the scope of Zendesk. Cheers!
  
  
  
• Bryan conquilla

  • March 24, 2023 12:58
  • Edited

  that's cool Dane, thank you.

  I tried to use this

  

  and here's the result
  
  
  
  

• Максим Насон

  • March 30, 2023 08:25

  Hi!

  Now we want to create detailed reporting for our second line. and we ran into a problem:
  We need to calculate the time from the second appointment to the first response , is this somehow possible to do?

• Cam Santos

  • April 13, 2023 08:53

  Hello,

  Is it possible to make a calculated metric that would measure time a customer replied to an agent-submitted ticket?

Pleasesign into leave a comment.