For the original conversation, seeExplore: Last refresh timestamp.
In Explore, editors and admins can see when a dataset was last refreshed by looking in the upper left corner of the report builder. However, dashboard viewers can't see this information, so by default they don't know when the data they're looking at was last refreshed.
在这种再保险cipe, you'll learn how to create a report that displays the approximate timestamp of the last refresh by returning the time of the last ticket update. You'll then add it to a dashboard for easy access by viewers.
This article contains the following topics:
- What you'll need
- 创建最后一票更新指标
- Creating a standard calculated attribute
- Configuring the chart
- Creating the dashboard
What you'll need
Skill level:Intermediate
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket and agent data in Zendesk Support
创建最后一票更新指标
This metric returns the most recent time tickets were last updated. A display format is then used to append the result with the text " Minutes Ago".
To create the metric
- In Zendesk Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, chooseSupport>Support -Tickets(the dataset containing the ticket data you'll need to build the report).
- ClickStart report. The report builder opens.
- In theCalculationsmenu(), clickStandard calculated metric.
- On theStandard calculated metricpage, enter the following formula:
DATE_DIFF(now(),[Ticket updated - Timestamp],"nb_of_minutes")
- Name the metricLast Ticket Updated Mins, and then clickSave.
Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language. - In theMetricspanel, clickAdd.
- From the list of metrics, chooseCalculated metrics>Last Ticket Updated Mins(the metric you just created).
- In theMetricspanel, click theLast Ticket Updated Minsmetric you just added.
- On the metric's page, click the pen icon to edit the metric settings.
- On theStandard calculated metricpage, clickOptions>Edit aggregators.
- Clear all visible aggregators except for minimum (MIN), and then clickSave. Explore displays the most recent time tickets were last updated.
- On theStandard calculated metricpage, clickOptions>Edit display format.
- On theDisplay formatpage, click the drop-down list, then chooseCustom.
- If theSuffixfield, enter " Minutes ago" (with a leading space before the text).
- When you are finished, clickSave.
Creating a standard calculated attribute
This attribute displays only the lowest last ticket update time by using a standard calculated attribute.
To create the attribute
- In theCalculationsmenu(), clickStandard calculated attribute.
- In theStandard calculated attributepanel, configure the following:
- Name:Last Sync Timestamp
- Formula:DATE_LAST([Ticket updated - Timestamp])
- Name:Last Sync Timestamp
- ClickSave.
- In theRowspanel, clickAdd.
- From the list of attributes, chooseCalculated attributes>Last Sync Timestamp, then clickApply.
Explore displays a table showing the last sync timestamp and the amount of time in minutes since a ticket was last updated.
Configuring the chart
In this section, you'll finish off the chart by removing the table headers, removing the display of any filters, and adding a date filter to restrict the results to only tickets updated in the past week.
To configure the chart
- In theChart configurationmenu(), clickChart.
- On theChartpage, make sure thatHeader visibilityis not active. This hides the table headers in your report.
- On theApplied filterspage of the Chart configuration menu, uncheckShow applied filters.
- In theFilterspanel of the report builder, clickAdd.
- From the list of available filters, chooseTime - Ticket last updated>Ticket updated - Date.
- Click the filter you just added. On theTicket updated - Datepage, clickEdit date ranges.
- On theSimpletab of theDate rangepage, clickThis week, then clickApply.
Explore displays the final report: - Enter a name for the report, then clickSave.
Creating the dashboard
You can now add your report to a dashboard. For help, seeAdding and arranging dashboard widgets.
If your dashboard contains any filters, select your report, and from the menu, clickExclude filters.
13 Comments
It looks like this unfortunately doesn't work anymore. It says this queries too many rows, and snips the data, so the timestamp is shows is way off (like, it showed me a timestamp with the year 2013).
Edit: The easy fix: For most folks, add in a "Ticket Updated - Date" filter set for "Today". You might get weird results for midnight runs, or if your data updates daily instead of hourly, but otherwise should avoid data overload and getting a wildly wrong date.
Hi CJ,
Apologies for the delay here. I have created a ticket on your behalf so we can look into your query further.
It does appear to no longer work. Even with the steps CJ added its still off. Right now the data set is 34 minutes last update, this formula is showing 86 minutes.
Hi Brandon,
Apologies for the delayed response. In order for us to properly investigate this, I've created a ticket on your behalf to look into this further.
Hi all, I just wanted to post a quick note to clarify how this recipe works, in light of a few of the comments above:
So while this recipe isn't an exact replacement for the dataset sync timestamp, it's still a useful way for dashboard viewers to know approximately how current the info on a dashboard is. Hope that helps!
Hey all,
I am having the same issues. This recipe isn't working for me and is showing a timestamp from 2019. I'd love some help or a resolution.
Thanks,
Sam
从这篇文章中,所有的图片被删除makes it rather tricky to tell what it is instructing.
HiCJ Johnson, I've restored all the images in the article—sorry for the confusion!
The article image has MED for the metric, but the instructions have you only allow MIN. Which is the correct setting?
HiMonica, the correct setting should be MIN. I've updated the screenshot so that it matches the instructions!
Why don't you just expose the value for use so it can be used so there is not need to write an convoluted process that actually returns an inaccurate value?
Question: Whats the value of the Last ticket updated Mins represent. I thought it would change as time progressed as it calculates against now?
Dave SymondsIt just lets you know how out-of-date the dashboard is, if you have a plan where it updates once an hour, it's not on the hour, so it can be hard when looking at a Dashboard to tell when it last pulled in fresh data.
Pleasesign into leave a comment.