Hinzufügen von berechneten Datumsmetriken



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Rob Stack

Zendesk Documentation Team

Bearbeitet 05. März 2025


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15 Kommentare

Hi, I am new to Zendesk. Can you help me find how many current agents have not made a any public comment for more than two calendar Days?

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Hey James,
 
If you click on the eyeball by the attribute you will be able to see how the formula is constructed which you can then take and create your own formula with whatever time brackets you are looking for.
 

 
Best regards,

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Hi Gabriel,

That's not quite what I'm looking for. I acknowledge the existence of brackets in my question, but what I'm asking is can we customize the brackets themselves? 

For example:

Requester wait time brackets have groupings such as 1-3 days, 3-7 days, >7 days
We want to make requester wait time brackets that are 1-2 days, 2-4 days, 4-7 days, etc.

Can this be done?

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Hello James!

Yes, this is possible. Kindly see the instructions addressed in the article "Explore recipe: Displaying tickets answered within different time brackets" - https://support.zendesk.com/hc/en-us/articles/4408825149466-Explore-recipe-Displaying-tickets-answered-within-different-time-brackets

Please, feel free to adapt this to your use case. I hope this helps!

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Is there a way to create custom time brackets?

For example- there are built-in "Requester wait time brackets", but we're looking for better granularity. Can I modify these with a formula? Thanks

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Hi Naveen,
 
If you use "Simple" as your date range, it will only include the current day if you select Today or designate a range including the current date on Custom.
 
Hope this helps. 
 
Cheers,
Dane

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Does anyone know if the preset "Simple" ranges include the current day?

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Thank-you Giuseppe,  when I have a moment I'll give this a try :) 

 

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Hi Janaya,

 

Thank you for the update. The Tickets Solved and Tickets Created Metrics under Ticket Updates dataset are part of the default Metrics, which is why you see them right away.

If you'd like to add a similar Metric for Pending tickets, the formula would most likely be something like this:

Calculated Metric Name: Tickets Pending

IF ([Changes - Field name]="status"
AND [Changes - Previous value]!="pending"
AND ([Changes - New value]="pending")
AND ([Ticket status - Unsorted] = "Pending")
AND [Update - Timestamp]=[Ticket Pending - Timestamp])
THEN [Update ID]
ENDIF

But first, we will have to create a Ticket Pending - Timestamp calculated attribute. Again, we can mirror the Ticket Solved - Timestamp as follows:

Calculated Attribute Name: Ticket Pending - Timestamp

IF [Changes - Field name] = "status" AND
[Changes - New value] = "pending"
THEN
[Update - Timestamp]
ENDIF

You should now be able to use these Metric and Attribute under Date range calculated metric.

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Apologies Giuseppe,

I think I've left an important detail out, I can go to date range calculated metric on Support: Ticket updates [default] dataset, but I can't seem to choose a ticket based on the pending status, only for tickets solved and tickets created and the requester would like to have a tickets pending calculated metric as well. Can you advise if this is possible?

 

Thank-you!

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