The Age of Unsolved Tickets (for Business Days)

9 Kommentare

  • Offizieller Kommentar
    Eugene Orman
    Zendesk Product Manager

    Thank you for sharing your feedback. Getting ticket age in business hours is a useful metric indeed. Achieving this metric via a calculation is not possible in Explore. This is a new data point that will need to be generated within the tickets themselves. We will keep this request in mind when we will be adding more metrics to the Support: Tickets dataset. 

  • Carlos Santos

    I second that. Also need to know the age of unsolved tickets in business days.

    2
  • Crystal Shepherd

    I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.

    I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.

    2
  • Ryan Campbell

    Agree 100%.

    The large majority of corporate SLAs are prescribed in Business Days.  From a governance view, reporting on Business Hours is far more important than Calendar Hours. 

    Measuring:

     - business hours from created to solved

     - business hours a ticket is open 

     - business hours a ticket sits in any status

    Particularly, how long is a ticket is in a state of 'pending' customer, or 'escalated'  versus the time a ticket is open. 

     
    1
  • Quinn McHugh

    This is a blocker for my organization - not being able to calculate date differences based on a business calendar means we are not able to accurately report on the SLAs we've defined. 

    1
  • Agree. Same for our organisation, we also need to be able to report out by business days/hours.

    1
  • Jamie Morgan

    I'm voting for this too as its a must have!

    I can't accurately report on my teams without using the business hours.

    Little stumped on why there is a calendar metric for the same but not one for business.

    Has anymore created a metric themselves for the business hours? 

    1
  • Carmelo Rigatuso

    Me too, very important metric.

    0
  • Chris Wooten
    Zendesk Luminary

    Any update on this issue?

    0

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