Hillary Latham

Hey Oscar - I have two thoughts.

(1) If you have Explore, you could write a query using the Ticket Updates dataset.  Use the "changes" attributes to select the status and assignee fields and new values of solved and the assignee (you will need the assignee ID, not the name - you can grab it from the user profile).  Then add another field/filter for the ticket current assignee NOT being the user you are talking about.  This should show you that the user solved the ticket but isn't the current assignee.  Add Ticket ID to the query and you have the list!

(2) If Explore doesn't work for you as an option, I might make a view for tickets updated in a time range (from when you made the change), the status is solved, and the assignee is not the assignee you changed.  If you sort by update date, you should see all the ones changed at the same time you made this change (assuming there have been no other updates to these tickets).  If you feel these are right, you can "check" the tickets and bulk update the assignee on them all.

Nothing too fancy yet - just Excel.  Now that Explore outputs data as built to Excel, it's easy to just cut and paste my new results into my Excel models (staffing models is mostly what I have today outside of Explore).  Some of my engineers use the API to get their team data out of Zendesk.

My agents also find this slowing them down and we use the play button often.

Hey Melony - you don't have to enter it on each tab.  If you share the filters across tabs, then what you enter as a date on one will be the filter on the other tabs.  You do have to include the filter on all the tabs you want to share it with.  Basically the "share across tabs" feature on filters needs a filter to share with.

Hey Melony - this should work, but you do need to have the time filter on each tab and then make it shared across tabs (which should be the default) and apply to all the different data set type dates (the same ones as applied on each tab).  If you don't have the same filter on each tab, the filter won't apply (which I like for dashboards where I want to drill down on one tab but see trends across larger date ranges on other tabs).

Agreed that this would be a helpful feature.  We often have agents type up summaries in tickets and root causes - these posts are long and often needed in long tickets (with 20+, 50+ posts) so it would be nice to link back to a ticket post rather than cut/paste the contents into another document.

We also have feedback workflows for our agents to identify broken process during a ticket - these posts are often in the middle of a ticket, so a ticket link isn't super helpful in finding a post that exists somewhere in a longer ticket.

I would LOVE to be able to do this type of thing in Explore!  We have several ways tickets are escalated to various teams and have back and forth with those teams and customer facing teams.  It would be great to break down how much time tickets spend with each team and/or assignee.

Hi Owen, after I wrote this original post, I did think of something.  Could you have two metrics, and have one display as %age: chart configuration > display format > %.  Then do a running sum on that metric - since it's in %age format already?

If that doesn't work for you, I would recommend adding some feedback to request this type of result path calculation.  You can do that here: https://support.zendesk.com/hc/en-us/community/topics/360001200913

Hey Owen, you can only show 1 result path calculation per metric.  If you want to show two on the same metric, you will have to first create a duplicate copy of the metric, then add that duplicate to the query.  Then you will have two metrics in result path calculation.

Hey Graham, if you want to create a custom metric in Explore, go to the calculations menu in a query (the calculator on the right) and choose standard calculated metric.  From there you can create a similar metric.  Metrics don't need the select or where part of the statement in Explore - just the select side.  The comments in this Explore Recipe article has a few different types of metric calculations if you want to get a feel for how they work in Explore: https://support.zendesk.com/hc/en-us/articles/360022368053-Explore-recipe-Reporting-on-full-resolution-time

However, you can also just use the standard Zendesk metric, Full resolution time, and then use Result Manipulation > Metric filter to only see tickets with a Full resolution time between 0 and 24 hrs.  This way you do not have to build a separate metric.  You would take this step in each individual query.