Joanna Kime

When migrating dashboard, I see there is no blocker caused by reports including custom metrics and attributes which is great! However, with the new builder, not including an option to create additional custom metrics and attributes or edit any already created, I am concerned that these may be deleted come 04/11/2025, please can you confirm if this is the case and what will happen to custom metrics and attributes. Is there a plan to bring this functionality to the new report builder? 

Fergus McCandless Are you creating this as a metric? I have created it as an attribute without getting any errors 

DATE_DIFF(NOW(),[Ticket created - Timestamp],"nb_of_hours")

I'm getting the following error 'Zendesk Web SDK: Error: Init: Visitor has been banned' when trying to add the Web Widget (Classic) to an external website.

Has anyone experienced this issue before? Or do you have any advice to stop this error from occurring?

I have a requirement where I need to create a report that will show me the average time to resolve 90% of incident tickets after a checkbox has been checked. 

The event timeline would read = ticket is created > ticket is marked as incident > checkbox is checked > ticket is resolved. 

I have already created an attribute that is able to calculate the resolution time between the checkbox being checked and the ticket being resolved. However, I am unsure how to progress to get an average resolution time from this attribute. 

Any help would be greatly appreciated!

Attribute code to get the checkbox timestamp

IF ([Changes - Field name]="Root Cause Analysis ")
AND
(([Changes - Previous value]="0") OR
([Changes - Previous value]=NULL))
AND
([Changes - New value]="1")
THEN
[Update - Timestamp]
ENDIF

Attribute code to get the resolution time in days

ROUND(DATE_DIFF([Ticket solved - Timestamp],[Root Cause Analysis Time],"nb_of_days"))

derrek jennings to get the timestamp when the ticket field was updated you would have to create a custom attribute using a formula similar to this, created in the Ticket Updates dataset:

IF ([Changes - Field name]="CHECKBOX NAME")
AND
(([Changes - Previous value]="0") OR
([Changes - Previous value]=NULL))
AND
([Changes - New value]="1")
THEN
[Update - Timestamp]
ENDIF

If the ticket field is not a checkbox you could use a formula similar to this, once again this would have to be created in the Ticket Updates dataset.

IF ([Changes - Field name]="FIELD NAME")
AND
([Changes - Previous value]=NULL)
AND
([Changes - New value]!=NULL)
THEN
[Update - Timestamp]
ENDIF

Once you have the ticket field updated timestamp you will need to follow Kerry Charlton's formula to get the date difference between the newly created attribute and the created date timestamp.

When extracting the date difference between your ticket field being updated and the ticket being created 'nb_of_hours' would be the correct date_part to use. 

To my knowledge it is not possible to return this date difference in business hours, but you may want to reach out to Zendesk directly to confirm that. 

You can read more about DATE_DIFF here. 

I recently tried to create a custom attribute that used the DATE_DIFF() function to get the time between 2 custom timestamp attributes. 

I have been advised by a Zendesk Support agent that it is not currently possible to create a custom DATE_DIFF() attribute/ metric that will get the time between 2 custom timestamp attributes.

I feel that this is a huge oversight as in reporting I need to compare 2 events that are not native Zendesk attributes, i.e. the time between a group assignment and the time a checkbox was filled. This feature was available in Insights can this please be made available in Explore