Troels Lemming Müller

zAdrian

Can you use the metric Full resolution time (min)?

https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics

Then you get something like:

IF (VALUE(Full resolution time (min)) <= 4*60) 
     THEN  "0-4 hrs"
ELIF (VALUE(Full resolution time (min))>4*60 AND VALUE(Full resolution time (min)) <= 12*60) 
   THEN  "4-12 hrs"    
ELIF (VALUE(Full resolution time (min))>12*60 AND VALUE(Full resolution time (min)) <= 24*60) 
   THEN  "12-24 hrs"     
ELIF (VALUE(Full resolution time (min))>24*60 AND VALUE(Full resolution time (min)) <= 24*60*7) 
   THEN  "1-7 days"    
ELIF (VALUE(Full resolution time (min))>24*60*7 AND VALUE(Full resolution time (min)) <= 24*60*30) 
   THEN  "7-30 days"  
ELIF (VALUE(Full resolution time (min))>24*60*30) 
   THEN  ">30 days"  
ELSE  " Unsolved"
ENDIF

 

 

Steven Hampson

What if you try something like:

IF 
  ([Chat type - Unsorted]="Inbound" 
  AND [Chat completion]="Missed" 
  AND VALUE(Chat no reply time (sec)) <= 30) 
  THEN
    [Chat ID]
ELIF 
  ([Chat type - Unsorted]="Inbound" 
  AND VALUE(Chat first reply time (sec)) <= 30)
THEN
    [Chat ID]
ENDIF

We're not using chat, so I can't test it.

 

Hi Franck

Unfortunately, I haven't had the need to add something like this as a calculated metric.

So, it might be something like:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 70) THEN
    [Ticket ID]
ENDIF

else Eugenes input might be needed.

Hi Franck

In my case I had a filter in place already so I didn't need it, but you can do something like:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF

Hi Eugene

I can't get this to work with Unsolved tickets age.

We used to have a brackets created with:

IF (VALUE(Unsolved tickets age (hrs)) <= 5) 
     THEN  "<5 hrs"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24) 
   THEN  "5-24 hrs"     
ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*2)
   THEN "1-2 days"
ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*4)
   THEN "2-4 days"
ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*7)
   THEN "4-7 days"
ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*14)
   THEN "7-14 days" 
ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*30)
   THEN "14-30 days" 
ELIF  (VALUE(Unsolved tickets age (hrs)) > 24*30) 
   THEN   "30+ days"
ELSE  "Unsolved"
ENDIF

But Unsolved tickets age (min) is also an calculated metric so no quick fix.

Right now, I'm using the pre-built metric Unsolved tickets age brackets instead but would like to make my own backets.

Would this really be the solution?:

IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 5) THEN
    "<5 hrs"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24) THEN
    "5-24 hrs"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 2) THEN
    "1-2 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 4) THEN
    "2-4 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 7) THEN
    "4-7 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 14) THEN
    "7-14 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 30) THEN
    "14-30 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 30) THEN
    "30+ days"
ELSE
    "Unsolved"
ENDIF

 

 

Please look more into this as you're still not supplying native spellchecking in Zendesk and are now breaking 3rd party solutions.

It takes 5 min to test the extension, so there is a difference on unable to troubleshoot and unwilling to troubleshoot.

There are multiple other examples that text replacement options do not work in Zendesk:

https://support.zendesk.com/hc/en-us/community/posts/5395298948250-Autocorrect-suddenly-no-longer-working-in-Admin-Ticket-Reply-area-

https://support.zendesk.com/hc/en-us/community/posts/5401996043162-Mac-OS-text-replacements-shortcuts-not-working-in-latest-update-