Amy Dee
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Neueste Aktivität von Amy Dee-
Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...
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Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API. For your example, ticket B ...
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Hi Imran! There are only four "Historic" attributes - Status, Priority, Group, and Assignee. Insights has to go through extra steps to capture those values, so it only covers default system fields....
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Hi Taline! These all need to be separate metrics - SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_a),0) SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_b),0) SELECT IFNULL((SELECT ...
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Hi Diego! I see what's happening here. The default # Tickets Created metric counts tickets based on text field changes on the same date as Date (Ticket Created). It counts tickets once per report s...
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Hi Taline! There are a couple issues with your approach. First, your first metric has this format - SELECT IFNULL((Tag Metric), 1). It should be a 0 at the end, not a 1. Otherwise, tickets with and...
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Hi Andrea! The issue in your screenshot is the # Tickets Solved metric. That metric finds tickets based on the solve event, and it's designed to work in an event-based report. It isn't connected to...
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Hi Sam! That should be possible. The recipe in the article above is based on the native first reply time metric. It doesn't use your SLA policies at all, so it may work for your needs. If you do st...
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Hi William! The recipes in this article are designed to recreate native metrics from scratch using ticket events in Insights. These approaches won't line up with Explore, since the two use differen...
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Hi Patrick! You're on the right track - the issue is likely from tickets that are solved without an agent reply. When a ticket is solved without any public response from an agent, the first reply t...