Insights recipe: Duration between two or more ticket events in minutes

Return to top
Have more questions? Submit a request

96 Comments

  • Viorica Pop

    Hi Amy,

    I need your advice on a metric/report that has to do with events and I'm currently strugguling on how to do it. The final goal is to determine the time it took to Solve a ticket for the first time without Pending (I hope this is dooable). 

    My direction is to substract from First Resolution Time - Total Time Spent in Pending until first resolution time. So I started with the Timestamp when the ticket went for the first time to Solved:

    First change to Solved (T1):
    SELECT MIN(select(select(select Ticket updated (minutes) by Ticket Updates) by Ticket Text Field Change where Text Field = Status and [Text Field] New Value = [Status] solved))
     
    then the Timestamps when the ticket changed to Pending similar to the one above
    Change to Pending (T2):
    SELECT (select(select Ticket updated (minutes) by Ticket Updates) by Ticket Text Field Change where Text Field = Status and [Text Field] New Value = [Status] pending)
     
     and then to aggregate the [Biz Hrs] Agent Wait Time(hrs) where the Change to Pending (T2) < First change to Solved (T1)
    Finally I would need to substract this value from First Resol. Time . Now my report is a bit messy, so maybe you could offer some advice.
     
    Do you think my approach could lead to something? If I'm missing something here can you please let me know.
     
    Thanks in advance!
    0
  • School of Rock, LLC

    @Manish,

    Could you post a screenshot of your metrics? The color-coding is helpful to ensure that the metrics are being built in the correct way.

    0
  • Rajshekar

    Hi All,

    I am new to MAQL and need some help please.

    I am trying to replicate the above query for Ticket created time stamp but I am getting the below error


    Unexpected 's'. Expecting: ELEM_IDENTIFIER, FUNCNAME1, NEXT, OBJECT, STRING, -, RANKFUNCNAME, IF, PREVIOUS, FUNCNAMEN, COUNT, RUNFUNCNAME, REAL, IDENTIFIER, FUNCNAME2, CASE, FUNCNAME12, PERCENTILE, TEXT_ELEM, THIS, NATURAL, (, IFNULL

     

    Regards

    Raj

     

     

     

    0
  • Amy Dee
    Zendesk team member

    Hi Bárbara! Reporting on tags is tricky, because one ticket can have any number of tags at the same time. It's extra tricky in this case, because tags aren't connected to ticket events.

    You can't just add a tag filter to this report. You'll need to make a custom metric for tag filtering, then use that metric to filter your report. (You don't need to display it; you just need to make it for the filter.)

    There are instructions in this recipe article: Reporting on ticket tags

    I hope this helps! Happy reporting!

    0
  • Rajshekar

    Hi Jacob,

    I have gone through the steps, however for now I am only interested  to know the Ticket created (HH:MM) or Time of Event on Ticket (HH:MM)

    Regards

    Raj

     

    0
  • Max McDaniel

    Hi, I'm hoping to construct a metric that will show the duration between ticket creation and a tag being added. It seems the second metric to get the time stamp for a tag being added could be based off the above "Agent left private comment" recipe, but I'm not entirely sure how to represent the tag going from not present to present. Can you advise? 

    0

Please sign in to leave a comment.

Powered by Zendesk