Insights recipe: Reporting on duration of a text field

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27 Comments

  • Neil Davidson
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    So how do I do this in the Zendesk Explore?

    1
  • Lis Vinueza
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    Hey Sarah,

    Is this the time the ticket is sitting with a particular group until it is SOLVED or CLOSED?

    1
  • Matteo Larocca
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    I think the recipe "How long are tickets sitting with my support groups?" is not correct.

    In fact, if I filter the report to just one ticket ID and the ticket moved from G1 to G2, the report just show me the duration on G1. No line for G2 group.

     

    I suppose this is due to lack of event where previous group value was G2 and so no duration is computed.

    But I think there should be a way to have this report complete and correct, but I can't figure out how.

    Any suggestion?

    1
  • Eugene Orman
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    Hi Johann,  

    The metric which you need to use in this case will look like this:

    I tried this metric on my test account and can confirm that it returns expected results. Here is a report example:


    I have created the ticket #1790068 for you in case you'll need more assistance on this case. 

    However, there is a downturn when the "[Text Field] Duration in minutes" fact is used for reporting on Text fields, which are not updated so frequently throughout the ticket live.  

    For example, "Assignee" field might be updated just once on a ticket, in this case, this fact will return a null value. Since it counts the time between 2 text field changes, there should be minimum 2 field updates on the ticket in order to capture the time duration. 

    To avoid this you can use metric logic described in Duration between two or more ticket events in minutes article. 

     

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  • Brett - Community Manager
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    Hey Tom,

    I noticed there hasn't been any movement on your post so I wanted to jump in and offer up the following documentation that goes over setting up a report to show Duration between two or more tickets events in minutes. You should be able to set up a similar report using the instructions provided in the link I've attached.

    Hope this helps :)

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  • Johann
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    Hi there - it's really a great article but unfortunately  I am struggling to adjust it to my needs. I am looking for the number of hours a ticket is assigned to an agent (that is not closed, solved or deleted). Somehow it doesn't show any results if I follow the steps like with the group example. Could you please help?


    Thanks

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  • Steve Morrell
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    Is it possible to use this to measure the time from when a ticket was created to when a certain tag was added? I'm looking for a way to track when the agent thinks that they submitted the correct response, but don't want to change the ticket to closed.

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  • Tom from dapulse
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    Hi there,

     

    How could I calculate average time tickets stay on new or open statuses before moving to hold/solved/pending?

     

    Thanks, Tom!

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  • Jessie Schutz
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    Hey Lis! Thanks for clarifying!

    This is measuring until the ticket is set to Solved.

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  • Tom from dapulse
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    Thanks Brett I'll take a look.

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  • Jessie Schutz
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    Hi Lis! Welcome to the Community!

    Can you clarify what you're looking for? I'm not sure what part of the article you're asking about.

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  • Matteo Larocca
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    Hi Greg,

    the recipe states "You can answer questions like: How long are agents holding on to tickets? How long do tickets take to cycle through each of your Support Levels?"

    I can't find a way to have a complete report to answer the second question. How long, on avarage, a support group holds a ticket?

    Since the duration is computed when the ticket group changes, no duration is provided for the last group on the ticket life cycle (the group that has the ticket when it is finally closed).

    Do you have a way to have this kind of report?

    Thank you

    Matteo

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  • Corey Nunn
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    This is so helpful. I'm trying to create a report that averages all the time different tickets spent in either the new or open status. When I AVG this, it is separating every status change individually, not grouped by ticket. I've created this metric to get the sum for each ticket:

    SELECT SUM([Text Field] Duration in minutes) WHERE [Text Field] Previous Value in ([Status] open,[Status] new) AND Ticket Status <> Deleted

    But what I can't do now is get the average of this for all tickets. I tried creating this with SELECT AVG(Name of this metric) and it doesn't change it

    Any tips?

     

    UPDATE: I may have fixed it. I did a BY statement.

     

    SELECT SUM([Text Field] Duration in minutes) BY Ticket Id WHERE [Text Field] Previous Value in ([Status] open,[Status] new) AND Ticket Status <> Deleted

    Seems to work. Hopefully that's correct!

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  • Lis Vinueza
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    Hey Jessie,

    In the section: "How long are tickets sitting with my support groups?" is that until the ticket is solved or closed? 

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  • Greg
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    Hi Matteo...would you mind clarifying what you are expecting in this scenario? The report in question will show you the amount of time a ticket spent in a previous group, so if the ticket is still within G2 and nothing has happened since it's been there, there is no event to calculate any elapsed time.

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  • Graeme Carmichael
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    Steve

    Ticket tags are not part of the events and so Insight does not record the time a tag was added. But you can monitor the time for custom fields that have associated tags such as drop downs and check boxes.

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  • Heni Anis
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    Thank you we really need it , that will be helpful not only for us .

    Thanks again.

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  • Nicole - Community Manager
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    Hey guys - 

    Zendesk Support can't build custom metrics for you (which is why they sent you to the community) but there are a lot of smart and helpful people here. I'll try to ping a few folks to see if they can weigh in and help you out. 

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  • Greg
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    Hi Matteo,

    I agree that the wording leaves a bit of ambiguity in this recipe and I will pass this to our Documentation team to review this. That being said, if the ticket has not left the final group, there would be no way to report on this with the above metrics. I wish that there were a better answer for this scenario, but there is not going to be a way to handle a calculation of an event that has not yet occurred.

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  • Pete Holborow
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    I was directed to this article by support who suggested it could solve my question on how to report on how long (on average) our tickets are spending in each status before being solved.

    I'm not great with MAQL, how would I go about starting this?

    Thanks

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  • Mindaugas Verkys
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    So from your note:
    Note: This fact only measures the duration for past values. For example, if your ticket status is currently Open, you will not be able to see how long the ticket has been in the Open status.

    If ticket has been in T1 after solved in T2, it will take duration of how long ticket is in t2 or not?

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  • Graeme Carmichael
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    The average time in each status is tricky as one ticket can move into the same status multiple times or have no instances of a status.

    For average time in minutes, I would go for:

     

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  • Stephen Fusco
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    Hi Mindaugas, 

    Thank you for your question. I'm going to need to ask a couple follow up questions that may involve asking some account specific questions so i'm going to create a ticket for you so we can discuss your use case in more detail! 

    You'll hear from me soon in a ticket! 

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  • Anthony Garcia Jr.
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    Hello! I was referred to here by one of your email support representatives when I tried to seek help about creating a custom macro where the amount of time tickets spend on New status is measured. 

     

    My idea is to deduct the amount of time spent on New status from the Requester Wait Time metric. This is so I can measure the amount of time our agents have spent on working on tickets. 

     

    Any advice on this matter will be greatly appreciated. 

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  • Heni Anis
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    Hi , 

    I Have the same question as Pete Holborow Could you please help us ?

    I need a the average time spent on each status of the ticket before it get solved.

    Thanks you.

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  • Nicole - Community Manager
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    Okay, I've pinged our moderator team to see if any of them have suggestions. 

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  • Pete Holborow
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    Nicole that would be perfect thank you.

    0

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