How can I create a view or report on the age of a ticket?

Return to top
Have more questions? Submit a request

10 Comments

  • Melanie Leu

    Hi,

    I want to have a backlog report that shows the number of tickets that are older than 72 hours.
    In the views the age in hours is easily visible but how can I do this in a report? The metric presented above (Ticket Age) only gives me the age of the oldest ticket, and only in days where I want it in hours.

    Thanks for any suggestion!

    Melanie

    0
  • Jessie Schutz
    Zendesk team member

    Hi Melanie! I'm going to check with some of our Insights gurus to see if they can help with this!

    0
  • Han Van Kammen

    Hi Jessie, did you get any update on Melanie's question? I would like to make a report on Open tickets that are older than 7 days.

    Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Han!

    I floated this by our Community Moderators to see if anyone was available to answer but it looks like no one was able to pick it up. I'll bump it and see if anyone's around. :)

    0
  • Dan Cooper
    Community Moderator

    Hi Melanie and Han, 

    I think I have a solution for each of you.  The trick will be to add Ticket Id into your How condition.  This forces the Ticket Age metric to split on a per ticket basis. 

    Try building a report using the following in insights:

    What: 

    Ticket Age (days) [AVG]

    How:

    Ticket id 

    Filter:

    Choose Numeric Range Filter
    Attribute = Ticket id
    Metric = Ticket Age (days) [AVG] is greater than or equal to the number of days you want to filter down to. 

    Status is New, Open, Pending, On Hold, etc (adjust as necessary). 

    0
  • Lohith S

    Hi Team,

    Is there a way to exclude the weekends from Ticket Age ?

    0
  • Melanie Leu

    Hey Lohith,

    I think the best solution for you would be to set schedules for your tickets, apply them to the tickets and then report only for business hours.

    Have a look at these articles:

    https://support.zendesk.com/hc/en-us/articles/203662206-Setting-your-schedule-with-business-hours-and-holidays-Professional-and-Enterprise-

    https://support.zendesk.com/hc/en-us/articles/115001541708-FRT-reporting-Business-hours-and-multiple-agent-shifts

     

    I hope this helps! To my knowledge there is nothing tough to adjust past tickets.

    0
  • Lohith S

    Hi Melanie,

    Thanks for the article, I have enabled the Business hours. Is there anything else to apply it to Tickets or in Professional plan does it add the default schedule to all Tickets from now on ?

    0
  • Melanie Leu

    Hi Lohith,

    That depends a bit on your setup and if you have more than 1 schedule, if you have only 1 it will be the default for all tickets an otherwise you need triggers.

    But check the 'Applying your schedules to tickets' section in the first article. I think that explains it very nicely :)

    0
  • Lohith S

    Thanks, Melanie, Applying schedules to Tickets is for Enterprise plan, We have a Professional Plan, so there is only one schedule.

    Thanks

    Lohith S

    0

Please sign in to leave a comment.

Powered by Zendesk