Recreating native ticket metrics with Insights event data

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  • Erik Bailey

    Everything here works great, but I wasn't able to find a way to do the final WHERE clause like:

    WHERE Ticket Status IN (Solved, Closed

    How do you get the "Solved" and "Closed" to appear by themselves, rather than [Status] solved?

  • Amy Dee

    Hi Erik! It sounds like you're looking under [Text Field] New Value or [Text Field] Previous Value. Instead, go to Attribute Values, then look under Ticket Status. That should show you the available values for the Ticket Status attribute, including Solved and Closed.

    I hope this helps! Happy reporting!

  • Erik Bailey

    Score - that was it! Thank you! :)

  • Leigh Cohen


    I am trying to create a report to determine which tickets have more than 3 public replies and by which agents.

    I tried to create a report that has

    # Tickets

    I tried to create a custom metric to add  - # Tickets WHERE #public Comments > 3


    The custom metric is not working so I am sure I did not set it up properly.


    Any suggestions?



  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Leigh,

    You shouldn't need a custom metric for that report. If you do the following I believe it will give you what you're looking for.


    • # Ticket Updates


    • Ticket Id
    • Updater


    • Numeric range filter: Ticket Id where # Public Comments is greater that 3
    • (Optional) a relevant date filter, to limit the report size.

    Hope that helps you out.

  • William C

    Hey There, 

    I'm looking to create an Explore attribute "First Solve Time" so that data does not retroactively change when tickets are re-opened and solved again.

    I thought the "Timestamp: Ticket Solve Event (Min)" would do the trick though it doesn't seem to be working in Explore... any suggestions?

  • Amy Dee

    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 different query languages. Fortunately, there's a much easier way to do what you describe.

    Zendesk natively captures two resolution metrics: first and full resolution time. The first resolution time metric covers the time from ticket creation to the first time the ticket is set to solved. It does not change if the ticket is reopened and solved again later. Full resolution time metrics capture the time from ticket creation through the final solve.

    It sounds like you're interested in the first resolution time. I recommend using the default metrics to get started. They don't require any extra effort to set up. As a bonus, the default metrics also record results in business hours, while custom durations are calendar hours only.

    We have more detailed info and illustrations in this article About native Support time duration metrics.

    I hope this helps! Happy reporting!

  • William C

    You're awesome Amy!! Thanks so much for the quick reply


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