Adding time and date calculated metrics

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11 Comments

  • Hillary Latham
    Community Moderator

    How can I do something similar for a metric like COUNTS (Ticket)?  I want to have columns that are rolling variable date ranges - so not last year, but last 12 months.  Not last half year, but last 6 months.  Is that possible.  Per the above instructions, the metric i'm using isn't date based, so I can't choose it when trying what is laid out in this article.  Thanks.

    6
  • James Molina

    Hi Rob, is there another resource that explains how to create Month To Date This Year (MTDTY) and Month To Date Last Year (MTDLY) time based metrics?  Trying to build a query with these two vales for solved tickets with a % difference.

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi James, unfortunately, there isn't an article that explains how to do this. I'd recommend as a first option to try posting this in our community forums. There are some very knowledgeable folks in there who might be able to suggest a way of accomplishing this. I hope this helps!

    0
  • Andy R

    Time Comparison Metric is poorly documented. I want to create a Year over Year ticket increase calculation

    That means todays date and 12 months back, compared to the previous period and so on.

    How can I achieve this?

    1
  • Vladimir Petrushenka

    Hey Rob Stack

    Hope you are well. 

    I can't see the ''Compute separately' option in Date range calculated metric. Has it been removed? 

    This is what I'm seeing, the scroll bars are right down: 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Vladimir Petrushenka, thanks for this feedback. You're right, I can no longer see it also. If you don't mind, I'm going to open a ticket on your behalf so we can find out if this was intentionally removed and when. I'll cc myself on the ticket and update the docs when we hear back. Thanks again!

    0
  • Vladimir Petrushenka

    That's great, thanks for this, Rob! 

    0
  • Janaya Cassidy

    I was in the Ticket Updates dataset earlier and it didn't allow for the use of the Date Range Calculated Metric - is that expected?

    0
  • Giuseppe
    Zendesk Customer Advocate

    Hi Janaya,

     

    The Date Range Calculated Metric should still work in the Ticket Updates dataset.

    As a test, you can try creating a simple date range calculated metric by following this setup:

    Choose a date range and make sure to change the metric from SUM to COUNT as well.

    0
  • Janaya Cassidy

    Apologies Giuseppe,

    I think I've left an important detail out, I can go to date range calculated metric on Support: Ticket updates [default] dataset, but I can't seem to choose a ticket based on the pending status, only for tickets solved and tickets created and the requester would like to have a tickets pending calculated metric as well. Can you advise if this is possible?

     

    Thank-you!

    0
  • Giuseppe
    Zendesk Customer Advocate

    Hi Janaya,

     

    Thank you for the update. The Tickets Solved and Tickets Created Metrics under Ticket Updates dataset are part of the default Metrics, which is why you see them right away.

    If you'd like to add a similar Metric for Pending tickets, the formula would most likely be something like this:

    Calculated Metric Name: Tickets Pending

    IF ([Changes - Field name]="status"
    AND [Changes - Previous value]!="pending"
    AND ([Changes - New value]="pending")
    AND ([Ticket status - Unsorted] = "Pending")
    AND [Update - Timestamp]=[Ticket Pending - Timestamp])
    THEN [Update ID]
    ENDIF

    But first, we will have to create a Ticket Pending - Timestamp calculated attribute. Again, we can mirror the Ticket Solved - Timestamp as follows:

    Calculated Attribute Name: Ticket Pending - Timestamp

    IF [Changes - Field name] = "status" AND
    [Changes - New value] = "pending"
    THEN
    [Update - Timestamp]
    ENDIF

    You should now be able to use these Metric and Attribute under Date range calculated metric.

    0

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