Explore recipe: Due date performance report

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7 Comments

  • Alessandra Cesari

    Hi, I am trying to calculate the number of days from Ticket creation to when it was updated last, I have created the following metric

    DATE_DIFF([Ticket updated - Timestamp],[Ticket created - Timestamp],"Last Updated (days)"

    But the query displays no result

    Can you help?

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  • Graeme Carmichael
    Community Moderator

    Alessandra

    Try this:

    • DATE_DIFF(TODAY(),[Ticket created - Timestamp],"nb_of_days")

     

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  • Kris Parker

    I'm wanting a report to track my due date metrics and be sure it's based off of the first solved instance. Sometimes the customers are responding back with a simple note of appreciation and the ticket may linger for a day or two before it's solved out again.

     

    Is there a way to be sure I'm accurately tracking the due date delivery based off of the first solve time?

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  • Mrunal Dadhi

    I am trying to display today's date using now() or today() but when I am trying to add these metrics it forcefully applies sum or avg aggregator to it resulting blank display of the date. 

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  • Devan - Community Manager
    Zendesk Community Team

    Kris Parker,

    So you will want to use this rebuild metric on first resolution time to accomplish this, I've gone ahead a linked below an article that goes into detail on how to implement this.

    Explore recipe: Reporting on full resolution time

    Best regards. 

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  • Devan - Community Manager
    Zendesk Community Team

    Mrunal Dadhi,

    This is because metrics only measure numbers, so you would need to accomplish this using an attribute. I've linked an article below that goes into detail on the differences and implementation of metrics and attributes for your reference. 

    Metrics and attributes for Zendesk Support

    Best regards. 

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  • Elizabeth Phelan

    I’ve been able to pull ticket-by-ticket info on whether the due date was hit, but I now need to pull an overall percentage of tickets that were solved by the due date. How do I look at an overall percentage of tickets that achieve the due date delivery?

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