Explore recipe: Days since an organization last submitted a ticket

In this Explore recipe, you'll learn how to create a query that shows you when an organization last submitted a ticket.

 

What you'll need

Skill level: Moderate

Time Required: 20 minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the query

 To create the query

1. In Zendesk Explore, click the query () icon.
2. In the Queries Library, click New query.
3. On the Choose a dataset page, click Support > Ticket updates > Support: Tickets, then click New query. Query builder opens.
   
4. Now, you'll create a Standard calculated metric to show the number of days since a ticket was created and today's date. Click Calculations (), then click Standard calculated metric.
   
5. On the Standard calculated metric page, enter a name for the metric like Number of days between today and date ticket created.
6. In the Formula field, enter or paste the following formula:
   

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

   You'll end up with a page that looks similar to the following.
   
7. When you are finished, click Save.
8. In the Metrics panel, click Add. 
9. From the list of metrics, choose Calculated metrics > Number of days between today and date ticket created, the custom metric you just created, then click Apply.
10. Ensure the metric aggregator for Number of days between today and date ticket created is set to SUM. For more information, see Choosing metric aggregators.
11. In the Rows panel, click Add.
12. From the list of attributes, expand Ticket, click Ticket ID, then click Apply.
13. In the Explosions panel, click Add.
14. From the list of attributes, choose Requester organization > Requester organization name, then click Apply.
    
15. (Optional) Click the Requester organization name attribute and exclude NULL values. This will exclude results where the requester does not belong to an organization.
    
16. Click Result manipulation () then Top/bottom. Configure the following options:
    - Bottom: 1 result
    - Metric: SUM(Number of days between today and date ticket created)
    - Strategy: On rows
    

Then the query is complete. See the screenshot below as an example.