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 Adding users 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. Now, select a dataset containing the ticket data you'll need to build the query.
   Select Zendesk: Tickets. Query Builder opens.
   
4. Now, create a Standard calculated metric to show the number of days since a ticket was created and today's date. Click Calculations (), and then Standard calculated metric.
   
5. Copy the metric below and paste it into the metric editor. Add a title for the metric like Number of days between today and date ticket created. It will look like the screenshot below:
   

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

   
6. In the Metrics panel, click Add. 
7. From the list of metrics, expand Calculated metrics, click the custom metric you created, Number of days between today and date ticket created, then click Apply.
8. 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.
9. In the Rows panel, click Add.
10. From the list of attributes, expand Ticket, click Ticket ID, then click Apply.
11. In the Explosions panel, click Add.
12. From the list of attributes, expand Requester organization, click Requester organization name, then click Apply.
    
13. (Optional) Click on Requester organization name and exclude NULL. This will exclude results where the requester does not belong to an organization.
    
14. Click Result manipulation () then Top/bottom. Set per the below:
    - Bottom: 1 result
    - Metric: SUM(Number of days between today and date ticket created)
    - Strategy: On rows
    

Then the query is complete. Check out the screenshot below as an example.