Explore recipe: Days since an organization last submitted a ticket

Return to top
Have more questions? Submit a request

7 Comments

  • Nathan Dollinger

    Graeme Carmichael Thank you that did the trick! 

    1
  • Nhia Lor
    Zendesk team member

    Hey Jeff,

    I'm afraid at this time this currently isn't possible using just "[Ticket updated - Date]" as this will also be reflective of ticket updates that don't include a public comment.

    Once we release our MIN/MAX(date) function though; this should enable the ability to build a custom attribute that incorporates the [Update - Date] to calculate the latest ticket update date based on public comment.

    Whilst I'm unable to confirm an ETA it shouldn't be too far away but hope this helps to clarify your question at this immediate moment!

    Best regards,
    Nhia.

    0
  • Nathan Dollinger

    Is there a way to do this but for over 500 organizations? The Explosion is limiting the number of accounts we are able to see. The other option that I think could work is to only see the orgs with days greater than a certain sum. I attempted to do that by limiting the CreatedAt dates of tickets but that does not work because all groups are still included. 

    0
  • Samuel Alberto

    This is great work! However, is there not a limit on explosions? I want to say I read there is an upper limit of 30, so if I had more than 30 requester orgs, the query would fail. Please correct me if I'm wrong. 

    Thanks

     

    0
  • Graeme Carmichael
    Community Moderator

    Nathan

    If you are only interested in how long ago an organisation last submitted a ticket, and can do without the ticket number, you can try:

    Metrics

    • MIN(Number of days between today and date ticket created)

    Rows

    • Ticket Organisation Name

     

    You can then remove the Top/ Bottom filter.

    Hope that helps

     

     

    0
  • Nick Dushack
    Zendesk team member

    Hi Samuel,

    There isn't a set number of maximum Explosions - it really depends on how many results are included in the date range specified, and how long their attribute names are. You can fit more results if you change the number of columns associated with the Explosions in Chart configuration. From what I can tell from testing, it looks like it can handle approximately 25-35 results before it errors out. If you are requiring a report with more results than Explosions can handle, it is recommended to utilize Rows instead and find a chart style that works for you. 

    0
  • Jeff Foss

    Accurate to say you could use a similar metric to calculate days since the ticket was last updated?

    DATE_DIFF(TODAY(),[Ticket updated - Date],"nb_of_days")

    What I'm specifically trying to calculated is days since the ticket last received a public comment - any suggestions?

    0

Please sign in to leave a comment.

Powered by Zendesk