Explore recipe: Days since an organization last submitted a ticket

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15 Comments

  • 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

     

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  • 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. 

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  • 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. 

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  • 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

     

     

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  • Nathan Dollinger

    Graeme Carmichael Thank you that did the trick! 

    1
  • 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?

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  • 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.

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  • Jithin Raju

    Nhia Lor any updates on MIN/MAX(date) function ?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jithin Raju,

    At this time, we do not have any new information or announcements on this product update or its release date. However, I would recommend subscribing to the announcements section of the community, where most product releases are published to stay up to date on releases like this and more. 

    Best regards.

    -1
  • Nhia Lor
    Zendesk Team Member

    We actually just released this functionality recently.  You can learn more about how these new functions here.

    Cheers, Nhia.

    -1
  • CJ Johnson

    Nhia Lor Thanks, but why is this not in any release notes or announcements? Devan - Community Manager 's suggestion to follow announcements means that anyone who is waiting on this feature still doesn't know. 

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  • Jennifer Rowe
    Zendesk Documentation Team

    CJ Johnson That new explore functionality is covered in our July What's New. You can subscribe to the What's New section if you're like. We try to thoroughly cover all product updates there. 

    Not all products are covered in Release Notes (though almost all are) and not every new feature gets it's own announcement.

    Thanks!

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  • CJ Johnson

    That article was posted 24 minutes ago, after my comment, so this is a pretty disingenuous reply.  

    Jennifer Rowe When you all are closing out all our bug tickets and telling us to watch Release notes from now on for updates, and then there isn't any release notes, and the feature already has been released, that sows distrust and frustration. Additionally, subscribing to Release Notes or Announcements is not the same as subscribing to What's New, so the directions that are being handed out on the bugs you are closing, are incorrect and would lead your customers to missing the updates because you didn't tell them there's actually two places to look. 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi CJ Johnson, the What's New was published yesterday, on the 1st of the month. It was edited this morning because we realized a couple of updates made (prior to publishing) were overwritten, so we added them back into the published version today. 

    I am not responsible for the release notes or closing your tickets. I just thought the What's New might be helpful to you for product updates. 

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  • Nicole Saunders
    Zendesk Community Team

    Hey CJ - 

    We're working on improving the communications around feature requests, releases, etc. Your comment is good feedback on the fact that it is confusing not to have a single source of truth, and I'll raise this with the team responsible for working on those improvements. 

    We'll be announcing the first steps we're taking around product communication in the community at an event on July 13. You can register here to attend or get a link to the recording: https://events.zendesk.com/events/details/zendesk-expert-q-as-presents-zendesk-community-feedback-update/

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