Explore recipe: Tickets unsolved for more than three days

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11 Comments

  • Kristina Fronheiser
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    This query is no longer working in Explore. 

    0
  • Ricardo
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    Hello, Kristina,

    Which step exactly are you having issues with? I just recreated the query in my test account and on my side it is working fine.

    0
  • Kristina Fronheiser
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    I am getting an error with syntax. Any ideas?

    0
  • Brett - Community Manager
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    Hey Kristina,

    It's possible you're not using the correct dataset which is why you're seeing this error. Can you confirm you're using the Support>Tickets>Support: Tickets dataset when creating this metric?

    Let me know!

    0
  • Kristina Fronheiser
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    That worked! 

    Separate question, is there a way to track tickets that have not been touched in x number of days? I mean any update at all.

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  • Kristina Fronheiser
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    I just need to count the number of tickets that meet the criteria of 'not touched in >7 days" per agent.

    0
  • Devan - Community Manager
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    Hello Kristina Fronheiser,

    So there is a "last update date" attribute you can use to accomplish this. You can use this attribute to either filter the query, or use it in a standard calculated metric. 

    Best regards. 

    0
  • Kristina Fronheiser
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    I think I got it, but I'm hoping you can confirm my logic makes sense!

    IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND
    (DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > "7")
    THEN [Ticket ID]
    ENDIF

     

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  • Devan - Community Manager
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    Hey Kristina Fronheiser,

    Everything looks great on our end, excellent job! Let us know if there is anything else you have a question on, but again, great job on crushing this formula, your logic 100% makes sense.

    Best regards. 

    0
  • Kristina Fronheiser
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    One last question (I hope!)

    I've got the following query that's looking at anything that hasn't been touched for more than 14 days. However, it did not return a result. It's blank, no 0 displayed. I tried un-clicking the metric setting to show blank values, but it didn't work. How do I get it to show a 0 when it doesn't return a record?

     

    My query is: 

    Dashboard:

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  • Devan - Community Manager
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    Hello Kristina Fronheiser,

    This article goes into detail on how to include a 0 value in explore reports. Let us know if this helps resolve this error for you, and if there is anything else we can help with, please don't hesitate to ask. 

    Best regards. 

    0

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