Explore recipe: Tickets unsolved for more than three days

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28 Comments

  • Kristina Fronheiser

    This query is no longer working in Explore. 

    0
  • Ricardo
    Zendesk Community Team

    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

    I am getting an error with syntax. Any ideas?

    0
  • Brett Bowser
    Zendesk Community Team

    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

    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.

    0
  • Kristina Fronheiser

    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
    Zendesk Community Team

    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

    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

     

    0
  • Devan - Community Manager
    Zendesk Community Team

    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

    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:

    0
  • Devan - Community Manager
    Zendesk Community Team

    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
  • Jim Collins

    I followed these instructions to a tee, and the report doesn't resemble what is shown. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jim Collins,

    So I think you may have the wrong type of graph as well as having not enough dates selected from the image you shared with us. I would recommend still starting with a row chart just in the initial setup and ensuring you have the "Ticket Created - Date" selected. Go ahead and run a check on what I mentioned and let me know if you are still having this issue. 

    Best regards. 

    0
  • Robert Magee

    Hi,

    Kristina Fronheiser has setup a dashboard called Zendesk Ticket reporting and has posted a picture of it 4 months ago. I am new to Zendesk and would love to get something setup like this for my teams. How would I go about this?

    Kind Regards

    0
  • Brandon Tidd
    Community Moderator

    Hi Robert Magee 

    Happy to try and help here.  This dashboard looks like it is leveraging several queries and some custom dashboard formatting.  The linked articles should set you on the proper course... And speaking of courses, I would highly recommend checking out some of the training resources available via the learning portal.

    Brandon

    0
  • Jed Hollander

    Hi there, I am trying to accomplish something similar by reporting out on all tickets with the following conditions

    • Priority = Normal
    • Status =!solved / !closed
    • Open X amount of time past created date

     

    The recipes are great but not exactly what I am looking for.

     

    I'm trying to build the formula like so:

     

    if (Value (Unsolved Tickets age (HOURS([Ticket created - Timestamp]) >32)
    AND [Ticket priority] = "normal"
    THEN ">32 Hours"
    ELSE "solved"
    ENDIF

     

    And keep getting errors. I'm probably doing this wrong, any assistance would be greatly appreciated. 

     

    Thanks

    0
  • Brandon Tidd
    Community Moderator

    Hi Jed Hollander -

    Can you confirm you are using the Support>Tickets>Support: Tickets dataset when creating this metric?

    Brandon

    0
  • Jed Hollander

    Hi Brandon Tidd.

     

    Yes I am.

    0
  • Brandon Tidd
    Community Moderator

    Hi Jed Hollander

    Would you be able to post a screen shot of the error that your'e getting?

    Brandon

    0
  • Jed Hollander

    Here you go. And maybe I'm doing it wrong, but essentially I need to track all tickets in open and pending state from the time that they are created until a set time and if possible add some type of countdown.

     

     

    Thanks for looking and the assistance.

    0
  • Brandon Tidd
    Community Moderator

    Hey Jed Hollander,

    I think perhaps you might be able to use IF (VALUE(Unsolved tickets age (hrs))>32) in the first line.

    Let me know if that helps you.

    Brandon

    0
  • Jed Hollander

    Thanks for the suggestion Brandon Tidd, but would that count the hours from ticket created time stamp?

     

     

     

    0
  • Brandon Tidd
    Community Moderator

    This should be one in the same (?)

    0
  • Jed Hollander

    Brandon Tidd thanks for your help here.

     

    Just to confirm I'm doing this right, in theory this formula here:

     

    IF ([Ticket status - Unsorted] != "Solved"
    AND [Ticket status - Unsorted] != "Closed"
    AND [Ticket priority] = "Normal")
    AND (VALUE(Unsolved tickets age (hrs))> "94")
    THEN [Ticket ID]
    ENDIF

     

    Should return any ticket that is not solved / not closed, ticket priority = normal, and is in an unsolved state but older than 94 hours from the created date timestamp, correct?

     

    Thanks for the help once again.

     

    0
  • Jed Hollander

    Update:

     

    I got the above working, had to fix my formula just a tad:

     

    IF ([Ticket status - Unsorted] != "On-Hold"
    AND [Ticket status - Unsorted] != "Solved"
    AND [Ticket status - Unsorted] != "Closed"
    AND [Ticket priority] = "Normal")
    AND (VALUE(Unsolved tickets age (hrs))>94)
    THEN [Ticket ID]
    ENDIF

     

    Returns the following:

     

     

    Ultimately, what I am trying to do, is to replace that ticket ID in the what-if to display the actual date that the SLA would be considered breach, in this case, 96 hours. is there any way to do this?

    0
  • Jed Hollander

    Update #2. I think I finally got it after a lot of trial and error.

    Formula:

    IF ([Ticket priority - Unsorted] ="Normal"
    AND [Ticket status - Unsorted] ="New"
    OR [Ticket status - Unsorted] ="Open"
    OR [Ticket status - Unsorted] ="Pending")
    THEN DATE_DIFF([Ticket created - Timestamp],TODAY(), "nb_of_hours")
    ENDIF

    Result:

    Would love to know if someone could check my logic and tell me if I can use the round up in that formula to make these even numbers?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jed,

    You'd want to add a set of () in your formula as shown below:

    IF ([Ticket priority - Unsorted] ="Normal")
    AND ([Ticket status - Unsorted] ="New"
    OR [Ticket status - Unsorted] ="Open"
    OR [Ticket status - Unsorted] ="Pending")
    THEN DATE_DIFF([Ticket created - Timestamp],TODAY(), "nb_of_hours")
    ENDIF

    One of our Explore experts used the above and that seems to work for them. 

    You can then remove decimals by going to chart configuration>>display format and editing the custom metric's display.

    Hope this helps!

    0
  • Jed Hollander

    Thanks Brett Bowser I updated it and it works properly! Thank you.

     

    About the decimal removal, this is not working, maybe I'm doing it wrong?

    0

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