Explore recipe: Tickets unsolved for more than three days

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33 Comments

  • Mary SK

    Hello,
    I am very new to Zendesk. Can someone please help me create something for tickets that have had open status for more than 5 days?

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  • Brandon Tidd
    Community Moderator

    Hi Mary SK,

    Welcome to Zendesk!  There's a couple of ways to approach this.  In Explore, you could leverage a similar set of metrics to give you a leading indicator of Tickets that are going stale, but it's not foolproof.  By choosing SUM(Unsolved Tickets Age (days)) and SUM(Unsolved tickets time since update (days)) as your Metrics, The Ticket ID Attribute as your Row and filtering on Ticket Status (Open), you can get a quick table of the current aging of all of your open tickets.  To take it a step further, you can use a Metric Filter to only show wherein the metrics are greater than 5.  See Below:


    > Hint: Right Click And Open Image In A New Tab For A Better View!

    You can also sort by these columns in Ascending or descending order.   

    Note: This is only showing you tickets that are currently open that were created and/or updated more than 5 days ago.  For more detailed tracking, you might consider using an SLA Policy.

    Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Adam

    Hi there. I'm looking to create a bar chart that displays the percentage of on-hold tickets that have not had an agent publicly respond within 0-7 days and > 7 days of the agent's last public response. Is this something anyone can help me with? Thanks!

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