Explore recipe: Creating a ticket first reply date attribute

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19 Comments

  • Amanda Gunn

    Hi Eugene Orman

    How do you write this if you want the field to appear NULL or with some written text like "No first reply yet" when there has not been a first reply on the ticket? I created this attribute and used the date only formula, but for questions without a first response it is just putting in the date of when the ticket is created which is inaccurate.

     

    Thanks,

    Amanda

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  • Brett Bowser
    Zendesk Community Team

    Hey Amanda,

    I saw you already had a ticket open with our Customer Advocacy team regarding a similar query. Were you able to get your question answered from an Advocate?

    Let me know if there's anything else we can assist with.

    Cheers!

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  • Philip Crump

    Hi there,

     

    Thank you for the helpful metric. I am using the date formula that you supplied, and I have confirmed that it works on most of the data. However we have seen strange behaviour whereby it will actually show the first reply date as being in the future.

    In the table below you can see at the bottom that a ticket has been created on 3rd June, and yet it says the first reply was on the 3rd of August. Looking at the ticket itself I can see that it actually received it's first reply on the 6th July. I'm wondering how the calculation may have made this mistake?

    Another example is two tickets created on the 13th June, that the calculation says their first reply is on the 25th July (in the future). Yet one of these tickets was closed and merged with another, so never had a first reply, and the other was responded to on the 6th July. 

     

    Are you able to shed any light on why the calculation might be doing this?

     

    Thank you

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  • Philip Crump

    I have found the issue! For tickets created with the exact same timestamp, the calculation seems to add their first reply times together. Do you think there is a way around this?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Philip Crump,

    After looking into this and talking w/ a few of our experts on this subject, it does seem like some unexpected behavior is taking place. Right now, one of our specialists is looking into this issue and has reached to you via ticket. Once she has more information on this, she will reach out to you, but for now, we appreciate your patience with this snafu. 

    Best regards. 

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  • Jason Brown

    In Explore, if there a way to create a report that has the following Attribute and Metric? 

    Ticket Problem ID

    First Ticket Created Timestamp

     

    We are trying to create a report where we can see when the first incident was created for each problem ticket.

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  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    This recipe may help point you in the right direction! Explore recipe: Measuring the number of incidents by problem

    You can then apply the Time - Ticket created attribute to your report.

    I hope this points you in the right direction!

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  • Richard H Dawson II

    How would you write this if you wanted to group your First reply time by the week of the year.  I want to see the reply time for the tickets updated each week so if a ticket gets opened on a Friday night.  We won't respond to it until Monday which is the following week.  Otherwise, when I report the week's response times it will change later on that day and it will make my reporting look in accurate.

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  • Hannah Meier
    Zendesk team member

    Hello Richard H Dawson II,

    You can do this by changing the last part of the formula, which formats the date. For example, if you want this formula to show the year and week number, you can change the formula to this:

    IF (VALUE(First reply time (min))!=NULL)
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(DATE_TO_TIMESTAMP([Ticket created - Timestamp])+VALUE(First reply time (min))*60),"ww yyyy")
    ELSE "-"
    ENDIF

    Here is a link to an article that describes the values you can use in the DATE_FORMAT() function:

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  • vinod

    Hello,

    I want actual first reply datetime, so create below formula based on article 
    https://support.zendesk.com/hc/en-us/articles/360039944933-Explore-recipe-Creating-a-ticket-first-reply-date-and-time-attribute

    "IF (VALUE(First reply time (min))!=NULL AND VALUE(First reply time (min))>0)
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(NUMBER(DATE_TO_TIMESTAMP([Ticket created - Timestamp]))+VALUE(First reply time (min))*60),"YYYY-MM-dd HH:mm:ss")
    ELSE "-"
    ENDIF"

    However, it is not working and giving blank values, please help....

    BR,

    Vinod

     

     

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  • Eugene Orman
    Zendesk Product Manager

    vinod

    For the timestamp you can use this formula: 

    IF (VALUE(First reply time (min))!=NULL)
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(DATE_TO_TIMESTAMP([Ticket created - Timestamp])+VALUE(First reply time (min))*60),"YYYY-MM-dd HH:MI")
    ELSE "-"
    ENDIF


    However, the date format "MI" syntax is not fully supported. It might be updated in future which will affect your calculation. 

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  • vinod

    Thanks Eugene for your reply.

    However, this "MI" addition is not working here.
    Not sure, if this is the correct way to get the actual datetime of first reply.

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  • Eugene Orman
    Zendesk Product Manager

    @Vidon, This formula works on my test account. To investigate this issue further will be good to have a look at your query. I have created a ticket for you with our Support team.

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  • Daniel Chikanov

    can you provide the solutions to all past customers here instead of saying "we're going to submit a ticket and someone will get back to you"?

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Daniel Chikanov,

    When we pull issues brought up in the community to a private ticket, this is to work with that user to resolve their problem. At times, this requires going over personal information and data, which can be part of the solutions, and create resolutions unique to their account. When we have troubleshooting steps that can be applied as a general fix, we will often publish them in the help center. However, if you are facing an issue similar to another user's post, we'd be happy to assist if you could share the details of this problem.

    Best regards.  

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  • Mengxin

    Hi there,

    Don't know if anyone has brought this up before, how do we filter this attribute like all the other time attributes? (eg. This year, Last month, etc.) 

    I've check the box "sort like time attribute" when creating it, apparently it doesn't work. 

    Thanks! 

    1
  • Giuseppe
    Zendesk Customer Advocate

    Hi Mengxin,

    Unfortunately, it is not possible to add a date range as a filter for custom attributes. For more information, please see Can I add a custom date range in a custom date field attributes?

    However, as a workaround, you can create custom attributes that will instead show the Year/Month by modifying the formula in this article. The simplest way is, instead of displaying the result in "YYYY-MM-dd" format, you can remove the month and date to only get the year. See below:

    IF (VALUE(First reply time (min))!=NULL)
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(DATE_TO_TIMESTAMP([Ticket created - Timestamp])+VALUE(First reply time (min))*60),"YYYY")
    ELSE "-"
    ENDIF

    You can name this "Ticket first reply - Year" and use it as a filter instead. You can also do the same for Month by leaving only the "MM" in the result.

    Regards,

    Giuseppe 

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  • Andres K.

    Hello, this custom field started to fail in my ZD instance. I reached support via chat and they said is a problem with the amount of data I was trying to get. However the query I was using used to work fine on 05/31/2021 and now this field is not showing recent data even if I cap the search to one week in the past.

    Thanks in advance.

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  • Ahn Letran
    Zendesk Customer Advocate

    Hey, Andres!

    Thanks for creating this feedback post. I’ve checked on this on your account and confirmed that data may not load as instantly as possible due to the number of data being pulled up, as advised by my colleague you got in touch with via Live Chat. But I see the attribute is already working as expected. Should you have other concerns, please let us know!

    Cheers!

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