Explore recipe: Days since an organization last submitted a ticket

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16 Comments

  • 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

    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

    @... any updates on MIN/MAX(date) function ?

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    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

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

    Cheers, Nhia.

    -1
  • CJ Johnson

    @... Thanks, but why is this not in any release notes or announcements? @... '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

    @... 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.  

    @... 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 @..., 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. 

    -1
  • Nicole Saunders
    Zendesk Community Manager

    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/

    -1
  • John DiGregorio

    I set the formula up and it works great.  However, when I try to excluded days (under 5) the report brings back the old value versus the new.   Example, I updated a case yesterday - with the filter on it shows 56 days - with the filter off it shows 1

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  • Dane
    Zendesk Engineering
    Hi John,

    Based on the information you provided it seems that you are using [Ticket updated - Date]. If that's the case, it will be better if you utilize the MIN/MAX(date) function.

    If you are already using it and the same behavior persists, please contact our support directly so that we can investigate further.
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  • John DiGregorio

    Dane I am using the DATE_DIFF (Today(),[Update - Date],  "nb_of_days") - however when I try to exclude anything under 5 it brings back the comment date from before that.   I am trying to see which cases haven't been update in over 5 days.   There are two calculated Metrics - see below.  The first gets the time stamp of the last update and the second tells how many days since the last update.  Could your provide an example of the MIN/MAX function mentioned above - the metric I am using doesn't have this

     

     

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  • Dane
    Zendesk Engineering
    Hi John,
     
    I have created a ticket for you to investigate. Please wait for my update via email and let's continue from there.
    -1
  • John DiGregorio

    Dane I tried the Min/Max that someone recommended but it didn't work.  I found an arictle that said to try to convert the value to a Number, which I did and now the filter works correctly.  Thanks for your quick response

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  • Dane
    Zendesk Engineering
    That's great to hear John. It can also serve as a reference for other users. 

    Cheers!
    -1

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