Explore recipe: Days since an organization last submitted a ticket

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

In this Explore recipe, you'll learn how to create a report that shows you when an organization last submitted a ticket.

 

What you'll need

Skill level: Moderate

Time Required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

 To create the report

1. In Zendesk Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
   
4. Now, you'll create a Standard calculated metric to show the number of days since a ticket was created and today's date. Click Calculations (), then click Standard calculated metric.
   
5. On the Standard calculated metric page, enter a name for the metric like Number of days between today and date ticket created.
6. In the Formula field, enter or paste the following formula:
   

   DATE_DIFF(TODAY(),[Ticket created - Timestamp],"nb_of_days") 

   You'll end up with a page that looks similar to the following.
   
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
7. When you are finished, click Save.
8. In the Metrics panel, click Add. 
9. From the list of metrics, choose Calculated metrics > Number of days between today and date ticket created, the custom metric you just created, then click Apply.
10. Ensure the metric aggregator for Number of days between today and date ticket created is set to SUM. For more information, see Choosing metric aggregators.
11. In the Rows panel, click Add.
12. From the list of attributes, choose Requester organization > Requester organization name, then click Apply.
    
13. (Optional) Click the Requester organization name attribute and exclude NULL values. This will exclude results where the requester does not belong to an organization.
    
14. From the list of attributes, expand Ticket, click Ticket ID, then click Apply.
15. Click Result manipulation () then Top/bottom. Configure the following options:
    - Bottom: 1 result
    - Metric: SUM(Number of days between today and date ticket created)
    - Strategy: Per block on rows
    

Then the report is complete. See the screenshot below as an example.