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Adding date calculated metrics



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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15 comments

Hey @...

Hope you are well. 

I can't see the ''Compute separately' option in Date range calculated metric. Has it been removed? 

This is what I'm seeing, the scroll bars are right down: 

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Rob Stack

Zendesk Documentation Team

Hi Vladimir Petrushenka, thanks for this feedback. You're right, I can no longer see it also. If you don't mind, I'm going to open a ticket on your behalf so we can find out if this was intentionally removed and when. I'll cc myself on the ticket and update the docs when we hear back. Thanks again!

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That's great, thanks for this, Rob! 

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I was in the Ticket Updates dataset earlier and it didn't allow for the use of the Date Range Calculated Metric - is that expected?

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Giuseppe

Zendesk Customer Care

Hi Janaya,

 

The Date Range Calculated Metric should still work in the Ticket Updates dataset.

As a test, you can try creating a simple date range calculated metric by following this setup:

Choose a date range and make sure to change the metric from SUM to COUNT as well.

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Apologies Giuseppe,

I think I've left an important detail out, I can go to date range calculated metric on Support: Ticket updates [default] dataset, but I can't seem to choose a ticket based on the pending status, only for tickets solved and tickets created and the requester would like to have a tickets pending calculated metric as well. Can you advise if this is possible?

 

Thank-you!

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Giuseppe

Zendesk Customer Care

Hi Janaya,

 

Thank you for the update. The Tickets Solved and Tickets Created Metrics under Ticket Updates dataset are part of the default Metrics, which is why you see them right away.

If you'd like to add a similar Metric for Pending tickets, the formula would most likely be something like this:

Calculated Metric Name: Tickets Pending

IF ([Changes - Field name]="status"
AND [Changes - Previous value]!="pending"
AND ([Changes - New value]="pending")
AND ([Ticket status - Unsorted] = "Pending")
AND [Update - Timestamp]=[Ticket Pending - Timestamp])
THEN [Update ID]
ENDIF

But first, we will have to create a Ticket Pending - Timestamp calculated attribute. Again, we can mirror the Ticket Solved - Timestamp as follows:

Calculated Attribute Name: Ticket Pending - Timestamp

IF [Changes - Field name] = "status" AND
[Changes - New value] = "pending"
THEN
[Update - Timestamp]
ENDIF

You should now be able to use these Metric and Attribute under Date range calculated metric.

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Thank-you Giuseppe,  when I have a moment I'll give this a try :) 

 

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Does anyone know if the preset "Simple" ranges include the current day?

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Dane

Zendesk Engineering

Hi Naveen,
 
If you use "Simple" as your date range, it will only include the current day if you select Today or designate a range including the current date on Custom.
 
Hope this helps. 
 
Cheers,
Dane

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Is there a way to create custom time brackets?

For example- there are built-in "Requester wait time brackets", but we're looking for better granularity. Can I modify these with a formula? Thanks

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Gabriel

Zendesk Customer Care

Hello James!

Yes, this is possible. Kindly see the instructions addressed in the article "Explore recipe: Displaying tickets answered within different time brackets" - https://support.zendesk.com/hc/en-us/articles/4408825149466-Explore-recipe-Displaying-tickets-answered-within-different-time-brackets

Please, feel free to adapt this to your use case. I hope this helps!

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Hi Gabriel,

That's not quite what I'm looking for. I acknowledge the existence of brackets in my question, but what I'm asking is can we customize the brackets themselves? 

For example:

Requester wait time brackets have groupings such as 1-3 days, 3-7 days, >7 days
We want to make requester wait time brackets that are 1-2 days, 2-4 days, 4-7 days, etc.

Can this be done?

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Alex Zheng

Zendesk Customer Care

Hey James,
 
If you click on the eyeball by the attribute you will be able to see how the formula is constructed which you can then take and create your own formula with whatever time brackets you are looking for.
 

 
Best regards,

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Hi, I am new to Zendesk. Can you help me find how many current agents have not made a any public comment for more than two calendar Days?

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