Metrics and attributes for Zendesk Support

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126 Comments

  • Jesse Marion

    Hello there, I wonder if anyone has a formula for a custom Attribute for Ticket Update - Hour where the update is a public comment from the Agent. I am creating a heat map for the number of public comments sent each hour by each agent however in doing so I have updated counts in the middle of the night which seem to be timestamps for when the ticket was updated such as sending a satisfaction survey (automation)

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  • CJ Johnson

    What is a "reactivation instance"? 

    Also, what's the difference between an "SLA Target Status" and an "SLA Metric Status"? 

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  • Poli Minkova

    Hi, I have a question about using Explorer to generate a report of how many and which tickets have breached the SLAs - when I used Breached SLA targets I can see as not breached tickets that have been open for quite a while that obviously broke the SLAs I've set up. Why is it that this data appears in the report like that - I can see that there are tickets with much quicker turnaround and resolution times that have breached the SLAs? 

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  • Atul Upadhyay

    Hi, Can you please help to find the respective API end points to get the details for "Updates history metrics"? I am not able to find any field that related to [Update ID] in explore.

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  • Shivdeep Kumar

    Can we convert a numeric metric to standard calculated attribute.

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  • Leanne Weaver

    Hi,

    When the status is updated, I'm trying to check what the previous value was (what it changed from). I currently have this:

    IF ([Changes - Field name] = "status"
    AND ([Changes - Previous value]="open" OR [Changes - Previous value]="new")
    AND [Comment present] = TRUE
    AND [Comment public] = TRUE)
    THEN VALUE(Field changes time (hrs))
    ENDIF

    Are my only options for [Changes - Previous value] "open," "hold," "new," and "pending"? How can I use my custom status fields when checking the previous status?

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  • Dane
    Zendesk Engineering
    Hi CJ,
     
    I have tested it on my end and can't seem to find the specific attribute you are pertaining to. Please contact our support directly so that we can look into it further.
     
    Hi Jesse,
     
    Looking into the query that you have created, it should already work for your use case. You just need to make sure that Updater - Role is set to Agent and Admin.

    Hi Poli,

    It will entirely depend on what are your targets on each tickets. If you have checked the ticket events and you have noticed that there are targets that have been breached where is shouldn't, feel free to contact our support directly for us to investigate further.
     
    Hi Shivdeep,

    Here is a good example that you can check: Explore recipe: Converting between metrics and attributes.
    -1
  • CJ Johnson

    Dane It's literally from this article.

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  • Dane
    Zendesk Engineering
    Hi CJ,
     
    I was pertaining to "Days Since SLA". I missed your other inquiry. I'll review it for you and provide an update.
     
    "SLA metric instance" measures how many times a metric was activated. Every metric will start at "1" aside from Next Reply Time which will start at  "2".
     
    It continues to increment up with each reply.
     
    If you have a ticket with 5 exchanges, first reply time will be instance 1 and next reply time will be instances 2-5.
     
    That allows you to report on each individual reply separately. Maybe instance 2 went way way over the target, but 3, 4, and 5 were all really quick. Then you know that the ticket got lost waiting for an agent to pick it up, but once the agent had it they were responsive. 
     
    The instance attribute doesn't do anything for solve targets or first reply time, but it is hugely valuable for next reply time and periodic update time.
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  • CJ Johnson

    Thanks, the "Days Until SLA" appears to be a custom field deactivated over 5 years ago, and Explore has decided not to nest it under "Custom Fields" which I would think is a bug. No wonder! 

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  • CJ Johnson

    Dane has informed me that my guess was correct, and informed me it's not a bug to Zendesk that all custom fields aren't in the category "custom fields", and there's no plans to make it less broken/misleading or update the documentation, so uh, that's that. 

    0
  • Dane
    Zendesk Engineering
    Hi CJ,
     
    For the documentation, we'll definitely have some improvements. To avoid confusion, the custom fields that will not be nested under "Ticket custom fields" are just the fields under "Date" type.
    0
  • Max Nason

    Hi !

    How can we create a formula if we want to count the time of complete execution only within one month.

    For example: the ticket was created on 29.01.2023 and its agent finally resolved on 02.02.2023, that is, the execution time overlaps in 2 months, and we want to see the full execution time of tickets, for example, which were created and resolved within 01.01.2023 - 31.01.2023 

    How can it be done? 

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Max Nason, you should be able to do this by creating a standard calculated attribute called Tickets created and solved within same month? with the following formula:

    IF [Ticket created - Year]=[Ticket solved - Year] 
    AND [Ticket created - Month]=[Ticket solved - Month]
    THEN TRUE
    ELSE FALSE
    ENDIF

    You can then create a report and:

    1. In the Metrics panel, add one of the Full resolution time metrics (choosing between minutes/hours/days, and between calendar/business hours).
    2. In the Rows panel, add Ticket ID.
    3. In the Filters panel, add the standard calculated attribute you created, and set it to show only results that are "true."  
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  • bill cicchetti

    I have a question on the "Tickets Assigned" field.  Is this the # of tickets assigned to an agent or the # of tickets an agent assigned to another agent?

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  • Dave Symonds

    Hi.  I want to see the number of tickets with a status of  New and Open for each day of the week what column do I use?  What date can I use?  Can I even do the two together

    I  have a ticket count as the metric but I want the columns to be days of the last week.

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  • Bryan conquilla

    Hi is the update - timestamp for reopen is available here in zendesk ? If none can you can anyone help me how to calculate the timestamp between the first ticket assigned to reopens the ticket ?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Bryan,
     
    You may create a custom attribute referencing the Ticket field changes attributes. Here's a sample formula:
    IF [Changes - Field name]="Ticket status"
    AND [Changes - Previous value]="Solved"
    AND [Changes - New value]="Open"
    THEN [Update - Timestamp]
    ENDIF
    You can then create a custom metric using the function DATE_DIFF to calculate for the duration between ticket creation timestamp and this custom timestamp.
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  • Bryan conquilla

    Appreciate you Gab, one last thing, is there a way that we can calculate the Laytime or the waiting time of the ticket ? or the Number of minutes a ticket spends from Ticket created until the ticket status change ? 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Bryan,

    You may use the native Requester wait time metric in the Tickets dataset which pulls the time spent in New, Open and On hold statuses. Or, if you are working on a report using the Updates history dataset, then you can check out the default status time metrics (New, Open, On-hold status time). 
    0
  • Iliya Gorban

    Hey team,

    I've been trying to create a KPI in ZD Explore using timeframes (3 minutes for instance) between updates/public comments/internal comments.
    This query is needed to eliminate duplicate updates made by our team.

    For instance:
    if I've updated a ticket, and accidentally forgot something, I went ahead and updated the ticket with a new comment(1 minute after my first update), I want to count only the first update in this scenario.
    I couldn't find any timeframe-related function, I wonder, is it possible somehow to work with timeframes between updates/comments/internal comments?
    Your help is much appreciated,
    Thank you!



    0
  • Max Nason

    Hi!
    We need to calculate the time from the transfer of the ticket to the second support line to the first response of the second support line agent.

    I tried to create a formula like the one in the standard kit, but it doesn't have the necessary time stamps.

    Is there a way to do what we need?

    1
  • Pedro Rodrigues
    Community Moderator

    Hi Maxim, regarding the time between group reassignments, please check Explore recipe: Tracking ticket assigns across groups.

    As for first reply time after group reassign, it is not currently possible as far as I'm aware. Please do feel free to share your feedback and upvote Calculating First Update Time after ticket was re-assigned to another group and DATE_DIFF() Between 2 Custom Attributes.

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  • Bryan conquilla

    is there a way where we could compute from the first update - timestamp until on the last update - timestamp ? same ticket id ? if yes can you help me to create a attributes on this ? or formula ? 

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  • Dane
    Zendesk Engineering
    Hi Bryan,
     
    I have created a similar formula before but this is a metric for the update difference. This will not solve your actual use case but this should give you an idea on how it's done. The challenge here is how to extract the last update.

    DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
     
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  • Bryan conquilla

    Appreciate it Dane, any thoughts if I use this calculation ? Do you think I will get the exact timestamp ?

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  • Dane
    Zendesk Engineering
    When I used that metric above, it's for the difference of ticket creation and the update on the ticket. As far as I recall it gave the correct value when I used Decimal Place Display Format. Please do take note that custom metrics creation is outside the scope of Zendesk. Cheers!


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  • Bryan conquilla
    that's cool Dane, thank you.
    I tried to use this 

    and here's the result 



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  • Max Nason

    Hi!

    Now we want to create detailed reporting for our second line. and we ran into a problem:
    We need to calculate the time from the second appointment to the first response , is this somehow possible to do?

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  • Cam

    Hello,

     

    Is it possible to make a calculated metric that would measure time a customer replied to an agent-submitted ticket?

    0

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