Explore recipe: Tickets unsolved for more than three days

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  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    I reached out to our in-house experts on this, and right now, there is no native way to accomplish this in Explore. I'm going to share this in our weekly digest and see if anyone has a workaround that could help with building this report. 

    Best regards. 

  • Mary SK

    I am very new to Zendesk. Can someone please help me create something for tickets that have had open status for more than 5 days?

  • Brandon Tidd
    User Group Leader Community Moderator
    The Humblident Award - 2021

    Hi @...,

    Welcome to Zendesk!  There's a couple of ways to approach this.  In Explore, you could leverage a similar set of metrics to give you a leading indicator of Tickets that are going stale, but it's not foolproof.  By choosing SUM(Unsolved Tickets Age (days)) and SUM(Unsolved tickets time since update (days)) as your Metrics, The Ticket ID Attribute as your Row and filtering on Ticket Status (Open), you can get a quick table of the current aging of all of your open tickets.  To take it a step further, you can use a Metric Filter to only show wherein the metrics are greater than 5.  See Below:

    > Hint: Right Click And Open Image In A New Tab For A Better View!

    You can also sort by these columns in Ascending or descending order.   

    Note: This is only showing you tickets that are currently open that were created and/or updated more than 5 days ago.  For more detailed tracking, you might consider using an SLA Policy.

    Hope this helps!

    Brandon Tidd
    729 Solutions

  • Adam Terk

    Hi there. I'm looking to create a bar chart that displays the percentage of on-hold tickets that have not had an agent publicly respond within 0-7 days and > 7 days of the agent's last public response. Is this something anyone can help me with? Thanks!

  • Arthur Milanez

    Super useful tutorial! Thanks!

  • Dave Dyson
    Glad it was helpful, Arthur!
  • Brock Mullins

    Hi all,

    I'm trying to create this standard calculated attribute and am receiving the following error message:

    I attempted to wrap it in ATTRIBUTE_FIX and ATTRIBUTE_ADD, still to no avail. I also spent a decent amount of time reading the "Writing Explore formulas" and "Understanding datasets"; along with many other troubleshooting steps. Does anyone have experience troubleshooting this type of calculated attribute?

    Thanks for your help,


  • Brandon Tidd
    User Group Leader Community Moderator
    The Humblident Award - 2021

    Hey Brock,

    Try AVG()

    If it's one ticket, the average will be the same.  If it's multiple tickets, the average will return... the average.

    Hope this helps!



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