Getting started with custom metrics and attributes

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  • Spencer Hutton

    I have dozens of calculated metrics and attributes.  Is there a way to group these in a way that makes managing them easier?  For example, all of my calculated metrics are visible when I click Add then expand the group "Calculated Metrics".  Is there a way to have my own groupings to organize my calculated metrics and attributes better as opposed to having them all in one large grouping?

  • Rob Stack
    Zendesk Documentation Team

    Hi Spencer, there isn't currently a way of doing what you need, but I agree that having a way of grouping custom metrics and attributes is a great idea. This would be a good request for our feedback forum at where it will get visibility from the product team and other customers can vote on it. Thanks!

  • Spencer Hutton

    Thanks Rob.  And thanks for all you do for the community.

  • Rudy

    If in following this example, you accidentally created a Standard Calculated Attribute instead of a Standard Calculated Metric, how do you delete it?

  • Philipp
    Zendesk Customer Care
    Hey Rudy! There should be a delete option when you navigate to the calculated attribute you created from either Rows/Columns/Explosions, clicking on the "pencil" icon, then it should open the calculations tab with the calculated attribute you created and you should see "Options" button at the top right. I hope this helps!

  • Matt Farrington-Smith

    Totally agree with Rudy here - I don't see why we still don't have better management for attributes/calculated metrics. It would be easy no?

    I've just had an instance where the attribute I created is no longer hyperlinked in the metric - so I actually have no way of getting to it.

  • Brandon Frei

    In the section "before you start" there are two links to different articles that are recommended. They both link to the same article. The "Understanding Reports" link is the one that is incorrect. 

  • Erin O'Callaghan
    Zendesk Documentation Team

    Thanks for reporting this, Brandon Frei! I've fixed the Understanding reports link now. 

  • Andrews Dumith

    Greetings guys, 

    Thank you very much for the space to share knowledge and help us understand how this platform works so helpful for us resource managers.

    I have been building a ticket database and have used several very beneficial metrics to measure the effectiveness of my team, in fact I only need one to complete the project and build my own graphs.

    The metric or attribute that I am missing is the age of the tickets, so searching I found this formula:
    IF ([Ticket custom status name] != "Solved")
    THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")

    Which I have pasted to my report but for some reason I don't know, no values are shown in the report and I don't understand why. Possibly one of you has the key to the missing link :)

    Thank you so much,

  • James G
    Hello Andrews, 

    Since your goal is to measure the number of days the ticket is unsolved, I would recommend using the default metric "Unsolved tickets age (days)" instead. This metric should give you the data that you are looking for based on your use case. You may find the complete definition of that metric in our list of metrics here - Tickets metrics

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