Metrics and attributes for Zendesk Guide

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32 Comments

  • MT Steve Tilley

    Hi!

    I'm currently trying to build a bit of a handover dashboard and want to show a count of the top problem IDs for the last 12 hours.

    Is there a way to get a metric to filter when tickets were initially marked as incidents and assigned to a problem ID?

    Thanks!

    0
  • Dane
    Zendesk Engineering
    Hi Steve,
     
    You can try to use this formula to extract such tickets. 
     
    IF ([Changes - Field name] = "type"
    AND ([Changes - Previous value]=NULL OR [Changes - Previous value]="Question")
    AND [Changes - New value]!="Incident")
    THEN [Update ID]
    ENDIF
     
    Afterwards, modify this simple query depending on your preference.
     

     
    0

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