|Announced on||Rollout on|
|May 11, 2022||June 2, 2022|
What’s changing and why?
As part of our plan to support our customers as well as the future of Explore, we’re preparing to retire the following live metrics:
- Support - New tickets
- Support - Open tickets
- Support - Pending tickets
- Support - On-hold tickets
- Support - Solved tickets
These metrics are all-time metrics, meaning they hold the total number of tickets for the specified status for all time. When it comes to real-time reporting, all-time metrics don’t provide meaningful insight into an organization’s current performance.
With that in mind, we’re pivoting to use time-bound live metrics instead. These time-bound metrics, which are already available, give you the number of tickets in the specified status within the last 30 or 60 minutes, along with the difference as compared to the previous 30 or 60 minutes. With these metrics, you’ll see more meaningful numbers about how your organization’s ticket volume is evolving in real time.
In the example below, 70 tickets were submitted in the past 30 minutes. The red variation indicator tells you that this is 73 fewer tickets than were submitted in the 30 minutes before that.
The following time-bound live metrics are available:
- Support - New tickets (30min)
- Support - New tickets (60 min)
- Support - Open tickets (30min)
- Support - Open tickets (60min)
- Support - Pending tickets (30min)
- Support - Pending tickets (60min)
- Support - On-hold tickets (30min)
- Support - On-hold tickets (60 min)
- Support - Solved tickets (30min)
- Support - Solved tickets (60min)
For more information on reporting on live data, see Live data widgets for Explore dashboards.
Additionally, we’ll be replacing the all-time metrics with the 30-minute time-bound metrics for the corresponding ticket statuses on the default live dashboard.
What do I need to do?
If you use only the Explore default live dashboard, no action is needed on your part. The all-time metrics on the default dashboard will be automatically replaced with the 30-minute time-bound live metric for the same ticket status.
If you use any of the all-time metrics listed above in any of your custom live dashboards, you will need to replace them with one of the time-bound alternatives. See Adding live data and live filter widgets to dashboards.
Optionally, if you want to report on all-time totals, you can still do so by using the following non-live metrics in the Support: Tickets dataset:
- New tickets
- Open tickets
- Pending tickets
- On-hold tickets
- Solved tickets
For instructions, see Explore recipe: Creating KPIs for tickets by status.
How often the non-live metrics are refreshed depends on your Suite or Explore plan. For details, see Data refresh intervals for Explore reporting.