4 Comments

  • Dennis Lynn
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    Hey Kristin,

    I've got a bit of good news, bad(ish) news for you on this regard. If you are like me you may want to rip the bandaid off right away,  so let's start with the bad(ish) news:

    Bad(ish) news: There are not any default metrics or attributes that you can use in Insights which would allow you to report on the amount of time that has elapsed since a ticket was last updated.

    You can report on things like # Tickets (What) then use an attribute like Date (Ticket last updated) to give you a basic report on when the ticket was last modified. The trouble here however is that this attribute is going to be impacted by every update, and it will be difficult to narrow this down to only include updates that were status changes to pending (or something like that). You might be able to get fancy with creating a custom metric using the ticket events model, which is why I only called this "bad(ish)", but I think I have a better idea!


    Good news: Instead of a report, you could create a simple view that shows you any ticket that has gone X hours since it was set to pending. Views are far easier to create for this purpose, and easy to stay on top of as well. The simplest version of this would be to create a view with two conditions:

    Ticket: status is Pending

    Ticket: Hours since pending (calendar) Greater than 24 (or however long you are interested in measuring). 

    If you wanted to go pro, you can use reports to see how many tickets had delayed replies! Doing this would be a simple matter of creating an automation with similar conditions as your view that then tags the ticket in some way, then you can build a report that looks for all tickets containing that tag. With this combo, you can now more easily manage your delayed responses with your view and address response gaps and measure success on improving those gaps over time in Insights!

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  • Kristin Stroobosscher
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    I actually did end up making a report using the tickets event model shortly after I created this thread, but I left the thread up to see if there was some simpler way that I missed... I guess not :)

    I thought about tracking with tags, but I haven't gotten around to thinking through that full process yet. The tickets event model works fine for now.

    Thanks!

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  • Mark Kofman
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    Kristin, do you mind sharing report using event model?

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  • DJ Jimenez
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    I was also interested in finding out the duration spent in each ticket status. This article helped me out - https://support.zendesk.com/hc/en-us/articles/206286387

    0

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