Unsolved Ticket Aging Reporting

8 Comments

  • James Sanford

    Hey Adnan!

    You may consider using some of the default Metrics and Attributes available in Explore for this purpose.

    You can view the formula used for these standard calculated metrics via the 'pencil' edit icon.

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  • Gef Faelden

    Link is dead

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  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Gef!

    I've updated the link so you should be able to navigate to the appropriate article :) 

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  • Spencer Hutton

    Any way to report on Unsolved Ticket Aging with Business Hours (as opposed to Calendar Hours)?

    1
  • Christian O'Reilly

    I also have the same requirement.  Ticket age in business hours. Has anyone found a solution?

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Christian,

    This recipe is what we typically refer users to when trying to report on ticket age: Explore recipe: Backlog tickets by month

    It may be worth taking a look to see if that points you in the right direction!

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  • Spencer Hutton

    That article is nice, but it relies on the Backlog dataset which gives us the backlog by day.  I suspect that Christian (like myself) may be looking for the value of aging tickets in business hours throughout the day.  I would assume this would mean that a new built in calculated metric would have to be created.

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  • Christian O'Reilly

    I appreciate your help Brett, but Spencer is correct. 

    Unresolved ticket age is the exact function that I need, but I only want to consider business hours in the calculation.  Currently, we are exporting that metric to Excel for all open tickets and doing the adjustment manually.

    I have a ticket open with support for guidance on this, I will update this post if I receive a helpful response.  

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