Cost to serve query

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6 Comments

  • Terrence
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    Hi Kim,

    A calculated metric can handle custom sums and percentages but it depends on the field type and value. Where is the balance data stored in Zendesk? 

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  • Kimberly Shipman
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    Hi Terry,

    Thank you for your response. We do not store the balance data in Zendesk. I am new to most of Zendesk, but I wasn't aware you could store that kind of data (an actual number balance). The only thing I can think of right now is to create customer lists based off balances, but I still don't think that will give me the outcome I'm hoping for. 

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  • Terrence
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    Happy to help! 

    In Zendesk Support you can add custom data fields on tickets, users, and organizations. Depending on where your data is stored you might even be able to synchronize this information with your external system.  

    The field type and location determines how they can be used in Explore metrics for calculations. 

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  • Kimberly Shipman
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    Thank you again Terry for the info. I think creating a Organization field will do the trick. I've created the field but I'm still trying to figure out how to build a query that will give me the results I need. I'm going to keep playing around with it but any ideas would be welcomed! 

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  • Terrence
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    You're welcome! My testing shows this in POC, but doesn't give useful information :) screenshots from my example are below.

     

    You will need to create a Standard calculated metric using your organization field ( Organization Balance in my example below) divided by Unsolved Tickets Age - hrs, or whichever hour count is best for your needs!

     

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  • Kimberly Shipman
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    Perfect! This is a great place for me to start. I definitely learn best given a starting point. Especially with something like Zendesk which has so many different aspects to it. Thanks again! I really appreciate your help. 

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