• Brett Bowser

  • October 08, 2019 16:24

  Zendesk Community Team

  Hey Shane,

  It looks like there hasn't been any traction on this post yet. I wanted to at least follow-up with you here and provide the following recipe that may help get you started :)

  Explore recipe: Reporting on the duration of fields

  I'll keep this post open in case other users want to jump in and offer up some advice.

  Cheers!

• Graeme Carmichael

  • October 10, 2019 13:16

  Community Moderator

  Shane

  I really struggle with how this is best done in Explore as opposed to Insights. Hopefully someone can confirm that this is the correct approach.

  If you are looking for a list of tickets with the timestamp of the last priority change, I believe I can do that.

  Filter

  • Changes Field Name > Includes> Priority

  Rows

  The order that you list your information is important here. So keep the timestamp last.

  • Ticket ID
  • Ticket Priority
  • Ticket Subject
  • Update - Timestamp

  Create a new metric, 'Time since update'.

  • DATE_DIFF(TODAY(),[Update - Timestamp],"nb_of_seconds")

  Add this to your report with the SUM aggregate.

  To restrict the output to the most recent priority change, we want the lowest value of this metric per ticket.

  Under Results Manipulation> Top\ Bottom use the settings:

  

   

  To make it a little prettier, you can go to Chart Configuration> Columns and hide the time since update metric.

  Hope that helps.

   

• Yamile Martinez

  • October 21, 2019 14:07

  Hi Shane,

  I was wondering what you meant ticket priority changes since Zendesk does not allow to make any priority changes after i believe this first 8 hrs or am I missing something?   

  Because i was wondering if anyone had a solution to this restriction which we are suffering greatly on.  Most of the time we need to change priority the SLA has expired because we are negotiating with our clients.

  Does anyone have the same issues?  if so, what is your solution.  My solution is not great and i am seeking help from the Zendesk Community to see how your workaround is? 

  We recently have transitioned to the Enterprise version.

  Thanks,

  Yami

• Graeme Carmichael

  • October 24, 2019 06:57

  Community Moderator

  Yami

  I am not sure that I am following you.

  >Zendesk does not allow to make any priority changes after i believe this first 8 hrs

  In Zendesk you can change any ticket field at any time. I am not sure what is restricting you change a ticket's priority unless you have a trigger that is reversing your action.

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