Calculate 2 calculated metrics



  • Devan - Community Manager
    Zendesk Community Team

    Hello Makmur,

    Looks like your question was answered in this post here!

    Best regards. 

  • Makmur Arafat

    Thank you Devan.


    Can I ask you, where can I find explanation for all field and function in zendesk explore?


    I mean function like SUM, VALUE, D_COUNT, COUNT etc not the functions shown in calculation field.


    Thank you

  • Brett Bowser
    Zendesk Community Team

    Hey Makmur,

    The only Functions reference guide we have available is located here which I believe you've already located: Explore functions reference

    Let me know if you have any other questions!

  • Makmur Arafat

    Thank you Brett! 


    Actually, right now I want to count time spent in each update. Since there are field like [Update - Hour] , [Ticket Updated - Hour] and [Field changes time - Hour] which I don't really know the differences between these field, so I just want to search all explanation for each field.


    Also, one more question, can we get a time spent for a tag?


    Thank you.

  • Graeme Carmichael
    Community Moderator


    Unfortunately, it is not possible to find the time spent for a tag.

    In the Ticket Updates dataset, attributes under:

    • Ticket Field Update Values
    • Text Field Changes
    • Time - Ticket Update

    Refer to the field changes throughout the life of the ticket. These are the events that you see when looking at the changes to a ticket in Support.

    I would suggest taking one active ticket and creating a sample report.


    • Count (Tickets Created)


    • Ticket ID
    • Update Timestamp
    • Update Date
    • Update Hour
    • Update ID
    • Changes- Field Name
    • Changes- Previous Value
    • Changes- New Value

    You should be able to match the report to the events you see in support.

    You can find the full Support attribute reference here.

  • Makmur Arafat

    Thank you so much Graeme!


    After many try, I got the function for my equation, which I used Fixed calculate metrics for divider part (b/c)

    But there is still one more problem, this fixed metrics can not change into any filter. Unfortunately, I should create a report for this in every month, which I must use time filter and the metrics doesn't bulge.


    So is there any function or command to create this calculation in explore?


    Thank you.


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