Count of Tickets in an and never in an On-Hold Status

Answered

3 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Travis,

    I reached out to our Explore experts and they mentioned that you should change your metric to look similar to the following:

    IF (
    [Changes - Field name]="status" AND
    (
    [Changes - New value]="hold" OR
    [Changes - Previous value]!="hold"
    )
    )
    THEN [Ticket ID]
    ENDIF

    You can then create a separate metric for tickets that haven't been on hold to get the results you're looking for.

    I hope this points you in the right direction!

    0
  • Jessica Strozyk

    Hi,

    I tried this formula because I am trying to accomplish the same thing and I think the OR should be an AND (new value is hold AND previous value is not hold) otherwise it returns numbers that seem to be way too high.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jessica Strozyk

    I would try using this update to the formula and see if this works.

    IF (
    [Changes - Field name]="status" AND
    (
    [Changes - New value]="hold" OR
    [Changes - Previous value]="hold"
    )
    OR [Ticket status] = "hold"
    )
    THEN [Ticket ID]
    ENDIF

    Let us know if this works for you and if there is anything else we can assist with.

    Best regards. 

    0

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