Time spent during last month

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4 Comments

  • Hannah Meier
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    Hello Maxime,

    You can do this using the time tracking app and Explore. This article tells you how to create custom metrics to report on time tracking with Explore:

    https://support.zendesk.com/hc/en-us/articles/360022186134#h_ab11cbb7-b2ef-40dc-b1fc-253238888f5a

    In order to only include time spent only during the last month, you'll want to make sure you're using the Ticket Updates dataset, and filter on add a filter on "Update Date" for the past month.

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  • Maxime Santourian
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    Hi Hannah,

     

    Thank you for your quick feedback. But in an other part, it is possible to use the dataset "Tickets" with some details this metric ?

     

    Indeed, my goal is to give also details concerning my tickets (subject, status, ...).

     

    Best regards,

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  • Hannah Meier
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    Hello Maxime,

    The "Tickets" dataset only gives information about the tickets as they currently are. You can use time tracking information with this dataset, but only the total time spent on the ticket (since this is a property of the ticket). If you want to report on any historical events, you'll need to use the "Ticket Updates" dataset. 

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  • Maxime Santourian
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    Ok thank you Hannah for your explanations. Have a good day, and stay safe :).

     

    Best regards,

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