End User ticket update initial location on ticket

Answered

2 Comments

  • Official comment
    Taylor Bowser
    Zendesk Customer Advocate

    Hi Stephen, 

     

    Thanks for reaching out! While there isn't a native way to specify the first update on the ticket (until a MIN/MAX function is added), you can accomplish this using filters as a workaround. In my test account, I was able to recreate this type of report using the following: 

    Metrics: 

    D_COUNT(Tickets Updated)

    Rows: 

    Ticket ID
    Update Country and Region
    Update - Timestamp (Optional)

    Filters: 

    Changes - Field Name (filtered to status)
    Changes - Previous Value (filtered to NULL)

    Essentially, this will filter your results to only return data for updates where the Ticket Status was changed from NULL (which only happens upon ticket creation/first comment). Here is a screenshot of what this looks like from my test account: 



    If this isn't quite what you're looking for let me know and I'd be happy to take another look!

    Best, 


    Best, 

  • Stephen F

    Hi Taylor, 

    This is fantastic - meets my needs perfectly. 

    Thank you so much for the assistance. 

    Best regards, 
    Stephen

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