• Kerry Charlton

  • October 20, 2021 08:42

  This was possible to create in Insights, can the ETA please be expedited for the current bug so this is achievable in Explore.

• Derrek Jennings

  • October 26, 2021 11:52

  I have a similar request, with a small difference, I need to figure the diff between when a custom field is updated and when the ticket was created, in business hours.

• Kerry Charlton

  • October 26, 2021 12:13

  Derrek Jennings - This is possible, you need to create a standard calculated attribute.

  This is for minutes - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_minutes"))

  This is for hours - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_hours"))

  The attribute is the custom ticket field you want to want to report against

   

   

   

• Derrek Jennings

  • October 26, 2021 13:12

  Great, thank you very much Kerry Charlton! I had a modified formula based on some google searches, but was not as advanced as what you provided.

  Your suggestion is returning results, thank you.

  I tried changing the "nb_of_hours" to be "Business hours (min)/60". Is nb_of_hours straight hours? I thought I read that it was, so thought I'd try business hours, but I am getting no results. Not sure if that would be related at all to the issue I'm waiting on ZD support to find out why the timestamp on our custom date field always has the time portions as 0.

   

  Thanks again Kerry, very much appreciated!

• Joanna (Appamondo)

  • October 26, 2021 15:49
  • Edited

  Derrek Jennings to get the timestamp when the ticket field was updated you would have to create a custom attribute using a formula similar to this, created in the Ticket Updates dataset:

  IF ([Changes - Field name]="CHECKBOX NAME")
  AND
  (([Changes - Previous value]="0") OR
  ([Changes - Previous value]=NULL))
  AND
  ([Changes - New value]="1")
  THEN
  [Update - Timestamp]
  ENDIF

  If the ticket field is not a checkbox you could use a formula similar to this, once again this would have to be created in the Ticket Updates dataset.

  IF ([Changes - Field name]="FIELD NAME")
  AND
  ([Changes - Previous value]=NULL)
  AND
  ([Changes - New value]!=NULL)
  THEN
  [Update - Timestamp]
  ENDIF

   

  Once you have the ticket field updated timestamp you will need to follow Kerry Charlton's formula to get the date difference between the newly created attribute and the created date timestamp.

  When extracting the date difference between your ticket field being updated and the ticket being created 'nb_of_hours' would be the correct date_part to use. 

  To my knowledge it is not possible to return this date difference in business hours, but you may want to reach out to Zendesk directly to confirm that. 

  You can read more about DATE_DIFF here. 

• Rachel Leffel

  • January 25, 2022 19:49

  It seems that the title of this article is spot on - I cannot find a way to calculate the difference between two custom attribute timestamps. The solutions proposed here explain how to get the date difference between one custom attribute timestamp and one standard field timestamp. 
  
  For example, I'm doing the following:

  1. Create two custom attributes, following the format of the above comment. I named these "Tech Support Initial Response" and "Tech Support Escalation Time"
  2. Create another attribute following the date formula that Kerry shared above. This can work to compare the date between one of these attributes and one default field timestamp. It does not work to compare the time between the two custom attributes.

  Note that both of these options work for calculating the time between one of the custom timestamps, and a default field timestamp (creation date):

  This works:

  DATE_DIFF([Tech Support Escalation Time],[Ticket created - Timestamp], "nb_of_hours")

  and this works:

  DATE_DIFF([Tech Support Initial Response],[Ticket created - Timestamp], "nb_of_hours")

  However, it's not possible to get the time between the two custom timestamps. This returns nothing:

  DATE_DIFF([Tech Support Initial Response],[Tech Support Escalation Time], "nb_of_hours")

• Marshall

  • July 13, 2022 19:08

  Also really needing this -- seems like it should be standard.

• CJ Johnson

  • July 13, 2022 19:14

  Another vote here, I've got a huge backlog of requested reports that require this and I have to tell people that the simple calculations they are requesting aren't possible because the product can't do it. 

• Steeve Cayla

  • August 29, 2022 08:32

  Somehow what's possible is to use the Result Metrics Calculation to make a calculation.

  I've done one calculated metric that gives me the DATE_DIFF between ticket creation and my first timestamp. Same with the second timestamp. And then a result metrics calculation of metric2 - metric1.

  Those calculated metrics need to be in the "metrics" for the result metrics calculation to work, but you can check the box at the bottom "Clear used metrics" to hide these 2 metrics from your table.

• Leigh KELSEY

  • October 26, 2022 14:30

  We are also experiencing this issue and have heard from our team that they are frustrated we cannot get what seems to them like an easy-to-achieve metric.

• Monika Kanomata

  • November 11, 2022 16:52

  I would like to vote this feedback as well! It would be helpful to calculate the difference between 2 custom attribute timestamp. 

• Maxim Nason

  • March 30, 2023 10:42

  It would be very cool to have the function described in this post, it would give users access to the most detailed and flexible reporting I think it is worth attention!

  Perhaps this is included in the roadmap and is there a timeline for implementation?

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