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DATE_DIFF() should return only time differences within business hours

Daniela Basualdo

Hi Zendesk Team

At creating a calculated metric in Explore, there should be a functionality for calculating the time difference within business hours.

DATE_DIFF() does not give an option to consider business hours or not.

This would be a nice feature.

 

Thanks

Daniela

 

 

9 Comments

  • Nayeli G. Jimenez

    Hello Zendesk team. 
    About this comment by Daniela, is any change? Is important for specifics metrics, that we can consider business hours or not, in Date_Diff function, or something to discriminate just saturday and sunday.

    Thanks for the reply

     

    1
  • Ryan Mumby

    Also just went through a nightmare of trying to use a whole mess of different standard and custom attributes to come up with my own "first assignment to resolution time" metric that would only show business hours only to ultimately end up not being able to calculate date diff in business hours in every avenue I went down. Can't believe this isn't available, feels like it would be pretty simple to code as there are a bunch of other standard metrics that make that calculation behind the scenes, its just not available in the GUI for us to grab and use on our own. 

    1
  • Matt Farrington-Smith

    Hey Ryan Mumby on the off chance you see this - what did you end up doing? 

    I have a similar situation and ZD even told me it's not possible. If this know this then why!?

    1
  • Matt Trexler

    Hello Zendesk team! 

    Any updates or possibility that this is on your roadmap? 

    1
  • Nayeli G. Jimenez

    Hello Zendesk team.
    Any update or guide to make this possible?
    Thanks

     

    1
  • 洋一 安部

    Hello, Zendesk team.

    Me too. It's also intense mess to us.

    We can't measure our performance correctly.

    We eager to ZD would add it to the ticket metrics or calcurations.

    3
  • Sara Ledger

    This is also very important to our organization as we have different groups using different schedules. Needing to know the time frames between dates based on the schedule set on the ticket is very important.

    3
  • Quinn McHugh

    This is a blocker for my organization - not being able to calculate date differences based on a business calendar means we are not able to accurately report on the SLAs we've defined. 

    2
  • Justin Rogers [.io]

    Yes this is a big blocker for my organization as well to the point where we had to change SLAs. This is an industry standard measure of SLA that baffles me Zendesk cannot provide analytics for, unless the Support Department is 24 hours.

    0

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