No existing metric that shows the amount of days since opened

6 Comments

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Parth - You could achieve the results you're looking for by building a standard calculated metric. Here's the formula for the metric I use in order to understand the number of days since a ticket was created:

    DATE_DIFF(TODAY(),[Ticket created - Timestamp],"nb_of_days")

    Hope that helps!

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  • Eugene Orman
    Zendesk Product Manager

    There is actually a default metric in the Tickets dataset that serves the same purpose, it is called Unsolved tickets age.

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  • Jack Dimitrievski

    Hi guys, I'm not sure is this is the right topic to ask this question but here it is. Is there a placeholder that will count Days since last customer reply. This is what I want to achive.
    Hi (customer name),

    It's been [NUMBER OF DAYS] days since we've heard from you, so I wanted to reach out and let you know we are going to close this ticket.

    Thank you in advance

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  • Kenny Rohan

    Hi guys, I am also looking to create a report that can reflect average amount of business days from creation to first time solved. I want to be able to run this by date ranch, channel and group. Is there an existing report I can start with or please let me know steps to build it. Thanks

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  • Gabriel
    Zendesk Customer Care
    Hey Kenny! 

    I hope all is well! Please look into this recipe which helps you to report on full resolution time. You may customize this then to the attributes you want!

    I hope this helps! 
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  • Kenny Rohan

    Great thanks for the help!

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