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No existing metric that shows the amount of days since opened
Posted Jul 28, 2021
I want is to add a row to one of my reports that simply displays count of days/week/month thereby giving an idea of how much the ticket has aged since its creation.
Unfortunately, there isn't an existing metric that shows the amount of days since opened.
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6 comments
Chandra Robrock
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
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
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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