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Custom metric showing changes in a ticket field
Answered
Posted Feb 12, 2020
Hi,
I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Reparatur" to "Beschwerden". This is what I got so far:
Unfortunately, the metric is only showing 0, even though I know for a fact, that there are tickets with exactly that change. Where did I go wrong?
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20
20 comments
Marie-Cathrine
Hi Jessica,
To look at group changes, you should use the group IDs instead of their names and then use [Update ID] instead of [Ticket ID]. The metric should look something like this:
For more information on this topic, you can look at this recipe: https://support.zendesk.com/hc/en-us/articles/360025454293-Explore-recipe-Tracking-ticket-assigns-across-groups
#helpsome regards,
Marie-Cathrine Sørensen
Business Intelligence Analyst @ helphouse.io
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Jessica Strozyk
Hi Marie-Cathrine,
That way it worked. Thanks a lot for your help!
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Jessica Strozyk
Hi Marie-Cathrine,
Since you were such a great help last time around, I was wondering if you also know how I can access changes in custom field options. More specifically, I want to track a change in a custom ticket field from it was 'xyz' to it is 'not xyz'. I have tried different ways so far but none of them work.
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Marie-Cathrine
Hi Jessica,
Here is how I would do it:
I hope this helps :)
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Jessica Strozyk
Thank you so much! I had tried ID and name before, but not value. I am still quite new to zendesk, so I'm only starting to understand its quirks.
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Marie-Cathrine
You're welcome, glad I could help :)
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Nicolas Smith
Hi there,
I was wondering if we are able to build a custom metric for when a checkbox goes from False to True - I've tried a bunch of different methods but it doesn't seem to want to work. I also checked our ticket_fields.json and there are no "Value" sections like above.
IF ([Changes - Field name] = "Needs RS Assistance"
AND [Changes - Previous value] = FALSE
AND [Changes - New value] = TRUE )
THEN [Update ID]
ENDIF
This seems to be returning a "Blank" instead of 0 currently.
We also want to record the date of each switch.
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Nicolas Smith
Nevermind! Just figured it out, unchecked value is 0, checked is 1!
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Dream
Hi,
[Changes - Field name] = "group_id"
May I change "group_id" to "role_id"?
Is this syntax practical, if I want to check the custom roles change? (Support Enterprise Plan)
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Taylor Bowser
Hi @...,
Unfortunately, role_id is not a reportable value for the changes - field name attribute at this time. I recommend posting in our Explore Product Feedback Community!
Best,
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Diego
@... Hi Taylor!
I have a similar problem as per Kamolchanok Jittrepit' s one.
I am trying to count Ticket IDs who changed the brand, I adapted the formula in this way (using brand IDs) but with no results.
IF ([Changes - Field name] = "Ticket brand" AND
[Changes - Previous value] = "301432" AND
[Changes - New value] = "3288609") THEN
[Ticket ID]
ENDIF
Do you have any suggestions?
Thanks and Ciao from Italy!
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Taylor Bowser
Hi @...,
This one is doable! You'll want to adjust the formula to match the following.
Hope this helps!
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Diego
@... Thank a lot for your response, I just pasted the formula but the query returns this error :/ do you know why?
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Taylor Bowser
Hi @...,
Can you double check that you're using the Support: Ticket Updates dataset when building this custom metric?
Best,
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Hope Saldana
This post has been very helpful! I need to go one step further and calculate the daily average an agent changes a custom field to "yes." We have an integration with Jira and in order to track which cases have been "sent to development" we change a custom field from blank or "no" to "yes." Here is the formula I am trying:

I modified the daily averages formula from the Zendesk default "Tickets solved - Daily average" to create my THEN statement, but it is not pulling in the data I need. What am I missing?
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Gab Guinto
Can you modify this condition in your formula –
– to something like this?
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Hope Saldana
Gab,
Thanks for the tip! I changed that and its closer.. But it looks like its pulling in the update ID instead of a count of the Ticket ID.
I changed the metric to pull the Ticket ID at the end, but the numbers are way off:

I would expect the numbers to be from 2-4.
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Jessica Strozyk
Hi Hope,
I think this might be because you are using "sum" as an aggregator. So it just adds up all the IDs.
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Hope Saldana
Aha! That was it. I changed it to "COUNT" and it worked. Should have seen that one! Thank you so much!
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Hannah Lucid
Hello!
Is there a way to report on when a field value changes and what the original value and new value is? Preferrably the UI value and not the API # value?
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