I need some assistance in building a query in Zendesk Explore.
I'd like to understand what is the average waiting time of the end-user every time they're waiting for a response (not only the first reply).
For example, If I have 2 tickets:
- 1 ticket which received only 1 reply after 1 day
- 1 ticket which received the first reply after 2 days and a second reply after 1 day
In this example, I have 3 data points, I want to capture that 2 out of three replies were made within 1 day and 1 out of three replies was made within 2 days.
I've tried playing around with both Tickets and Tickets updates datasets, but I can't figure out what to do.
I've seen the Requester wait time brackets as an attribute in the tickets dataset, but I'm unsure whether it captures the time between every reply within a ticket. Do you think I can use this attribute for my use case?
Ideally, I'd like to have a pie/bar chart with the time brackets of every response - For example 25% of responses within 0-24 hrs, 25% of responses within 24-48 hrs, 50% of responses within 2-3 days.
For context, in our business, we use the Solved status every time we reply to a ticket, in case it's important to know for building the query.
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