EXPLORE - first ticket status at creation

Answered

Posted Nov 29, 2021

Hi,

I would like to know if it's possible to create a metric or an attribute that can display the informations about the ticket at his creation before any update ?

for exemple i would like to know if the ticket was created first with a High priority. right know i can't find this information because zendesk give me the last update status and if the priority was downgrade I can only see the new priority.

Hope I am clear,

thank you for you're help !

Alexandre

2 comments

Date

Gab Guinto

Zendesk Customer Care

Dec 04, 2021

Hi Pagot,

You can build a query under the Ticket updates dataset, and use the attribute Update ticket status with the metric Tickets created.

Note that when sliced by the attribute update status, the table may initially show rows for other statuses (with a zero value for Tickets created); just apply a metric filter to hide the rows with zero values.

You can also use the other default attributes under the Ticket field update values folder to see the initial values of assignee, brand, group, type and priority when the tickets were created.