Reopened Tickets time trackAnswered
Is there any way to report on the time duration(in mins) the ticket sits in solved state before its reopened?
Hi Prerana Jawalkar,
Yes, this is possible in the Support Dataset > Ticket Updates History using a Custom Metric.
IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "solved" AND [Changes - New value] = "open")
THEN VALUE(Field changes time (min))
Hope this helps!
I don't think its showing the correct value. I checked this on a ticket which was set to solved on May 9th, 2022 and reopened on June 1st, 2022, the value of Field Changes time(in mins) is showing only 942 mins. Which dates does this Field Change time field uses to get the value? and is it considering business hours or regular hours?
Hi Prerana Jawalkar,
Sorry to hear you're having trouble. It sounds like maybe the ticket was solved/reopened multiple times? I tested this in my sandbox and it seemed like it was working. To clarify, you can always check the Event Log to see what actions were taken on the ticket and when. This recipe is looking at timestamps, so it would be calendar hours here. If you don't find what you're looking for, revert back here and I can have a member or the Zendesk advocacy team reach out and open a ticket to investigate further.
Thanks for the reply. I had a filter on Updater role as "Agent" and so it was showing only the changes done by Agent. One more ask on this, we do have a ask to exclude the time the ticket sits in solved state before its reopened from its total resolution time that is calculated using "Full resolution time - Business hours (min)" field so it would be great if we get this "Field Change time(min) " field on business hours.
Hi Prerana Jawalkarhaving that filter might break the formula as it wouldn't necessarily capture the reopen action, but either way 'Full Resolution Time" is the final time it's marked solved. Currently there is no way to calculate this on business hours using default metrics - but you might be able to customize something based on the within business hours attribute. Hope this helps!
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