• Brandon Tidd

  • July 23, 2022 05:25

  Community Moderator

  

  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))
  ENDIF

  Hope this helps!

  Brandon

• Prerana Jawalkar

  • July 25, 2022 19:08

  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?

• Brandon Tidd

  • July 26, 2022 03:04

  Community Moderator

  

  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.

  Brandon

• Prerana Jawalkar

  • July 29, 2022 22:45

  Hi Brandon,

  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.

• Brandon Tidd

  • July 29, 2022 22:58

  Community Moderator

  

  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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