The Age of Unsolved Tickets (for Business Days)
Currently, Zendesk only provides default metrics for counting the age of unsolved tickets during calendar days. This article https://support.zendesk.com/hc/en-us/articles/4408825749786-Explore-recipe-Filtering-reports-by-business-hours can only look at the number of tickets received during business hours. However, that metric doesn't count the age of the business days and is still not enough for me.
I hope you can customize more on this for business days. It's almost the same but only counts the calendar days:
(IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
ENDIF)
We need to see how many business days for unsolved tickets. We have to report it to our regulator per 3 months. All this time, we are so manual in excel, and it's so unpractical with time and effort, especially when dealing with thousands of tickets. Hope to hear the good news asap. Thanks!
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I second that. Also need to know the age of unsolved tickets in business days.
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I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.
I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.
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Agree 100%.
The large majority of corporate SLAs are prescribed in Business Days. From a governance view, reporting on Business Hours is far more important than Calendar Hours.
Measuring:
- business hours from created to solved
- business hours a ticket is open
- business hours a ticket sits in any status
Particularly, how long is a ticket is in a state of 'pending' customer, or 'escalated' versus the time a ticket is open.
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This is a blocker for my organization - not being able to calculate date differences based on a business calendar means we are not able to accurately report on the SLAs we've defined.
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4 Comments