Trying to create a report that shows me 'Tickets Not Updated in 7 Days'

Awesome Metric, many thanks from 2025!

SOLVED!

Hi Christopher - thank you so much for this - it seems to have done the trick! Perfect! 

Cheers,

Tom

Hey Thomas, I've had another look at this and managed to get something working.

Using the 'Support - Tickets' dataset, this is the custom metric I created:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > 7 THEN [Ticket ID] ENDIF

I've called it 'Unsolved tickets - not updated in last 7 days'.

You can then add this metric to a report alongside the standard 'Unsolved tickets' metric and create a 'Result metric calculation':

COUNT(Unsolved tickets - not updated in last 7 days)/COUNT(Unsolved tickets)

To give you the percentage.

Is that what you're after?

Hi Christopher,

oh good point - my quieres should use 'Ticket updated - Date' -  and that should be >7 days and then only look for tickets that are not "!=", solved or closed. 

I tried 

COUNT(FILTER([Ticket ID], DATE_DIFF(TODAY(), [Ticket updated - Date] - Date]) > 7 AND [Ticket status - Status] != "Closed" AND [Ticket status - Status] != "Solved"))

unfortunately I get the same message - :( 

Cheers,

Tom

Hi 1268589376670, is it specifically 'Solved' tickets that haven't been updated that you are interested in? Your queries all use the 'Ticket solved - Date' attribute.

One approach you could try is using the new DATE_LAST function to create an attribute that gives the timestamp of the latest update to a ticket, then filter to only show tickets where that timestamp is more than 7 days ago.