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

Answered

4 Comments

  • Christopher Stock
    Community Moderator
    Zendesk Luminary

    Hi Thomas Koch, 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.

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  • Thomas Koch

    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

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  • Christopher Stock
    Community Moderator
    Zendesk Luminary

    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?

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  • Thomas Koch

    SOLVED!

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

    Cheers,

    Tom

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