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Feature request: Create new more precise custom field Date type
Posted Feb 27, 2024
Feature Request Summary:
Create new custom field type, Date as a timestamp.
Description:
The granularity of current date custom field is a day. If we set any date to the date field, in Explore while building statistics we will see something like “2024-01-30T00:00:00”, where hours/minutes/seconds are zeros. It could cause some mistakes in calculations if we try to measure time between Ticket created date and the date set to one of those custom fields. For example, a ticket was created at “2024-01-30T16:45:00” and an agent set to a custom field date of, let's say, when the discount was provided “2024-01-30” (the same day, but few hours later after ticket was created). If we calculate the time difference between two of those dates, we would get a negative number, like -16 hours, because hours/mins/seconds were not stored.
Business impact of limitation or missing feature:
1. [in Explore] The absence of such precision doesn't let us calculate exact amount of hours between system events in Zendesk and our custom events, thus we can't build our custom KPIs that measure agents reaction in various workflows.
2. Also, when we use date comparison in triggers or automations, we can compare only dates, but it's not possible to compare date of events where the exact time matters, consequently, we can't run triggers and automations closer to the actual date of condition we require to be satisfied.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Tim M
I second this request. Having the ability to break it down to the hour for a custom date field and be able to use them in automations similar to the Due Date system field would benefit a more precise time of automations and dates.
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