Matt

Hi Jack, 

Hope you are well! I'm pretty certain this can be done with little effort by using mostly default attributes and a custom metric/attribute similar to the one mention in Explore recipe: Tracking ticket assigns across groups. 

Essentially you will need to: 

• Use the Updates History dataset
• Use the Time Attribute "Update - time" not "Ticket updated - time"
• Work with the recipe I linked but use the Field name of your ticket field instead of groups. 

Let me run you through what I did on my test account here at my fictional T-Shirt retailer: 
I've created a metric that looks like the below: (using the exact field name and the tags associated to each field option as the "New Value") 

I made sure with this that I track if the first time the field is changed. I guess you could make this formula much more complex if needed to incorporate any type of change from one to the other value. 

I then added the metric to my query and use the "Update - time" attribute (to showcase I used the exact timestamp) and limited my query to only show tickets that had an update to this field within the wanted timeframe. 

I've highlighted a specific example ticket there which I can show you below to ensure the metric only counts the updates made during that time and the timestamp shows correct (not any other update timestamp after or before the change): 

I believe this is the best approach here. You could potentially create an attribute rather than a metric to filter, but if you use the metric you can just use a metric filter to remove all 0's 

Hope this helps! 

Hey Jack, interesting question! 
I'm not aware of a way to include relative timeframes like "this week" into the formula. 

Have you tried working with a Date Range calculated Metric? 
You can check this out here: Date range calculated metric

This should allow to "lock" the result of the metric to the update - timestamp for this or last week. 

Hallo Philip Philipp Schumacher

Danke für deine Frage! Damit ihr das Offlineformular in verschiedenen Sprachen anbieten könnt, muss hierzu ein API Script dem Widget Code beigefügt werden. (Arbeite hierbei am besten mit einem Webdeveloper zusammen). 
Es wird folgende API verwendet: https://developer.zendesk.com/api-reference/widget/settings/#offlineform 

Beachte, dass im Beispiel hier unter dem Element greeting, sowohl ein text mit "*:" als auch mit "fr:" eingegeben wurde. Hiermit könnt ihr z.B "*" (standard Sprache) und "fr" (Französisch) anzeigen lassen, je nach dem, welche Sprache der Kunde im Browser eingestellt hat. 

Weitere Sprachenkürzel, findest du hier: https://support.zendesk.com/hc/de/articles/4408830359450-Zendesk-Produktunterst%C3%BCtzung-nach-Sprache 

Question

Can I add a numeric field or a regular expression (regex) field using the bot builder? 

Answer

No, the bot builder only supports text and drop-down fields. Numeric fields and regex fields aren't supported. See below for alternative options to this.

As a workaround, if the numeric values can be predefined, use the Present options step of the bot builder or use a custom drop-down field combined with the Ask for details step of the bot builder.

• The Present options allows the bot to display up to ten values. See the images below as an example.
  
  
  
• A drop-down list combined with the Ask for details step allows the bot to display more values than the Present options. See the images below as an example.

For more information, see the article: About bot builder.

Hey @...

Thanks for this question! Note that the Requester Wait Time is generally speaking something you would want to measure once the ticket's live cycle is completed. 
So for example on Tickets that have been solved/closed. Even if the ticket did only change from New status to Closed status directly, this will give you a value for the Requester Wait Time. 

If you are looking specifically to report on the times a ticket spent in a Status, this could be done following a recipe like this one: Reporting on the duration of fields 

You can potentially use a custom attribute in the Ticket Updates Dataset, to create a time stamp for when the ticket changed to a specific status and then use a custom metric to measure the time between that time stamp and today. But this is not related to the Requester Wait Time but is simply a way of calculating a time spent in a current status. 

Here is an example to measure the time your ticket spend in the New Status, if they did not change the status yet: 

Create the Timestamp Attribute: (let's call this "New Timestamp")

IF ([Changes - Field name] = "status" AND [Changes - New value]= "new") 
THEN [Update - Timestamp] 
ENDIF

Use this Timestamp Attribute now in a custom Metric:

IF ([Ticket status]="New") THEN DATE_DIFF(TODAY(),[New Timestamp],"nb_of_hours") ENDIF

I'm afraid there isn't a direct native way to measure the requester wait time for tickets that do not change the status, as this is not really what it would be used for. But I hope the workarounds supplied might be helpful to you! 

Hey @...
The visitor page url includes the full URL of the visitor. 
For example https://subdomain.zendesk.com/hc/en-us

Hey @...
That is a good question! Since the visitor only enters a name (not a first and last name) when starting a chat, we currently only have a placeholder to reference the full name that the visitor entered. 

Let us know if you have any further questions!

Hi @...
Unfortunately there is currently no way to report on Organisations from the Backlog History Dataset. There is also some more information on this here: 
Why can't I see most of the attributes when reporting on Backlog Tickets in Explore?

Feel free to create a Feedback Post about this here: Feedback on Explore
To workaround this, you might need to create a report in a different Dataset, such as the Tickets Dataset using the Metric Unsolved Tickets. 

I hope this helps answer your question. 

Hi @...
This might occur because the Metric aggregates the SUM of all your unsolved Tickets.
To measure how many backlog tickets were recorded at the end of the month/year, you can use the Backlog end of period attribute. Then make sure to exclude the values for "NULL" in that attribute. 

Feel free to look at What is the difference between Backlog recorded and Backlog end of period? for more information on the attributes.

Let us know if this still does not help you get the result you are hoping to see. 

Hey @...
Thanks for this question! 
While there is currently no direct way of reporting on the URL where the chat originated, you could potentially create a workaround using Chat tags and chat triggers for this. 

You can create a chat trigger that adds a unique chat tag, once the chat starts. Similar to this recipe but instead of using "set department" you choose the "add tag" action: 

Recipe: Route a chat to a department based on the URL of the website

This unique tag will then allow you to create a report in Explore using the "Chat tags" attribute. 

Please be aware that in order to do this workaround, you will require Explore Professional subscription to create a query. 

I hope this helps and answers your question. 

Hi @...

That's a great question! I was trying to find a way to build this in a custom attribute with the current options available in Explore. But unfortunately we would require an option similar to MIN/MAX previously in Insights.
The good news is, that we are currently working on adding that option to Explore and are planning to release it in the upcoming weeks. So make sure to follow our announcement page to be informed when this comes - Zendesk Announcements