Graeme Carmichael

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Tickets solved metric discrepancy in Updates history Explore dataset

Thanks Eugene Hopefully, this default metric can be updated.

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• Graeme Carmichael
• Created August 08, 2022 06:46
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Tickets solved metric discrepancy in Updates history Explore dataset

Nathan I can recreate this. The metric for Tickets_Solved in the Support Updates History dataset is defined as: IF ([Changes - Field name]="status"       AND [Changes - Previous value]!="solved"   ...

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• Graeme Carmichael
• Created August 01, 2022 15:07
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Random ticket - Quality purpose

Jingwei The easiest way would be to create separate reports for each group. Each report having the required value coded into the report. Then place each report on a dashboard so that you can see al...

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• Graeme Carmichael
• Created July 07, 2022 06:42
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Report on previous assignee of a ticket

Greg The easiest way would be to use the Updates History dataset. Metrics DCOUNT(Tickets updated) Rows Ticket ID Update Date Update ticket assignee Assignee name Filter Changes Field Name = as...

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• Graeme Carmichael
• Created July 06, 2022 07:56
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Last assignment to resolution time in Business Hour

Pam Unfortunately, I do not believe that is possible. Zendesk tracks business hours metrics at ticket level, not at the assignee level. So it is not possible to drill to that level of detail.  

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• Graeme Carmichael
• Created June 29, 2022 06:46
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Bug when applying updater tag to query?

Jack How about using brackets. It works for me without them, but try… IF ( [Changes - Field name] = "Number of Active engineers" )THEN [Ticket ID] ENDIF

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• Graeme Carmichael
• Created June 25, 2022 09:51
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Bug when applying updater tag to query?

Sorry, Jack. I am at a bit of a loss. At least you know the problem is with the condition on the custom field and nothing else. You may have to reach out to Zendesk using the support chat.  

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• Graeme Carmichael
• Created June 25, 2022 09:47
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Bug when applying updater tag to query?

Jack So it looks like the DATE_DIFF condition is working as the DATE DIFF attribute is returning the expected results. Try adding a further new attribute to check we are finding the custom field. I...

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• Graeme Carmichael
• Created June 24, 2022 15:16
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Bug when applying updater tag to query?

Jack Lets try adding the [Changes- Field Name] and [Update - Timestamp] to the body of our report. It may also be worth creating a new attribute for the DATEDIFF(...) formula and adding that too. T...

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• Graeme Carmichael
• Created June 24, 2022 12:51
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Bug when applying updater tag to query?

Jack Ticket and Users can have multiple tags. It is likely that your output is reflecting that. To filter by a tag, you need to create a custom attribute to check if the tag is included. So you can...

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• Graeme Carmichael
• Created June 23, 2022 07:37
• 1 vote