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Matthew Roark
Joined Apr 15, 2021
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Last activity Mar 15, 2022
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Latest activity by Matthew Roark
Matthew Roark commented,
Unfortunately, Dana Barker's previous suggestion is no longer a viable workaround; I'm unable to submit a negative time as it throws an error: "Invalid time format, expected HH:mm:ss". Administrators and agents alike need a way to modify timings if this is not available otherwise (which I'd prefer there to be an actual implementation vs a workaround).
View comment · Posted Mar 15, 2022 · Matthew Roark
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Matthew Roark created a post,
I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending".
It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions
The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking-
Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least?
Any input is appreciated! 🙌🏻
Posted Aug 04, 2021 · Matthew Roark
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