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Stephen Gallagher

Joined Mar 03, 2022

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Last activity Mar 30, 2022

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Stephen Gallagher commented,

Community comment Feedback - Reporting and analytics (Explore)

CJ Johnson Do you think you managed to get close with any of your efforts? And would you be willing to share them?

Big plus one from me too - very interested in getting something in place and I'm surprised there isn't more interest.

My current thoughts are if it was possible to define 2 different events and get their timestamps, the DATE_DIFF function could be used.

  1. Event 1 - when a ticket is assigned to a specific individual or group, get timestamp.
  2. Event 2 - when a ticket is first updated (reply, changed state, reassigned) by that individual/group, get timestamp.
  3. Calculated Metric - DATE_DIFF(Event 2, Event 1, "nb_of_hours").

I'm new to Explore so I'm not sure if that is possible...

View comment · Posted Mar 24, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

Excellent, Dane - thank you!

It's worth noting (for anyone with the same issue) that this worked (for me) only after I used D_COUNT. The steps at the top of the article refer to COUNT.

View comment · Posted Mar 10, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

Francois Spinnael not yet :(

I'm wondering could someone on the Zendesk team give us a steer?

Taylor Bowser @... Chandra Robrock Dane

View comment · Posted Mar 09, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

I believe deleted tickets lose their Ticket IDs, which could be the reason for the difference described above: https://support.zendesk.com/hc/en-us/articles/4408827553690-Why-are-there-ticket-IDs-missing-

View comment · Posted Mar 07, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

Thanks Francois Spinnael!

Correct - using the Metric filter can show me those tickets that have been assigned to a given group more than once.

For my use case, I'm trying to do what you have described above:

Only if this "happened" or "not happened" on a ticket

For my sample group, here is the trouble that I'm running into:

  • Using the formula above, the COUNT returns 612 results.
  • When I add Ticket ID to Rows (to see the ticket numbers), it returns 579 rows.
  • Using Metric filter to look at tickets assigned more than once, I get just 10 tickets assigned twice (and none above twice) which, to me, means the COUNT should actually return 589 occurrences of tickets being assigned to my given group. 

I'm not sure where the difference of 25 between 612 and 589 is coming from.

View comment · Posted Mar 07, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

Ended up trying the following:

IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] != "999xxx"AND
[Changes - New value] = "999xxx") THEN
[Update ID]
ENDIF

I'm not sure how to control to tickets counted twice i.e. we assigned to the same group more than one over the course of the ticket's lifetime.

View comment · Posted Mar 04, 2022 · Stephen Gallagher

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Stephen Gallagher commented,

CommentExplore recipes

Taylor Bowser Was a solution ever provided for Dustin's issue at the beginning of this thread? I'm trying to solve the same problem.

View comment · Posted Mar 03, 2022 · Stephen Gallagher

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