Lucas Moreira (Eteg)

Olá Pedro Rodrigues, tudo bem?

Temos alguma atualização dessa métrica? Preciso identificar no Explore os tickets que estão com o SLA ativo e o tempo restante antes da violação de SLA.

I have more details bellow: 
In this case, the ticket is created without the requester switch I mentioned earlier.


At 2022-08-16T13:41:36 we have the requester update below:

But, we dont have this update in requester last update by requester atribute:

Hello there, i need some help to get a data in Explore.

I need to identify tickets where the requester didnt asnwer. Im think about create a atribute where i get the ticket requester update (timestamp) and check if is different than ticket created (timestamp), but it didint works.

I have a point in my Zendesk setup, where i change the requester after ticket creation, so when the new requester send any message, the system didnt identify this update by the new requester as a ticket requester update.

Im using messaging tickets in live chat dataset, and i made the following atribute: 

IF ([Ticket requester updated - Timestamp]!=[Ticket created - Timestamp])
THEN "1"
ELSE "0"
ENDIF

Theoretically the code should work, but since there is no record of the update of the new requester, the current value of the update remains the same as the value of the creation of the ticket.