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Troels Lemming Müller
Joined May 17, 2023
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Last activity Jul 14, 2023
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Latest activity by Troels Lemming Müller
Troels Lemming Müller commented,
Can you use the metric Full resolution time (min)?
Then you get something like:
IF (VALUE(Full resolution time (min)) <= 4*60)
THEN "0-4 hrs"
ELIF (VALUE(Full resolution time (min))>4*60 AND VALUE(Full resolution time (min)) <= 12*60)
THEN "4-12 hrs"
ELIF (VALUE(Full resolution time (min))>12*60 AND VALUE(Full resolution time (min)) <= 24*60)
THEN "12-24 hrs"
ELIF (VALUE(Full resolution time (min))>24*60 AND VALUE(Full resolution time (min)) <= 24*60*7)
THEN "1-7 days"
ELIF (VALUE(Full resolution time (min))>24*60*7 AND VALUE(Full resolution time (min)) <= 24*60*30)
THEN "7-30 days"
ELIF (VALUE(Full resolution time (min))>24*60*30)
THEN ">30 days"
ELSE " Unsolved"
ENDIF
View comment · Posted Jul 14, 2023 · Troels Lemming Müller
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Troels Lemming Müller commented,
What if you try something like:
IF
([Chat type - Unsorted]="Inbound"
AND [Chat completion]="Missed"
AND VALUE(Chat no reply time (sec)) <= 30)
THEN
[Chat ID]
ELIF
([Chat type - Unsorted]="Inbound"
AND VALUE(Chat first reply time (sec)) <= 30)
THEN
[Chat ID]
ENDIF
We're not using chat, so I can't test it.
View comment · Posted Jul 13, 2023 · Troels Lemming Müller
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Troels Lemming Müller commented,
Hi Franck
Unfortunately, I haven't had the need to add something like this as a calculated metric.
So, it might be something like:
IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 70) THEN
[Ticket ID]
ENDIF
else Eugenes input might be needed.
View comment · Posted Jun 20, 2023 · Troels Lemming Müller
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Troels Lemming Müller commented,
Hi Franck
In my case I had a filter in place already so I didn't need it, but you can do something like:
IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF
View comment · Posted Jun 20, 2023 · Troels Lemming Müller
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Troels Lemming Müller commented,
Hi Eugene
I can't get this to work with Unsolved tickets age.
We used to have a brackets created with:
IF (VALUE(Unsolved tickets age (hrs)) <= 5)
THEN "<5 hrs"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24)
THEN "5-24 hrs"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24*2)
THEN "1-2 days"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24*4)
THEN "2-4 days"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24*7)
THEN "4-7 days"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24*14)
THEN "7-14 days"
ELIF (VALUE(Unsolved tickets age (hrs)) <= 24*30)
THEN "14-30 days"
ELIF (VALUE(Unsolved tickets age (hrs)) > 24*30)
THEN "30+ days"
ELSE "Unsolved"
ENDIF
But Unsolved tickets age (min) is also an calculated metric so no quick fix.
Right now, I'm using the pre-built metric Unsolved tickets age brackets instead but would like to make my own backets.
Would this really be the solution?:
IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 5) THEN
"<5 hrs"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24) THEN
"5-24 hrs"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 2) THEN
"1-2 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 4) THEN
"2-4 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 7) THEN
"4-7 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 14) THEN
"7-14 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 30) THEN
"14-30 days"
ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 30) THEN
"30+ days"
ELSE
"Unsolved"
ENDIF
View comment · Posted Jun 15, 2023 · Troels Lemming Müller
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Troels Lemming Müller commented,
Please look more into this as you're still not supplying native spellchecking in Zendesk and are now breaking 3rd party solutions.
It takes 5 min to test the extension, so there is a difference on unable to troubleshoot and unwilling to troubleshoot.
There are multiple other examples that text replacement options do not work in Zendesk:
View comment · Posted May 17, 2023 · Troels Lemming Müller
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