Gajanan Pund

Hi Pedro Rodrigues
There is a difference between created tickets numbers by date based on created date and updated date. I tried to reconcile the numbers based on created date report(using support: tickets dataset and using support: update history dataset and your below metric but there is difference in numbers not significant but still don't understand why?
Is it because update dataset & tickets dataset time zone is different?

IF ([Changes - Field name]="status"
AND [Changes - Previous value]=NULL
AND [Changes - New value] != NULL)
THEN [Update ticket ID]
ENDIF

1. This Week Tickets (Created)- Count of tickets created between Friday of the previous week and Thursday of the current week.
IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=7) THEN [Ticket ID] 
ENDIF

2. Last Week Tickets (Created)-Count of tickets created between two Fridays ago and Thursday of last week.
IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")>7) AND (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=14) THEN [Ticket ID] 
ENDIF

3. Last 4 Week Tickets (Cretated)-Count of tickets created between four Fridays ago and Thursday of the current week.
IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")>7) AND (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=35) THEN [Ticket ID] 
ENDIF

Above are the three metrics I am using to compare Inflow tickets volume of this week(Friday -Thursday) with last week and last 4 weeks volume average.
However while doing analysis the numbers on dashboard keeps changing and I am face challenges to send analysis summary.
I understand that I used DATE_DIFF formula and DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=7 is relative dynamic date range and hence numbers keeps changing. I added created date filter to report as below to not include current days tickets. However the numbers keeps decreasing in this weeks tickets count as time passes in current day.

How can I update formulas? for example I am preparing report on 16th Feb(Fri)
I should get count of tickets as pe below ticket creation date and dashboard should be static for one day i.e. 24 hrs. so I can do analysis by drilling into the data and provide summary on it.

This Week Tickets (Created): Count of tickets created from February 9th to February 15th.
Last Week Tickets (Created): Count of tickets created from February 2nd to February 8th.
Last 4 Week Tickets (Created): Count of tickets created from January 19th to February 15th.

This is just one report, but I have many reports based on above formula logic for comparing tickets volume of this week with last week. If I get logic for above, I could implement same in other reports.

+1

Need to calculate for how long ticket is sitting in pending status, but if ticket has been put on pending multiple times, then I want the time only for current pending status. Which metrics & dataset to use to calculate this in explore reports? or any other formula to use?

Stephan Marzi & Brandon Tidd Thank you! I have cloned the dashboard but there is one more issue, Sceduled reports are in medium quality, so Pdfs are not showing the complete data. specifically for tabular reports if I have 8 rows visible on dashboard but exported pdf's will show only 3-4 rows. Any option for this?

Can we schedule Zendesk dashboard for different bookmarks? So data exported in excel or pdf will have filtered data. Currently when I am scheduling dashboard it gives all data, I have added 2-3 bookmarks on the dashboard and want to schedule dashboard for each bookmark. Please let me know how this can be done.