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How to setup query in Explore

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Wakao, Kiyotaka

Publicado 22 dic 2021

Hello,

I would like to know how to configure Explore query to get report like;

Total count and spent times for closed tickets within "over time periods" (which configured by user ticket field)   by each months and this year, and compare to last year.

Thank you

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    Christophe Tiraboschi

    Zendesk Customer Care

    Hi Wakao,
     
    If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
     
    If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:
     

     
     
    Regarding including the field over time periods in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.
     
    Could you please share a bit more details on how this field is integrated in your workflow?
     
    If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:

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