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Matthew Roark
Incorporación 15 abr 2021
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Última actividad 15 mar 2022
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Matthew Roark hizo un comentario,
Unfortunately, Dana Barker's previous suggestion is no longer a viable workaround; I'm unable to submit a negative time as it throws an error: "Invalid time format, expected HH:mm:ss". Administrators and agents alike need a way to modify timings if this is not available otherwise (which I'd prefer there to be an actual implementation vs a workaround).
Ver comentario · Publicado 15 mar 2022 · Matthew Roark
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Matthew Roark creó una publicación,
I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending".
It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions
The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking-
Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least?
Any input is appreciated! 🙌🏻
Publicado 04 ago 2021 · Matthew Roark
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