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Stephen Gallagher

Incorporación 03 mar 2022

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Última actividad 30 mar 2022

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Stephen Gallagher hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

CJ Johnson Do you think you managed to get close with any of your efforts? And would you be willing to share them?

Big plus one from me too - very interested in getting something in place and I'm surprised there isn't more interest.

My current thoughts are if it was possible to define 2 different events and get their timestamps, the DATE_DIFF function could be used.

  1. Event 1 - when a ticket is assigned to a specific individual or group, get timestamp.
  2. Event 2 - when a ticket is first updated (reply, changed state, reassigned) by that individual/group, get timestamp.
  3. Calculated Metric - DATE_DIFF(Event 2, Event 1, "nb_of_hours").

I'm new to Explore so I'm not sure if that is possible...

Ver comentario · Publicado 24 mar 2022 · Stephen Gallagher

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Stephen Gallagher hizo un comentario,

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Excellent, Dane - thank you!

It's worth noting (for anyone with the same issue) that this worked (for me) only after I used D_COUNT. The steps at the top of the article refer to COUNT.

Ver comentario · Publicado 10 mar 2022 · Stephen Gallagher

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Francois Spinnael not yet :(

I'm wondering could someone on the Zendesk team give us a steer?

Taylor Bowser @... Chandra Robrock Dane

Ver comentario · Publicado 09 mar 2022 · Stephen Gallagher

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I believe deleted tickets lose their Ticket IDs, which could be the reason for the difference described above: https://support.zendesk.com/hc/en-us/articles/4408827553690-Why-are-there-ticket-IDs-missing-

Ver comentario · Publicado 07 mar 2022 · Stephen Gallagher

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Stephen Gallagher hizo un comentario,

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Thanks Francois Spinnael!

Correct - using the Metric filter can show me those tickets that have been assigned to a given group more than once.

For my use case, I'm trying to do what you have described above:

Only if this "happened" or "not happened" on a ticket

For my sample group, here is the trouble that I'm running into:

  • Using the formula above, the COUNT returns 612 results.
  • When I add Ticket ID to Rows (to see the ticket numbers), it returns 579 rows.
  • Using Metric filter to look at tickets assigned more than once, I get just 10 tickets assigned twice (and none above twice) which, to me, means the COUNT should actually return 589 occurrences of tickets being assigned to my given group. 

I'm not sure where the difference of 25 between 612 and 589 is coming from.

Ver comentario · Publicado 07 mar 2022 · Stephen Gallagher

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Ended up trying the following:

IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] != "999xxx"AND
[Changes - New value] = "999xxx") THEN
[Update ID]
ENDIF

I'm not sure how to control to tickets counted twice i.e. we assigned to the same group more than one over the course of the ticket's lifetime.

Ver comentario · Publicado 04 mar 2022 · Stephen Gallagher

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Taylor Bowser Was a solution ever provided for Dustin's issue at the beginning of this thread? I'm trying to solve the same problem.

Ver comentario · Publicado 03 mar 2022 · Stephen Gallagher

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