Création de mesures et attributs calculés standards



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Erin O'Callaghan

Zendesk Documentation Team

Modification le 05 mars 2025


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59 commentaire

Hi there, 

 

Would some be able please to help to put an attribute together which would return me requester first comment in a table in Explore. 

There is a placeholder in Zendesk for it ticket.description however, there isn't an attribute or metric for it in Explore. We need that attribute(or metric)

 

Thanks a lot! 

 

 


 

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Hola Marigen, muy buenas!
 
Te he ofrecido una respuesta a esta pregunta en el artículo de la receta de Explore: Receta de Explore: Informes de tiempo de resolución completa
 
Un saludo!

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Hi Vaihbav,
I'm sorry but for custom formulas I suggest you to get in touch with our professional service or to check other posts where you might find more hints on how to achieve that!
 
Best,

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Hi Tony thank you for the reply can you please help us creating a formula for calculating how many business days it took to solve the ticket after it got created 

 we are new to creating custom attributes and metrics because of that we are stuck in this case can you please help us

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Hi there!
As it is now, the DATE_DIFF doesn't exclude days so it is not possible to use it with business hours or by excluding days.
 
Here is an article where you can find all the functions: Explore functions reference. I hope this helps.
 
Best,
 
Best,

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is there a way to calculate how long it took to solve the ticket after it got created, we have created a custom attribute to calculate the days, but we want to exclude the Saturday and Sunday from the calculated days can someone help me on the below formula

DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"nb_of_days"). please anyone help me on this 

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Hi Francisca, 
 
To create the report
  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Tickets Tickets, then click Apply.
  6. In the Columns panel, click Add.
  7. From the list of attributes, choose Ticket Ticket tags, then click Apply.
  8. To display the percentage of tickets received from each tag, click the Visualization type () menu, then choose Pie. 
 
See Chart types for comparing values to total results for more information on using charts to evaluate total results.
 
I hope this helps. 

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Hi,

I am trying to obtain percentage of requester who have requested a ticket with "birdie" tag versus total requesters. Any idea?

Thanks

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Hey Debra,

It looks like you might have an extra closing square bracket after [Assignee Email].

Let me know if that resolves your issue.

Brandon

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Hi,

I am trying to add a column to a query to indicate whether an agent is an internal or external resource. This is defined by the assignee's email address.

The following formula shows an error message when trying to add this attribute:

IF (CONTAINS([Assignee email]]),"@example.com"))

THEN "External"

ELSE "Internal"

ENDIF

What can I do to correct this?

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