Explore - Reporting on Pending Timestamp
I need help creating a report where I can see the timestamp a ticket went to a status of Pending and ONLY the first time. Here is a screenshot of what I have so far. I got the time stamp producing but:
1. How can I get it to only be about the first timestamp a ticket went to pending
2. How can I get it so the timestamp of the pending is in line with the timestamp created?
Pending timestamp standard cal attribute syntax
So, to get *only* the first time the timestamp was pending, you'll want to use DATE_FIRST function.
However, the second problem is unsolvable. Zendesk is aware of this issue and has told me they know, do not consider it a bug, and there's no plans to fix it. I've been sitting on this issue for over 2 years with something like 50 reports requested to be built that I cannot, due to this. The root cause is that the system is not actually using the attributes for the "Tickets Updated" metric is says it does. I've shown Zendesk that they have mistakenly used ticket_update_id where update_ticket_id needs to be used, but they told me that I'm wrong, nothing is broken, it's not a bug, and there's no plans to fix it, but they'll consider my request a feature.
I even sent screenshots of the SQL section before they removed this for users, showing that this dataset is using this: "LEFT OUTER JOIN "datapipeline_000558695"."ticket_field_changes" "ticket_field_changes" ON "ticket_updates"."id"="ticket_field_changes"."ticket_update_id"))"
Update_ticket_id is NOT the same as ticket_update_id, which returns a unique id per ticket update, meaning you can never get two timestamps from different updates to be on the same row of the report.
That they refuse to consider this obvious mistake on their part a bug, makes me think that there's no chance in getting this fixed. I've tried many times to reach out about this, as like I said, 50+ reports asked for that I cannot build do to this, they refuse to acknowledge this as a bug.
Hi CJ Johnson
Thank you for that information, that is unfortunate.
I tried using the Datefirst function, but I don't think I have it right, as it now seems to produce the timestamp for when the ticket was created again, if the ticket was updated to pending, and not the timestamp of the pending action. Do you know what I am doing wrong?
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