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Calculate hours from ticket creation to first outbound call

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Lara McCaleb

Publication le 06 nov. 2024

Hi. Is anyone able to help with a starting place to calculate the time from the ticket creation to the first outbound call made on the ticket. I'm trying to map out our average SLA for outreach to new accounts.

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    James G

    Zendesk Customer Care

    Hello Lara,
     
    It may be possible to achieve this by using the Updates history dataset along with the DATE_DIFF function we referenced here - Date functions. However, you might need to develop a custom attribute that captures the timestamp of the first outbound call made within a ticket, as we currently lack a native attribute for this. After you create that, calculating the date difference between the first outbound call and the ticket creation should be achievable using the DATE_DIFF function.

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