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Christophe Tiraboschi
Adhésion le 14 avr. 2021
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Dernière activité le 29 janv. 2025
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Christophe Tiraboschi a ajouté un commentaire,
Hi folks!
Sandra de Jong,
1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group:
IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]!=[Ticket group] AND [Changes - Previous value]!=NULL)
THEN [Update - Timestamp]
ENDIF
Then make a time difference between that timestamp and now in a calculated metric:
DATE_DIFF(NOW(),[your attribute],"nb_of_hours")
I would recommend testing the result of this metric on a couple of tickets before trusting it blindly to make sure it works as expected.
You can find more information about the DATE_DIFF functions in this article if you want to adapt it to your needs:
2. You can just use NULL to exclude or include all possible values. For instance:
IF ([Changes - Field name]="Your field")
AND ([Changes - Previous value] != NULL) AND ([Changes - New value] = NULL)
THEN VALUE(Field changes time (min))
ENDIF
Basically, we measure the time for which the ticket field did not have a NULL value. Once again, please test this metric for a couple of tickets to make sure it works according to your expectations.
Zaryab Khan, I cannot see a workaround for reporting on this during business hours. The initial metric Field changes time (min)) only uses calendar hours. We cannot even create a calculated metric as a workaround, since the functions that measure time cannot exclude specific ranges of hours:
I am sorry I could not provide better news.
Jordan Means, I think this is doable. You could create a calculated attribute using the DATE_FIRST function to capture the timestamp of the first time the status changes from Open to something else. Then, you could create a calculated metric that measures the time between the ticket creation and the timestamp returned by your attribute. Something like:
DATE_DIFF([your calculated attribute],[Ticket created - Timestamp],"nb_of_minutes")
You can find more information about the DATE_FIRST function and the DATE_DIFF functions in those articles:
I hope this helps!
Afficher le commentaire · Modification le 10 avr. 2023 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.
As a workaround, you can create an attribute to break agents into different teams of your choosing. This grouped attribute would need to be computed from the Agent name attribute.
You can find more information on how to proceed in this article:
I hope this helps!
Afficher le commentaire · Publication le 10 avr. 2023 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
The status of the ticket does not affect the way this is measured.
You can find more details on how exactly the FRT works in this article:
I hope this helps! Please let me know if you have any questions.
Afficher le commentaire · Publication le 10 avr. 2023 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
I'll reach out to you in a separate ticket so we can further investigate.
Afficher le commentaire · Publication le 10 avr. 2023 · Christophe Tiraboschi
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Christophe Tiraboschi a créé un article,
Question
Pourquoi le délai médian avant première réponse est-il supérieur au délai médian de résolution complète sur mon tableau de bord Support par défaut dans Explore ?
Réponse
Cela se produit car le même filtre de date n'est pas appliqué à ces rapports. Le rapport Délai avant première réponse médian est filtré sur l'attribut Date de création du ticket , alors que le rapport Délai avant résolution complète médian est filtré sur l'attribut Date de résolution du ticket. Par conséquent, il ne s'agit pas du même jeu de tickets qui est analysé dans les deux rapports.
Par exemple, supposons que vous ayez défini le filtre temporel de votre tableau de bord sur Semaine dernière. Le délai médian avant première réponse calcule tous les tickets créés la semaine dernière, alors que le délai médian de résolution complète calcule tous les tickets résolus la semaine dernière, même s'ils ont été créés avant la semaine dernière. Les deux rapports ne peuvent pas être comparés directement.
Pour en savoir plus, consultez l’article : Recettes Explore : Découverte des filtres des tableaux de bord.
Traduction - exonération : cet article a été traduit par un logiciel de traduction automatisée pour permettre une compréhension élémentaire de son contenu. Des efforts raisonnables ont été faits pour fournir une traduction correcte, mais Zendesk ne garantit pas l’exactitude de la traduction.
Si vous avez des questions quant à l’exactitude des informations contenues dans l’article traduit, consultez la version anglaise de l’article, qui représente la version officielle.
Modification le 04 oct. 2022 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
Hi Everyone,
As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article:
const reorder = () => {
const frag = document.createDocumentFragment();
const list = document.querySelector(".attachments");
const items = list.querySelectorAll("li");
const sortedList = [...items].sort((a, b) => {
const c = a.textContent,
d = b.textContent;
return c < d ? -1 : c > d ? 1 : 0;
});
for (const item of sortedList) {
frag.appendChild(item);
}
list.appendChild(frag);
}
reorder()
You can use this code in the script.js file of your theme, ideally just before the last closing bracket.
If you have a custom theme, please double check that the
- tag listing the attachements has still the class "attachements". You can find it in the article_page.hbs file at the line 96 in the default theme (see screenshot attached). If the name of the class was changed, you would need to adjust the third line of the snippet provided above by replacing "attachements" with the new class name.

Afficher le commentaire · Modification le 02 août 2022 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
I am going to open a ticket with you so we can investigate this further.
You will receive an email shortly.
Afficher le commentaire · Publication le 02 mars 2022 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
I will create a ticket on your behalf so we can investigate this.
Thank you for bringing this to our attention.
Afficher le commentaire · Publication le 31 déc. 2021 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:

Regarding including the field
over time periods
in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.Could you please share a bit more details on how this field is integrated in your workflow?
If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:
Afficher le commentaire · Publication le 30 déc. 2021 · Christophe Tiraboschi
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Christophe Tiraboschi a ajouté un commentaire,
This is possible.
After following the recipe of the article, you can create a Group attribute with the value of the
First Reply time brackets
attribute to get only the 0-1h value and all the other values grouped together.You can find more information about Groups in this article:
You should have something like this:

Now, when we use this attribute instead of the classic
First reply time brackets
, we have the following values:
So if you exclude the
NULL
and No replies
value, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.Then you can use the attribute
Ticket created - Date
to see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
I hope this helps.
Afficher le commentaire · Publication le 29 déc. 2021 · Christophe Tiraboschi
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