Marcel

Hi,

I am trying to build two custom metrics, which display AVG Tickets Created per Day – one for THIS Month and one for LAST Month (so I can compare both KPI, while the current month is still ongoing and not finished yet).

When trying to create the metric, I am getting the following error message:

Error at line -1 and column -1

Custom metric

COUNT(Tickets Created This Month) / 
IF (MONTH_NUMERIC(TODAY())=1) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=2) THEN 28 ELSE
IF (MONTH_NUMERIC(TODAY())=3) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=4) THEN 30 ELSE
IF (MONTH_NUMERIC(TODAY())=5) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=6) THEN 30 ELSE
IF (MONTH_NUMERIC(TODAY())=7) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=8) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=9) THEN 30 ELSE
IF (MONTH_NUMERIC(TODAY())=10) THEN 31 ELSE
IF (MONTH_NUMERIC(TODAY())=11) THEN 30 ELSE
IF (MONTH_NUMERIC(TODAY())=12) THEN 30 ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF

FYI: COUNT(Tickets Created This Month) is a custom, Date range calcuated metric, which I created.

Funnily enough, COUNT(Tickets Created This Month) gets calculated correctly on its own, when creating a custom metric, same as the IF formulas give me the correct amount of days during a particular month when calculated alone, but when I put both together, I am getting the error message mentioned above.

Looking forward to getting some ideas here.

Best,
Marcel

+1 for Guide datasets to get more insights into the knowledge base articles and community forum usage.

Best,
Marcel

Got exactly the same situation as @Jodie. Any update on this, @Nicole?

Hi Dan,

Not sure if there's a safe way to do this with JS, since you'd need to make an API call to Zendesk if you wanted to get organization data.

Since JS is client-side and there's limited control over the environment of Guide, your credentials would be visible to anyone who knows how to look at the source JS files in browser. This is a Bad Thing™and I wouldn't advise it. 

Thank you for the detailed background info, fair enough.

Best,
Marcel

I have a question similar to @Marcel's a few months ago: We set up SSO for our help center, so anyone with a log-in to our service can participate in the community. I've set up badges for our agents, but I'd like to add a badge or image for any of our employees that participate in the forum.

I've created an organization that includes anyone with our company's email address—Can I set the organization up as a target (like this example does with "agents") to create a specific badge?

Would it be something like:

{{#is post.author.organization 'Grow Employees'}}...

I tried this, but "organization" wasn't something I could reference this way. Is there a way to do this?

Tricky one indeed. We also use SSO in our organization and what I ended up doing was this:

script.js

 // Adds custom badges for individual community forum users
  var supportEngineer = ["Support Engineer Name 1", "Support Engineer Name 2"];
  var developer = ["Developer Name 1", "Developer Name 2"];
	$('.add-badge').each(function(index) {
	if ($.inArray($.trim($(this).text()), supportEngineer) > -1) {
	$(this).addClass('supportEngineer');
	}
	else if ($.inArray($.trim($(this).text()), developer) > -1) {
	$(this).addClass('developer');
	}
	});
	if ($.inArray($.trim($('.post-author').text()), supportEngineer) > -1 ) {
	$('.post-author').addClass('supportEngineer');
	}
	else if ($.inArray($.trim($('.post-author').text()), developer) > -1 ) {
	$('.post-author').addClass('developer');
	}
});

style.css

/* Add custom badges to individual users */
.add-badge {
/* Empty class for badges; for reference only */
}

.moderator:after {
content: "Moderator";
background-color: #EB553C;
border-radius: 3px;
color: white;
margin-left: 8px;
padding: 2px 5px;
font-size: 10px;
}

.supportEngineer:after {
content: "Support Engineer";
background-color: #EB553C;
border-radius: 3px;
color: white;
margin-left: 8px;
padding: 2px 5px;
font-size: 10px;
}

.developer:after {
content: "Developer";
background-color: #EB553C;
border-radius: 3px;
color: white;
margin-left: 8px;
padding: 2px 5px;
font-size: 10px;
}

Works well so far and I use 2 additional roles in our live environment. The only downside so far is, that you have to manually add every employee, who does not have an agent role in Zendesk, although they are part of our organization (while moderators are getting flagged with the badge automatically due to their role).

But it looks like you simply cannot reference an organization in the script.js, at least I did not find a reference in Zendesk's Objects for Help Center templates.

Would absolutely love, if someone here found a way to reference organizations here, so we can automatically assign them badges.

Best,
Marcel

Hi Dan,

thank you for your response.

I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?

100% correct. :)

Best,
Marcel

Hi,

I am trying to build a report, which shows different metrics around tickets in the on-hold status (which we escalated internally and where we are waiting for bugs to be fixed, etc.).

As part of the summary header, I am currently trying to build a query, which only shows the date of the single oldest ticket (on-hold status).

I built a query to

COUNT(Tickets)
Rows: Ticket Created - Date
Filter Ticket Status for "Hold"

From the resulting table, I only need that one date of the oldest ticket – not # of tickets, etc.

Any idea how I can narrow this down, e.g. with a custom Standard calculated metric?

Best,
Marcel

Agreed.

Hey Nicole,

thank you for getting back to me. By now, I ended up combining Brian's tip with Samantha's Tip: How to add cool agent badges in Communities, so agents are automatically flagged as company members, while I can also add forum badges to individual users.

Best,
Marcel

@marcel - this is a custom badge for specific end-users. We update it manually by user name whenever we wish to add or remove the badge from a particular name. 

@Nicole: Thank you for your reply, much appreciated. Would you mind sharing the code snippet / CSS to show how exactly you are doing this?

Best,
Marcel