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Matthew Roark

Adhésion le 15 avr. 2021

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Dernière activité le 15 mars 2022

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Matthew Roark a ajouté un commentaire,

CommentaireExtending Zendesk

Unfortunately, Dana Barker's previous suggestion is no longer a viable workaround; I'm unable to submit a negative time as it throws an error: "Invalid time format, expected HH:mm:ss". Administrators and agents alike need a way to modify timings if this is not available otherwise (which I'd prefer there to be an actual implementation vs a workaround).

Afficher le commentaire · Publication le 15 mars 2022 · Matthew Roark

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Matthew Roark a créé une publication,

Publication Q&A - Reporting and analytics

I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending". 

It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions

The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking-

Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least?

Any input is appreciated! 🙌🏻

Publication le 04 août 2021 · Matthew Roark

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