derrek jennings

Thank you for the update.

At this stage, is the impact known to current reports? We just converted hundreds of reports a couple of years ago and do not want to have to go through that process again.

Thank you

Great, thank you very much Kerry Charlton! I had a modified formula based on some google searches, but was not as advanced as what you provided.

Your suggestion is returning results, thank you.

I tried changing the "nb_of_hours" to be "Business hours (min)/60". Is nb_of_hours straight hours? I thought I read that it was, so thought I'd try business hours, but I am getting no results. Not sure if that would be related at all to the issue I'm waiting on ZD support to find out why the timestamp on our custom date field always has the time portions as 0.

Thanks again Kerry, very much appreciated!

I have a similar request, with a small difference, I need to figure the diff between when a custom field is updated and when the ticket was created, in business hours.

@...

This is great news.

Will you have any prototypes along the way to share with customers so we can help guide you on what is useful to us as users? For instance, reintroducing a folder structure like Insights had, was incredibly useful and valuable.

Thank you

Hello
What would this look like if we wanted to compare solved cases per month over the last 12 months? And that would be the final solved, I do not want to double count solved instances.

So I want to see

Ticket Group X Solved cases (displaying monthly for the last 12 months)

Team Member A Solved Cases (displaying monthly for the last 12 months)

Thank you

+1 just finished with ZD support with the same issue. If you update the master query, it should update in all of the dashboards it is tied to. Now you have to communicate to various team members/managers to update their dashboards and explain why they have to, etc - point is, time is spent on something we should not have to spend time on because logically, it should just update all of the dashboards.

Hi team

It would be nice to to be able to report on the # of auto-solved cases and # of 'manual' solved cases.

And to further break down the manual solved by agent or customer.

Thank you

-Derrek

Add ticket form please.

Additionally, having folders that you can drop your reports into to have some organization is a strong need. We have hundreds of reports, multiple dashboards across multiple support teams. If I cannot remember the name of a report I created 3 months ago, instead of scrolling through 100s of reports, I can at least go to the folder it is in and find it quicker.