Need to create a new metric and want to know if its possible.
Using Conditional fields, I have added 2 drop downs in my ZenDesk Ticket Windows 1. Called Ticket Type & 2. Called Communication or Training.
When Ticket Type = Training the drop down "Communication or Training" appears. The reason for this is because I want to be able to report how much time my team is spending actually training so I have split out the backwards and forwards of telephone and email communication.
I need to know per ticket how much time has been submitted on a ticket (regardless of status) where:
"Ticket Type" = Training & "Communication or Training" = Training. I have had a go and read the articles and come up with this:
SELECT SUM(IFNULL([Numeric Field] New value, 0) - IFNULL([Numeric Field] Old value,0))/ 60 WHERE Numeric Field = Total time spent (sec)
I then tried to look at amending it to be:
SELECT SUM(IFNULL([Numeric Field] New value, 0) - IFNULL([Numeric Field] Old value,0))/ 60 WHERE Numeric Field = Total time spent (sec) - SELECT IFNULL(# Ticket Updates WHERE Communication or Training = Training,0)
Do you know if creating this type or metric is possible and where I may have gone wrong?