Emil Nurutdinov

Hi Stephen,
Thank you so much! It was exactly what I needed. Could you please also give me one more advice - I've tried to add filter to the dashboard, so I could range the date without going to "Editing" mode. If I use time filter (Ticket update - date) - the report shows incorrect results. But when I have tried to add data filter (Update - date), which is probably more correct - there's no convenient navigation (Calendar format), also there is no opportunity to use any date ranges. Is there any possibility to add them?

Thank you so much!

Hello Marie-Cathrine,
Thank you for your advice! However, the thing is that now I'm using "Ticket - Last update - Date" filter. As far as I cannot find any filter called just "Update date". Is it possible that the so called " my database of the filters" doesn't contain this filter.

Because the issue is that when I use the "Ticket last update" filter - some of the tickets disappear from the final results.
Example: the ticket was created on 01/01. We have answered it on 02/01. So when I try to receive a report for 01/01 and put the filter "Ticket last updated - date" - this ticket is not included as far as it was last updated on 02/01.

Moreover, could you please also clarify if there any metric that helps to count the reply time exactly at the certain day (in the same way as in "First reply time").
Example: the ticket was created on 01/01 and we answered it after 1 hour. After some time (on 02/01) we received a new reply in this ticket and answered it after 8 hours. So when I prepare the report for the 01/01 I need to use some metric that could show the reply time exactly at this day (not for the whole history of the ticket)?

Many thanks in advance!

Hello!

I have started transfering the data from the Insights to the Zendesk Explore. Therefore, I have a question - is there any alternative filter in Explore to the filter in Insights, called "Date(Event)"?

Thank you in advance!

Hello!

Could you please clarify if there any way to count the time, which is spent to answer the request in the ticket (like "First reply time" metrics)?

Example: We have received a question in ticket. After 10 minutes the agent has replied. After some time we receive another question in this ticket. This time it took us 30 minutes to answer it. So Average reply time is 20 minutes.

Thank you in advance!