I am trying to create a report to count the number of tickets that remain new/open and unassigned within a group which groups tickets by how long ago they were created. Ticket status, ticket group, and whether assigned I plan to handle in filtering.
I understand that the data is a lagging indicator, but
I believe I need to create custom metrics to do this.
I suppose it would be in the vein of this post: https://support.zendesk.com/hc/en-us/community/posts/360004401887
I tried creating a metric, however, the numbers were over 43,000 for each of the ticket. which didn't appear to match up.
I am wondering if the idea in Graeme's comment might be closer to what I'm looking for, but not sure on how to implement it. https://support.zendesk.com/hc/en-us/articles/205310467?page=2#comment_360000690867
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