Explore - Tracking First Reply Time Since Re-assign

2 댓글

  • Brett Bowser
    Zendesk Community Team

    Hey Heath,

    I wasn't able to track down a recipe that gets you exactly what you're looking for. The closest I could find is our Explore recipe: Reporting on the duration of fields article which I've linked for you.

    I'll reach out to our Community Moderators to see if they have any advice and I'll leave this post open in case anyone can jump in here.


  • Hillary Latham
    Community Moderator

    Hey Heath, we are having the same struggle.  I can't seem to get a way to figure out when something happened compared to the ticket creation date.  You can get the data by using the "changes" attributes and choose group, then showing the create time and update time in your results - however, I cannot figure out how to get a calculation of the time difference.  Here is what I built in case that helps.

    My coworker put in a request for a date function to identify the first time a ticket was assigned to a person if you want to add any thoughts or votes: https://support.zendesk.com/hc/en-us/community/posts/360029385854-Add-Minimum-Date-Function-to-Formula-Builder-to-Identify-First-Time-A-Ticket-was-Assigned-to-Person

    Let us know if you come up with a creative solution.


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