Robin Dublon | SME Credit Ops Analyst | UK, London

Hi,

Currently if you join two date elements, the order goes alphabetically such as with this formula below to get month and year together:

LEFTPART(MONTH([Ticket created - Date]),3)+"-"+YEAR([Ticket created - Date])

It should put any pairing of two date attributes to sort still by date order. Can this be changed to treat these custom date metrics still as dates?

Hi Gab,

I'll try to incorporate that in the tables, and I guess the graph reports will need to use the single attributes month and year for now.

Is this something that is ever to change or is being worked on? Surely it can't be considered correct to have these sort alphabetically when they a formats of date attributes?

I have created an attribute using this formula:

LEFTPART(MONTH([Ticket created - Date]),3)+"-"+YEAR([Ticket created - Date])

However the order is going by alphabetical, and we need this to be in the actual date order.
Is there any way of doing this automatically? Or changing the formula to order it correctly?

Since it is unfeasible to order the set manually and we want to show graphs on multiple months...

Hi Dave,

I appreciate that, and thank you as that does provide a method of acquiring what I need, but the problem with this method is that the dataset gets too big to view in a report.

Is there any way to have this as a standard calculated metric built in ZD Explore? As I want to have a metric I can then split out by category of contact reason, as well as be able to do other deep dive analysis we may need on an average metric if possible?

Hi,

I am trying to identify how many tickets on average there is per requester in any given day/week/month/year on Zendesk Explore in the Support dataset.

Is there a way to create this metric? Either with a formula to create the metric or with result metric calculation?

I would like to put my vote in for this feature as well, as it would help greatly in our contact centre to reduce abandoned calls and wait times.

 

In fact I feel this should be a priority feature for Zendesk to implement.