Alex Zheng

Hey Denise,
 
I believe this is just the random selection so each ticket is randomly assigned a value of 0 or 1.

Hey Vinicius,
 
Thanks for reaching out, so you should be able to use the default metrics and attributes in order to create a report with this information. I would start with something like the following and you can make adjustments as necessary.
 

Hey Ramakrishnan,
 
Unfortunately, there is not a great way to combine them as only tickets with an SLA target will be considered SLA tickets and appear in the SLA dataset. I would recommend creating the two reports separately and placing them on a single dashboard.

Hey Ramakrishnan,
 
In the SLA dataset you can use filters for the specific SLA metric you are wanting to see.
 

 
As far as total tickets solved, you probably want to use the tickets dataset as the SLA dataset will only consider ticket that have had an active SLA target applied.

Hey Jennifer,
 
In order to do this you'll have to leverage some custom formulas but it can definitely be done.
 
This article has a section on "Using the DATE_LAST_FIX function to find the latest agent comment time" which should give you the last public agent comment and in the screenshot they have a metric of comments but you could instead try something like tickets updated to get the last agent comment on each ticket.
 
In order to then get this information in terms of number of days you would need to use the DATE_DIFF function to get the difference in days between that latest agent timestamp and today.
 
Hope that helps!

Hey Almog,
 
Only one schedule can be applied to a ticket at a time so depending on which schedule is applied to the ticket will be the business hours used in the calculations.

Hey Jerson,
 
I would probably try something like the following to start in the Updates History dataset:
 

Hey Joey,
 
This is a feature that is available using the new beta dashboard builders, you can read more in the article here on how to do so!

Hey Carlos,
 
Unfortunately, Explore does not retain comment data. If you wish to access the comment data, you have the option to export your ticket data or retrieve it through the API. For more detailed information, please refer to the article available here.

Hey Renaud,
 
You can create a custom metric and take the total time spent and multiple it by 3600 to get the same value in hours like below.
 

 
Let me know if you have any further questions.