Measure time based on ticket status.

5 Comentários

  • Graeme Carmichael
    Ações de comentário Permalink

    Agus

    If you use the Support Tickets [default] dataset, you can find the total time a ticket has spent in each status. However, the metric names are a little different.

    Here is an extract explaining the metric names:

    And the full reference is here.

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  • TS Agent 2 (Agus Harisman)
    Ações de comentário Permalink

    Hi Graeme.

     

    Thank you so much for the answear. would you mind to help me one more regarding of how to measure the time handling by updated and public comment?


    Many Thanks,

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  • Graeme Carmichael
    Ações de comentário Permalink

    Agus

    It sounds like you are after the first public reply time?

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  • TS Agent 2 (Agus Harisman)
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    Hi Graeme,

     

    Thanks for the answear. But not only the first public reply but also until that ticket is solved. 

    for instance, i would like to calculate:

    1. from that ticket new and change to on hold or solved
    2. or that ticket from on hold status and than escalated again  in the on hold status as well

    3. or from on hold to solved. 

     

    Thank you before

     

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  • Graeme Carmichael
    Ações de comentário Permalink

    Agus

    To do the query, you nee to use the Ticket Updates Dataset. You can see an example the duration of fields here.

    Here is an example of the metric from status hold to status solved:

     

    However, I would not recommend this approach as there is no guarantee that the status will follow the pattern that you expect and the total duration of all your metrics may be greater than the life of the ticket.

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