Custom metric showing changes in a ticket field

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14 Comentários

  • Marie-Cathrine Sørensen
    Community Moderator

    Hi Jessica,

    To look at group changes, you should use the group IDs instead of their names and then use [Update ID] instead of [Ticket ID]. The metric should look something like this:

    IF ([Changes - Field name] = "group_id" 
    AND [Changes - Previous value] = "insert group id of old group here"
    AND [Changes - New value] = "insert group id of new group here")
    THEN [Update ID]
    ENDIF

    For more information on this topic, you can look at this recipe: https://support.zendesk.com/hc/en-us/articles/360025454293-Explore-recipe-Tracking-ticket-assigns-across-groups

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Analyst @ helphouse.io

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  • Jessica Strozyk

    Hi Marie-Cathrine,

    That way it worked. Thanks a lot for your help!

     

    0
  • Jessica Strozyk

    Hi Marie-Cathrine,

    Since you were such a great help last time around, I was wondering if you also know how I can access changes in custom field options. More specifically, I want to track a change in a custom ticket field from it was 'xyz' to it is 'not xyz'. I have tried different ways so far but none of them work.

     

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  • Marie-Cathrine Sørensen
    Community Moderator

    Hi Jessica,

    Here is how I would do it:

    1. Paste the formula from above into where you create calculated metrics
    2. Access the ticket fields endpoint from the API: your-subdomain.zendesk.com/api/v2/ticket_fields.json
    3. Find the ticket field (you can search for the name of the field)
    4. Paste the value from the title property into the field name in the formula
    5. Paste the values of the value properties for the previous and new values into the formula

    I hope this helps :)

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  • Jessica Strozyk

    Thank you so much! I had tried ID and name before, but not value. I am still quite new to zendesk, so I'm only starting to understand its quirks.

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  • Marie-Cathrine Sørensen
    Community Moderator

    You're welcome, glad I could help :) 

    1
  • Nicolas Smith

    Hi there,

     

    I was wondering if we are able to build a custom metric for when a checkbox goes from False to True - I've tried a bunch of different methods but it doesn't seem to want to work. I also checked our ticket_fields.json and there are no "Value" sections like above.

    IF ([Changes - Field name] = "Needs RS Assistance"
    AND [Changes - Previous value] = FALSE
    AND [Changes - New value] = TRUE )
    THEN [Update ID]
    ENDIF

    This seems to be returning a "Blank" instead of 0 currently.

    We also want to record the date of each switch.

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  • Nicolas Smith

    Nevermind! Just figured it out, unchecked value is 0, checked is 1!

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  • Kamolchanok Jittrepit

    Hi,

    [Changes - Field name] = "group_id"

    May I change "group_id" to "role_id"?

    Is this syntax practical, if I want to check the custom roles change? (Support Enterprise Plan)

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Kamolchanok Jittrepit

    Unfortunately, role_id is not a reportable value for the changes - field name attribute at this time. I recommend posting in our Explore Product Feedback Community

    Best, 

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  • Diego

    Taylor Bowser Hi Taylor!

    I have a similar problem as per Kamolchanok Jittrepit' s one.

    I am trying to count Ticket IDs who changed the brand, I adapted the formula in this way (using brand IDs) but with no results.

    IF ([Changes - Field name] = "Ticket brand" AND
    [Changes - Previous value] = "301432" AND
    [Changes - New value] = "3288609") THEN
    [Ticket ID]
    ENDIF

    Do you have any suggestions?

    Thanks and Ciao from Italy!

     

     

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Diego

    This one is doable! You'll want to adjust the formula to match the following. 

    IF ([Changes - Field name] = "brand_id" AND
    [Changes - Previous value] = "301432" AND
    [Changes - New value] = "3288609") THEN
    [Ticket ID]
    ENDIF

    Hope this helps!

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  • Diego

    Taylor Bowser Thank a lot for your response, I just pasted the formula but the query returns this error :/ do you know why?

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Diego

    Can you double check that you're using the Support: Ticket Updates dataset when building this custom metric? 

    Best, 

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