I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending".
It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions
The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking-
Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least?
Any input is appreciated! 🙌🏻
Por favor, entrar para comentar.