Ticket Backlog - Filtering by Ticket Age

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4 Comentários

  • Allen Lai | Head of CX at Otter.ai

    Chris Curlett Have you been able to figure this out? Similarly, I consider a backlog ticket that's older than X days, but I didn't see a way to filter by either date a ticket was created or by age.

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  • Alex Zheng
    Zendesk Customer Care
    Hey Allen,
     
    If you are using the tickets dataset you should have a metric for Unsolved Tickets Age and then you can use the metric filter to filter for tickets older than x days.
     
    Let me know if you have any further questions.
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  • Marc Pelletier

    Alex Zheng The problem with what you've described is that the only date fields available in the Tickets dataset are created and solved dates.  There doesn't seem to currently be a way to identify the Average Ticket Age, Avg. time to first response, and Average time to Resolution based on the status of all tickets at the end of a time period.  The Backlog dataset would allow this if there was an Average ticket Age field available.

    When using the Tickets dataset for this and using Ticket created date as the X Axis, older tickets will eventually drop off the chart and you won't get an accurate portrayal of the performance of the support team as you would if you had a snapshot of the average ticket age at the end of each day.

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  • Elaine
    Zendesk Customer Care
    Hi Marc,
     
    You might consider creating calculated metrics using the following formula to calculate the average. I trust this will be beneficial for your needs!
     
    SUM(Unassigned tickets)/SUM(Tickets)
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