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Matthew Roark

Entrou em 15 de abr. de 2021

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Última atividade em 15 de mar. de 2022

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Matthew Roark comentou,

ComentárioExtending Zendesk

Unfortunately, Dana Barker's previous suggestion is no longer a viable workaround; I'm unable to submit a negative time as it throws an error: "Invalid time format, expected HH:mm:ss". Administrators and agents alike need a way to modify timings if this is not available otherwise (which I'd prefer there to be an actual implementation vs a workaround).

Exibir comentário · Publicado 15 de mar. de 2022 · Matthew Roark

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Matthew Roark criou uma publicação,

Publicação Q&A - Reporting and analytics

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! 🙌🏻

Publicado 04 de ago. de 2021 · Matthew Roark

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