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Stephen Gallagher
已加入2022年3月03日
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最后活动2022年3月30日
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的最新活动 Stephen Gallagher
Stephen Gallagher 进行了评论,
CJ Johnson Do you think you managed to get close with any of your efforts? And would you be willing to share them?
Big plus one from me too - very interested in getting something in place and I'm surprised there isn't more interest.
My current thoughts are if it was possible to define 2 different events and get their timestamps, the DATE_DIFF function could be used.
- Event 1 - when a ticket is assigned to a specific individual or group, get timestamp.
- Event 2 - when a ticket is first updated (reply, changed state, reassigned) by that individual/group, get timestamp.
- Calculated Metric - DATE_DIFF(Event 2, Event 1, "nb_of_hours").
I'm new to Explore so I'm not sure if that is possible...
查看评论 · 已于 2022年3月24日 发布 · Stephen Gallagher
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Stephen Gallagher 进行了评论,
Francois Spinnael not yet :(
I'm wondering could someone on the Zendesk team give us a steer?
查看评论 · 已于 2022年3月09日 发布 · Stephen Gallagher
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Stephen Gallagher 进行了评论,
I believe deleted tickets lose their Ticket IDs, which could be the reason for the difference described above: https://support.zendesk.com/hc/en-us/articles/4408827553690-Why-are-there-ticket-IDs-missing-
查看评论 · 已于 2022年3月07日 发布 · Stephen Gallagher
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Stephen Gallagher 进行了评论,
Thanks Francois Spinnael!
Correct - using the Metric filter can show me those tickets that have been assigned to a given group more than once.
For my use case, I'm trying to do what you have described above:
Only if this "happened" or "not happened" on a ticket
For my sample group, here is the trouble that I'm running into:
- Using the formula above, the COUNT returns 612 results.
- When I add Ticket ID to Rows (to see the ticket numbers), it returns 579 rows.
- Using Metric filter to look at tickets assigned more than once, I get just 10 tickets assigned twice (and none above twice) which, to me, means the COUNT should actually return 589 occurrences of tickets being assigned to my given group.
I'm not sure where the difference of 25 between 612 and 589 is coming from.
查看评论 · 已于 2022年3月07日 发布 · Stephen Gallagher
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Stephen Gallagher 进行了评论,
Ended up trying the following:
IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] != "999xxx"AND
[Changes - New value] = "999xxx") THEN
[Update ID]
ENDIF
I'm not sure how to control to tickets counted twice i.e. we assigned to the same group more than one over the course of the ticket's lifetime.
查看评论 · 已于 2022年3月04日 发布 · Stephen Gallagher
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Stephen Gallagher 进行了评论,
Taylor Bowser Was a solution ever provided for Dustin's issue at the beginning of this thread? I'm trying to solve the same problem.
查看评论 · 已于 2022年3月03日 发布 · Stephen Gallagher
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