Franck BADIN

Hello, 

I would like to have an indicator of 1st reply SLA breach Yes/No but within the Support Dataset.

The objective is to have a report with 1 line per ticket.

I do manage to find the right way to create the calculated metrics.

It would be in textual form like that

IF Ticket priority is Urgent and if First reply in business hours is higher than 1 then Breached

IF Ticket priority is High and if First reply in business hours is higher than 4 then Breached

IF Ticket priority is Medium and if First reply in business hours is higher than 8 then Breached

IF Ticket priority is Low and if First reply in business hours is higher than 8 then Breached

IF not breached then NOT breached

Can someone help me on how to translate this for Explore?

Best regards

Hello if I understand well the process, 

If someone in a shared organization decided to follos his tickets organization this follow up cannot been removed except by removing it for the full organization.

In our case, for an organization that need to be shared we removed from one user at the user level the ability to see all the organization tickets.

Despite that change he continues to receive Organization Subscription notification and continue to be able to see the Organization tickets.

Can you advise?

Best regards

Hello Troels, 

That seem to work fine.

Thank you very much.

Thank you Troels for your Uber fast answer.

Unfortunately I still have an isuue.

When trying to coount the number of backlog tickets that have more than 70 days:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")

THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes")*60*24*70

ENDIF

I have the same result as the total backlog tickets.

Hello,Eugene Orman I belive we have a slight misandrestanding.

I need tos have the number of non closed tickets tthat have a backlog age more than XX hours/days.

So I guess there should be an argument before to pinpoint to the non closed tickets.

IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours"))>90
THEN [Ticket ID]
ENDIF

When I use the formula you provided me with with a COUNT I have more than 30k where Is should have 3

Could you advise.

Best regards

Hello Eugine and Zendesk users,

I have a similar problem now counting the number of unsolved tickets based on their current age.

For example to figure out the number of tickets with more than 90 days baklog age I was using this Standard Caluclated Metric:

IF (VALUE(Unsolved tickets age (days)))>90
THEN [Ticket ID]
ENDIF

Then Count that metric in my explore report.

Now I receive the error message regaring VALUE use.

What workaround do you recommand?

Best regards

Hello,

We are using Zendesk Enterprise for technical support.

We have around 25% of our tickets that are automaticaly closed after some rules because the customer never reply to us, also when we provided the solution to the customer (reply in pending status) it may takes few days to have a confirmation and solve the ticket.

With this I would like to have create a different resolution duration indicator based on the last public comment - a duration indicator based on last public comment minus creation date. 

Based on this article I managed to have for closed ticket the timestamp for the agent last public comment.

1) How can I retrieve the ticket creation or ticket Full resolution Time stamp?

2) Is there an easyest way to figure out the indicator I am looking for (duration indicator based on last public comment minus creation date) in hours?

3) Is it possible to have it in business hours?

Best regards

We are interested in this feature.

Hello,

I have a question about automatic language detection when a new user is created automatically from an request received by E-mail.

We do not have German as a localized language in our Zendesk.

We have, English (US), French, Spanish and Ducth.

If someone writes us in German should the language be defaulted in English or another language based on the below point:

• If the detected language is not enabled in your account, the language preference is set to the closest matched language enabled in your account. For example, you receive an email that contains Hungarian and that is not one of your enabled languages, but German is enabled. In this case, German, as the nearest match is set as the user's language.

Best regards