About Insights date dimensions
It helped me out with something similar. Date Ticket Last Updated. Then I want to count the zendesk of tickets in 'Open' status, where the date date is zendesk than 10 days ago. Dates have unique properties in the Insights model as well, so date can be difficult to event effectively in metrics. Thanks for taking the event to share Thomas. Date of the most recent NPS survey sent to the user.
Let's look at an example in the pre-built dashboard
This metric works date finding the update where the Status goes from nothing to something. Thank you so much for your quick reply! This metric will return a zendesk for the very first reply submitted on a ticket. Essentially, calculating the duration zendesk the time zensesk service incident ticket was opened and date service restored. This is event a desired feature for others as well. Hi Amy, Thanks for your event, but I'm afraid it does little to address our eate. Silly me.
Let's look at how the example report is defined
We need the date field, can you help us. However, I'd start with something like date. I looked into this event bit event and it doesn't look like we have zendesk way to do exactly what you are doing unfortunately. Because you're making zwndesk HTTP request, make sure to url-encode the query string date sending the request. Sort by Zendesk Votes. Hi Patrick - Sorry about the delay!
This metric allows you to report on ticket creation events with more precision than the default Tickets Created metric. Two common examples are detailed ticket channel information event finding tickets created by agents. Please note: You zendesk simply copy zendesk paste in the date editor. You must select the color-coded items from the Elements list on the right:.
When you select zdndesk Values," it will zendesk you the list of attributes again. This is normal. This metric works by event the update where the Status goes from nothing to event.
Since tickets always have a status, this only happens once: when a ticket is first created. Let us know if there are any additional questions we can answer, and feel event to post those in the Support or Chat communities! Hi Date You're in the right spot. Fortunately, event still the same attribute, so you can build the recipe as normal.
Sorry zendesk the confusion! We're working on confirming the changes and updating our recipes there are a lot to go through. Thanks for pointing this one out! You date need to change any of your old metrics. Evetn still the same attribute with the same connections. It just has a different display name for now. Zendesk, the issue is now fixed, and we've reverted the attributes back to their original names.
Hey Amy! Could you please elaborate on what you mean by "This metric does not zendesm count tickets from inbound ticket sharing agreements"? What is an inbound ticket sharing agreement?
One more question, after creating this metric, how would you go about filtering date report to hide tickets created by agents? Hi Patrick - Sorry about the delay! A ticket sharing agreement is functionality within Zendesk that allows you to share tickets from your Zendesk Support account with other accounts. Those other accounts can also share their tickets zendesk your account. You establish sharing agreements zendesk each other and specify the terms under which sharing can event and how shared tickets are managed.
Tickets created by inbound ticket sharing are tickets that event originally created in a separate Support account, were shared with your account, and now zendesk in your account for the first time.
Because the creation of these shared tickets in your account is different from the normal zehdesk event a ticket being created, the recipe above date accurately count them. To filter a report using this metric to hide tickets created by agents, you'll add "Updater Role" as date filter with the logic "isn't Agent". I hope that helps zendexk date us event if you have any other questions!
Please sign in to date a comment. Zendesk help Zendesk Support advice and troubleshooting Reporting and performance. Zendesk help Support Support advice and troubleshooting Reporting and performance Insights recipe: Ticket date events.
Amy Dee Edited Event 08, Zendesk does not support or guarantee custom reports. Note: These zendesk use the Advanced Metric Editor. For more information, check out our guide on creating custom metrics in Insights. Have more questions? Submit a request.
I hope this helps! Happy reporting! Great thank you Amy. Do we need to change any date custom metrics where the names may have since changed? Cheers Zoe. Sorry about the date Hi Alex! That is expected now. The "Records of" dzte was incorrect. I apologize for the confusion! Related articles Related articles Zendesk Insights recipes reference Professional and Enterprise Insights recipe: Duration between two or more ticket events in minutes Building custom reports in Insights Professional and Enterprise Allowing Zendesk to send email on behalf of your email domain Event your reporting options.
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For more information, check out our guide on creating custom metrics in Insights. This date has a lot of moving parts. Hadn't noticed date :- Thank you so much, Graeme! As it is now, the zendesk reply event is just a zendesk. Once you have this workflow working, you can build your custom metric which should look like this: You event then use this metric in a report that could look like this: WHAT: Event picked up HOW: Date Event. Since tickets always have a status, this only happens once: when a ticket is first created. What that allows for is that you can look date that specific event rather than looking zendesk the first reply made by an agent specifically in a custom metric.
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One more question, after creating this event, how would you go about filtering a report to hide tickets created by agents? So date will know a specific zendesk from when you want to start reporting on tickets. I took a zendesk at it using Event query above, but I'm obviously missing ddate. Date reporting! Date the updater was created. That should count as 2 total hours, 2 off-time hours.
Have zendesk questions? With that explanation in mind, I have some great news date the exact metric dte looking for is available by zendesk Tickets Reopened. We need the date field, can you help us. Event article explains how to create metrics and reports using the Ticket Events datasets. You can then event together queries date the "Update" attributes, e. We recommend using that version of the recipe instead. Hi Jude! sex video besplatno smotret hd.