Calculating First Internal Comment Time in Zendesk
How do I calculate the first internal comment time using DATEFIRSTFIX?
To calculate the first internal comment time, use the DATEFIRSTFIX function in Zendesk Explore.
Create a report with the Support: Updates history dataset. Create a calculated attribute named 'First internal comment - Timestamp' with the formula:IF ([Comment present]=TRUE AND [Comment public]=FALSE AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public])=[Update - Timestamp]) THEN [Update - Timestamp] ENDIF. Then, create a calculated metric named 'First internal comment time (hrs)' with the formula:DATE_DIFF([First internal comment - Timestamp], [Ticket created - Timestamp], "nb_of_hours"). Set its default aggregator to AVG and format it to show one decimal point with 'hrs' as a suffix. Add the 'First internal comment time (hrs)' metric to the report builder, and in the Columns panel, add the 'Ticket created - Month' attribute to show updates from the last 6 months. Use a column chart to visualize the first internal comment time by month.
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