Calculating Metrics for Pending Tickets in Zendesk
Is it possible to calculate metrics for pending tickets in Zendesk?
Yes, you can calculate metrics for pending tickets in Zendesk by creating a custom calculated metric and attribute. This involves setting up a formula similar to existing metrics for solved or created tickets.
For pending tickets, you would create a 'Tickets Pending' calculated metric and a 'Ticket Pending - Timestamp' calculated attribute. These custom metrics can then be used under the date range calculated metric to analyze pending tickets over a specified period.
More related questions
What are date range calculated metrics in Zendesk Explore?
Date range calculated metrics in Zendesk Explore allow you to analyze results over a specific period of time. They are particularly useful for examining metrics that don't fit into standard calendar periods, such as the last seven days or dates…
How do I specify a period for a date range calculated metric?
You can specify a period for a date range calculated metric using either a simple or advanced option. The simple option allows you to select from a list of named periods or customize a specific start and end date. The advanced option offers more…
Can I include the current day in a simple date range?
Yes, you can include the current day in a simple date range by selecting 'Today' or by setting a custom range that includes the current date. This feature is part of the simple option for date range calculated metrics, which allows you to choose…
How can I create custom time brackets in Zendesk Explore?
Creating custom time brackets in Zendesk Explore is possible by modifying existing formulas. You can view how a formula is constructed by clicking on the eyeball icon next to the attribute. Once you understand the existing formula, you can create…
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