Creating a Ticket First Reply Date in Zendesk Explore
How can I create a ticket first reply date attribute in Zendesk Explore?
To create a ticket first reply date attribute in Zendesk Explore, you need to use a standard calculated attribute. This allows you to display the actual date and time of the first reply, which isn't available by default.
Start by opening Explore and clicking the reports icon. Create a new report and select the Support - Tickets dataset. In the calculations menu, choose Standard calculated attribute and name it, for example, 'Ticket first reply - Date'. Use the formula provided in the help doc to calculate the first reply date. Once done, save your attribute and use it in your reports. For more details, check the originalZendesk help article.
More related questions
What skill level is required to create a ticket first reply date attribute in Zendesk Explore?
Creating a ticket first reply date attribute in Zendesk Explore requires an average skill level. It's a straightforward process that takes about 5 minutes. You'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin…
Can I group the first reply time by week in Zendesk Explore?
Yes, you can group the first reply time by week in Zendesk Explore by modifying the date format in the formula. This allows you to see the reply time for tickets updated each week. To do this, change the date format in the formula to show the year…
How can I filter the first reply date attribute by time in Zendesk Explore?
Unfortunately, you cannot directly add a date range filter to custom attributes in Zendesk Explore. However, there is a workaround. You can create custom attributes that display only the Year or Month by modifying the formula. For instance, to…
Why is my first reply date attribute not showing recent data in Zendesk Explore?
If your first reply date attribute isn't showing recent data, it might be due to the volume of data being queried. This can affect how quickly data loads. Ensure that your query isn't pulling too much data at once. If the issue persists, consider…
How can I exclude tickets created by employees from my first reply time calculation?
To exclude tickets created by employees from your first reply time calculation, use the Submitter role attribute to filter your query. This allows you to focus only on tickets submitted by end-users, ensuring that your first reply time calculations…
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