Explore functions reference

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15 Comments

  • Johann Lazarus

    How do I represent the following timestamp 2018-12-10T06:07:23 as 10/12/2018 17:07? 

    I've been able to use the custom 'Date display format' to format the date but the time segment isn't particularly clear to me. I presume that Zendesk is saving the timestamp in a different timezone? (I'm based in Melbourne Australia)

    0
  • Patrick Bosmans

    Hello Johann,

    When building a query, the timestamp will be in UTC time.  Adding the query to a dashboard with allow the data to be referenced via the timezone of the user currently viewing the dashboard.

    0
  • Greer Davis

    Putting it on the dashboard doesn't help since I need to send this information to a client who doesn't have access. Is there any way to get this formatted so I don't have to do extra work in Excel?

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  • Celia Johnson

    "You can calculate the difference between two days, years, quarters, half years, hours, minutes, or seconds using the DATE_DIFF functions"

    Does this mean that weeks and months are specifically excluded? 

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  • Patrick Bosmans

    Greer,

    At this time these are the only formatting options we have in Explore.  Our team is working on releasing new scheduling updates to individual users later this year.

     

    Celia,

    I believe Jessica just missed explicitly stating them, but you should be able to use weeks and months as well.

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  • Patrick Bosmans

    Celia, 

    My apologies, but it looks as though week is not possible.  This is a screenshot from the function definition inside of Explore.

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  • Celia Johnson

    Well, nobody will reply to my support ticket, so I guess I'll try again here. This article still appears to be impossible. "This section lists the available date functions. In the Functions window, you can view only date functions by clicking the Filter button, then typing Date."  As far as I can tell,  there's no filter button in the functions window, and if you do field instead of filter, you don't have any of the options in this article. 

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  • Nicole - Community Manager

    Hi Celia -

    I checked on your ticket and have asked that someone get back to you.

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  • Rob Stack

    Hi Celia, I'm sorry you had difficulties with the article. I agree that the filters could have been explained better and I've made some changes that hopefully help with that. I hope this helps!

    1
  • Justin

    Is it possible in Explore to measure the time in hours that a ticket had a specific value applied within a ticket field? For example, let's say we have a drop-down field with Options 1, 2, and 3. Can we build a query that shows us how many hours a ticket had Option 1 applied before an agent updated it to Option 2?

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  • Traian Vila

    Hello,

    Is there a _date_part that would return the number of business days from the configured schedule instead of all calendar days returned by nb_of_days ?

    Thanks,

    Traian

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  • Shaun Amyotte

    Hey folks,

     

    Playing around trying to create a query that will eventually show me the break down of time spent in each state and playing with Date_diff I noticed it seems the newest date needs to be first, but the article says the opposite.

    How I tested:

    Filter: Tickets created last week

    custom metric:

    DATE_DIFF([Ticket Created - Date],TODAY(),"day")

    Metric:

    Display MAX of that metric

    Columns

    Ticket ID

    Result

    A column graph that shows negative numbers

    Flipping to

    Columns -> By Ticket ID  

    DATE_DIFF(TODAY(),[Ticket Created - Date],"day")

    shows positive numbers

    2
  • Molly VS

    Hi @Traian! Unfortunately there isn't a way to do this at this time.

     

    @Shaun - great catch! I validated this with the support team and you are correct. I'm going to flag this article for updates. As an aside, I like using "nb_of_days" as "day" here will just return days in the month:

    I'm going to suggest that update as well. Cheers!

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  • Brian Larson

    Hi - I have a custom "Due Date" field. Is there a way to filter by tickets that are past the Due Date set on the ticket? Showing over due tickets?

    Thanks,
    Brian

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  • Adrian Joseph Magboo

    Hi Brian!

    You can create a View that can filter your tickets using your custom Ticket field (Due Date). You can learn more about it https://support.zendesk.com/hc/en-us/articles/218032348-Understanding-custom-ticket-fields-in-business-rules-and-views#topic_znk_mnk_xj

    0

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