Metrics and attributes for Zendesk Support

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  • Niels

    Hi, I wondered if you could explain a bit better the definition of the attribute "time - ticket update", versus the "time - ticket last updated".

    Here's what I am trying to achieve.

    For this year, per week, I want to see the number of tickets that contained the tag "X".

    • For metric, I'm using count(tickets)
    • Column (Ticket updated - week of year) - or should I use the "time - ticket update" here??
    • Filter: ticket tag = X


  • Patrick Bosmans

    Hello Niels,

    "Time - ticket update" is in the ticket updates dataset, which collects data at the updates level, so you can report on when each update happened. 

    "Time - ticket last updated" only comes back with the timestamp for the last update.

    So, if you're trying to report on all comments, then "time- ticket update" is the time metric you'll use.

    As for your query, unless you are looking for timestamps, I would go with Ticket updated - week of year.  However, filtering by tags has not yet been updated in the system so you would need to create a custom metric for finding tickets with this tag by following this formula:

    IF (CONTAINS([attribute_name],"attribute_value")) THEN COUNT(metric_name)

  • William Chase Myer

    One thing I have yet to see in the Filters is a simple time variable. Not "Time-ticket created" or anything that has a condition attached to it, just a simple time frame that narrows the results of the desired metrics/attributes I want to manipulate. 

    I have used "Date-Date" with the response of an error message stating "No data available, check your filters and calculations you have set." 

    My calculations are for COUNT(tickets created)..... What I have noticed is that I am not able to select a time frame without any condition attached to it (for ex. Time- tickets updated or Time-ticket last assigned) but this skews results according to the conditional time frame if I want to measure anything other than that specified time frame condition. 

    I may be using the filter Date-Date incorrectly, but I can't imagine why it would not act as a simple time filter. 

    To ensure that I make my point clear here I did a test. Metrics tested 1.) COUNT(Tickets Created) & 2.) COUNT(Agent Updates) Attributes tested 1.) Assignee Name

    Test time frame is Jan 6-12 (Custom date selected)

    • Pre-Filtered results (his total history): Eric- Total created:1,194 Total Agent updates: 11,278
    • Time-Ticket Created Filtered results: Eric- Total created:102 Total Agent updated: 1,120
    • Time-Ticket Updated Filtered results: Eric- Total created:102 Total Agent updated: 1,143
    • Date-Date Filtered results: "No data available, check your filters and calculations you have set." 

    Has anyone else experienced this? I can't get a standard benchmark without a simple time frame filter as the results differ between (Time-Tickets Created) & (Time-Tickets Updated).




  • Brynn Gaeta

    What would we use if we wanted to measure an agents individual SLA? For example, in January, what % of tickets did agent Jane Doe breach on? 



  • William Chase Myer


    I have found great success with this in the Support Ticket-SLA dataset section. From here you are able to customize your query to such specifications. Personally, I use for the metrics: SLA-Tickets breached, achieved, % Breached, and % Achieved. 


    This should provide the results you're looking for. As of date, I have had no luck with date-date to narrow results to my requirements, rather I have used Time-SLA Status Update

  • Joe Beaudoin

    Hi Brynn,

    Thanks for your question!

    I'm going to piggyback on William's post (thanks, William!) and use the metric % SLA breached and % SLA achieved. In addition, I've added some attributes: Ticket ID, Assignee Name, and Ticket Created - Month. Here's a screenshot of my report:


    You can review the following article for more information on adding totals (sums) to your data:

    I hope this helps!

  • Davide Troise

    Hi There, 

    can you please tell us if the metric "Full Resolution Time" takes into account business hours?


    Thank you,


  • Brett - Community Manager

    Hi Davide,

    When creating your report you'll want to use the Full Resolution Time - Bus Hrs - min if you want to account for business hours. I've attached our Metrics and attributes for Support article which provides a list of our available metrics/attributes and their description.

    Hope this helps!

  • Eric Norris

    When trying to create a report that counts the number of public replies in a given week in Explore, I am getting a much higher count than I do in GoodData. This is what I am using:
    - What: # Public Comments
    - How: Week (Sun-Sat)/Year (Event)
    - Filter: Specific Product; Updater Role is Agent,Admin; Language is not [8 languages];

    - Metrics: SUM(Agent Replies)
    - Rows: Ticket Updated - Week of Year
    - Filters: Specific Product; Language is not [8 languages]; Ticket Update 2019; Assignee Role is Agent, Admin;

    In GoodData I am seeing numbers like 2302 for Week 11, then seeing 3462 in Explore. Any insight as to why would be appreciated.

  • Giovanni

    Hi everyone,

    I would like to know how many tickets are escalated every month from the level 1 to the level 2 and how many tickets are handled by the level 2 (because some tickets are directly created for the level 2 depending on their business value for us) but I can't find a good calculation method to find it.

    Any idea ?

  • Kristie

    Hi guys,

    Is there any list of definitions for the individual functions and variable names. Currently, I can only derive them from this FAQ, but it'd be a lot more useful and easy to create custom queries with precise definitions of what each function and variable is.

    Thank you.

  • Rob Stack

    Hi Kristie, the article Formula writing resources contains links to articles that list most functions, but these are not currently available in one single article. I'll look into the feasibility of doing this in a future update.

  • Kristie

    Thanks Rob!

    Is there something for variable names though?

    I was trying to create a metric with the variable "Achieved SLA Tickets" and "Breached SLA Tickets" but keep getting the following error message:

    "The set of calculations Calculated member named 'SUM(sla-dee54f7e9b)' references 'Breached SLA Tickets' which is unknown as measure. isn’t valid. Adjust the calculation and try again. (Error code: 44fb9a9c)"
    Would you know why?
    Thanks again!

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