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)


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