• Jacob the Moderator

  • 23 juin 2021 12:01

  Community Moderator

  Hi@...

  You should be able to create aStandard Calculated metricfor that, below I did a quick check for a simple way to do this in the "Tickets" dataset:

  IF ([Ticket status - Unsorted] = "Solved"
  OR [Ticket status - Unsorted] = "Closed")
  AND [Ticket created - Date] = [Ticket solved - Date]
  THEN [Ticket ID]
  ENDIF

  I'm not sure if there are some edge cases I haven't accounted for, but you could give it a try and let me know :)
  
  Hope that helps you get started!

• Jacob the Moderator

  • 23 juin 2021 12:10

  Community Moderator

  This is what it could look like

  

• Graham Forchuk

  • 23 juin 2021 15:27

  That worked perfectly. Thank you.

• Admin - Trane Support (JH)

  • 8 août 2022 13:18

  Thank you for the suggestion Jacob, that worked for me!

  I'm now trying to modify this slightly to calculate the average resolution time of these tickets, but can't quite figure it out. Do you have any recommendations to return only tickets that were solved same-day and the average first resolution time?

• Maude Joly

  • 15 août 2022 14:16

  Hi Jeffrey,
  
  Following Jacob's brilliant formula, you will return only tickets that were solved and created the same day.
  In your query, to keep only the tickets that were created/solved the same day, you'll have to remove from your metric filter the 0 and blank values.
  
  
  
  To this query, you can then add the metric "First resolution time" which is available in minutes/hour/days, as mentioned in this article:Metrics and attributes for Zendesk Support, and then change the aggregator of the metric to AVG, as explained in this documentation:Choosing metric aggregators
  If you keep the level of details Jacob's showed in his example, you'll get the average first resolution time for each day.
  
  Now if you don't want this level of details, and only want to know the AVG resolution time for all your tickets that were created and solved the same day, you'll need to do the following:
  
  1) Create an attribute that will return 1 when a ticket was created/solved the same day.
  The formula would be the following one:
  IF ([Ticket status - Unsorted] = "Solved"
  OR [Ticket status - Unsorted] = "Closed")
  AND ([Ticket created - Date] = [Ticket solved - Date])
  然后1
  ENDIF
  
  2) Add this attribute to your filters and select only 1 as a value.
  
  
  
  You should then have something like this.
  
  
  
  Hope that helps! :)
  
• Jacob the Moderator

  • 16 août 2022 05:00

  Community Moderator

  This is awesome Maude, thank you!

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