Zendesk Support:Tickets Formula Assistance | The place for Zendesk users to come together and share
Skip to main content
Brandon24
Brandon24
May 3, 2023
Question

Zendesk Support:Tickets Formula Assistance

  • May 3, 2023
  • 2 replies
  • 31 views

Hey everyone, I am trying to create a customized attribute/ metric to extract tickets that are in 24|48|72 hours slabs. Purpose: To find out how many tickets are pending with agents. I have created this formula below but cannot find the error :

=IF ([Ticket status])="Open" OR ([Ticket status]="Pending" AND ([Ticket first assigned - Hour]>12 AND ([Ticket first assigned - Hour]<24) THEN [Ticket ID] ENDIF

many thanks in advance for your assistance. If you can recommend how to add the Ticket group as well in above formula then my all problems will be solved.

    2 replies

    C
    Chandra13
    May 6, 2023

    Hey @brandon24 - It looks like there are some issues with the parentheses. I've gone ahead and reformatted your query for you below:

    IF ([Ticket status]="Open" OR [Ticket status]="Pending")
    AND [Ticket first assigned - Hour]>12
    AND [Ticket first assigned - Hour]<24 
    THEN [Ticket ID]
    ENDIF

    In terms of adding a group, you'll want to add a new line similar to the bolded one below:

    IF ([Ticket status]="Open" OR [Ticket status]="Pending")
    AND [Ticket first assigned - Hour]>12
    AND [Ticket first assigned - Hour]<24
    AND [Ticket group]="Support"
    THEN [Ticket ID]
    ENDIF

    If you also want to look at different groups, you'll want to add a similar line as the Ticket Status line you created, using OR logic. Example below:

    IF ([Ticket status]="Open" OR [Ticket status]="Pending")
    AND [Ticket first assigned - Hour]>12
    AND [Ticket first assigned - Hour]<24
    AND ([Ticket group]="Support" OR [Ticket group]="Support Engineering")
    THEN [Ticket ID]
    ENDIF

    Hope that helps!

    Brandon24
    Brandon24Author
    May 6, 2023

    Thanks Chandra for your input on this, I really appreciate it. However, it does not solve the problem. What I actually want is to get the time in days since the tickets are in open or pending status. For ex: if an agent has received a reply from the customer and did not reply back and the ticket is left in Open state, I want to fetch this data. 

    So far, I can only get tickets from Ticket updated time stamp but that includes anything( all updates on the ticket) so this is not actual data. 

    Terms & ConditionsAccessibility statement