Explore recipe: Creating a ticket first solved date metric

What's my plan?

All Suites | Professional, Enterprise, or Enterprise Plus

Support with | Explore Professional or Enterprise

In this Explore recipe, you'll learn how to create a calculated metric that shows when tickets are first solved.
This article contains the following topics:

What you'll need

Building the calculated metric

What you'll need

Skill level: Average.

Time Required: 5 minutes.

Zendesk Explore Professional or Enterprise

Editor or Admin permissions (see Giving agents access to Explore)

Zendesk Support ticket data

Building the calculated metric

To build the calculated metric, follow these steps:

In Explore, click the reports ( ) icon

In the Reports library, click New report

On the Select a dataset page, click Support > Support - Updates history, then click Start report

In the calculations menu (), click Standard calculated metric

On the Standard calculated metric page, give your metric a name like First solved update date

Paste the following formula:

IF ([Changes - Field name] = "status" AND [Changes - New value] = "solved"
AND [Changes - Previous value] != "solved" AND [Update - Timestamp] =
DATE_FIRST_FIX([Update - Timestamp], [Ticket ID], [Changes - Field name]))
THEN [Update ticket ID]
ENDIF

Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.

Click Save

You can now use this calculated metric in your own reports. For example:

For more information, see Creating standard calculated metrics and attributes.