I've created a custom metric to calculate the AVERAGE 'tickets updated w/ comment' as described here:
However, average is not a good measure due to outliers (for example, some days only working on 5 tickets due to short work day). I can't find any info on creating custom median metrics - so just want to confirm whether this is possible or not?
Thanks for sharing your approach and the detailed context. Currently, Zendesk Explore does not support creating custom median metrics directly, as it primarily focuses on standard aggregation methods like averages and sums.
A common workaround is to export the data and calculate the median externally using tools like Excel or BI platforms that support median calculations.
We appreciate your feedback on this, and I’ll pass it along as a feature request to consider adding median metrics in future updates.