Explore Calculated Attribute Filter for Tickets that Entered Status "Pending" Yesterday

Hey @vinny12

Not sure you're needing specifically a calculated attribute here.

To create a custom query in Zendesk Explore that filters for tickets which changed status to "Pending" on a specific day (such as yesterday), you will need to follow a few detailed steps. Here's a more in-depth guide on how to set up this filter in Zendesk Explore using the "Updates history" dataset:

### Step 1: Choose the "Updates history" Dataset

- After logging into Zendesk Explore, select the "Queries" option from the left-hand sidebar.
- Click on the "New query" button.
- Select the "Updates history" dataset from the list of available datasets. This dataset is specifically designed to analyze ticket updates and changes over time.

### Step 2: Set the Time Filter

- Once in the query builder, locate the "Time" attribute in the panel on the left.
- Drag and drop the "Time" attribute to the "Columns" panel. This action will add a time dimension to your query.
- By default, the time attribute may be set to a broad range. To narrow this down to a specific day (e.g., yesterday), click on the "Time" attribute in the "Columns" panel, and then select "Edit date ranges".
- Choose "Yesterday" from the predefined date range options, or set a custom range if needed. This ensures that your query will only include ticket updates from the specified day.

### Step 3: Filter by Status Change to "Pending"

- Now, to specifically filter for tickets that changed status to "Pending", you'll need to use the "Ticket status" attribute along with the "Changes" attribute.
- First, find and add the "Ticket status" attribute to the "Rows" panel.
- Then, look for the "Changes" attribute, which represents the type of update made to a ticket. You'll want to ensure you're only looking at tickets where a change occurred. This attribute might need to be found within a specific section of the dataset attributes related to ticket updates or changes.
- You will also need to add a filter to only include records where the "New value" of the ticket status is "Pending". This can usually be done by adding a filter on the "Ticket status - New" attribute (or similarly named attribute) and selecting "Pending".

### Step 4: Refine and Run Your Query

- You might want to add other attributes or metrics to your query, such as "Ticket ID" or "Updater" to see more details about the tickets and who updated them.
- After setting up your filters and columns, click the "Run" button to execute your query.
- The result should be a list of tickets that had their status updated to "Pending" on the specific day you filtered for (e.g., yesterday).

More info here - hope this helps!

Brandon

Hi Brandon!

Thanks for the response! I actually do not have "Queries" available to me. Is this possible inside of an Explore Report? For example, I do not see the "Time Filter."

Also, do you think this would be possible as a calculated attribute inside of the Updates History dataset? To show all distinct tickets that entered that status pending or closed yesterday.

Thanks!

Hey Vinny - 

Apologies for the confusion.  Zendesk renamed Query to Report last year, and I still use them interchangeably.  From within the report, you should also be able to add any filters you need, either by adding them to the top of the data area (a time filter will be there by default), or by right clicking on the attributes themselves).  The report will auto update and run in real time as well, just make sure to save it when you're done. Please note that a dashboard is a collection of reports, and so if you have time filters on both the report level and the dashboard level, it could create conflicts when viewing the data at the dashboard level.  

Re: custom metric.  This recipe shows you how to do it (just sub out [Ticket Status] for the other values being measured in the example.  Easier to do the dates as a filter than as part of the attribute.

Hope this helps!

Brandon