I would like to make a report in Zendesk Explore to get insight in the duration that a ticket was open before it is send to a specific support group.
This needs to have the time on hold and pending excluded.
I can make a standard calculated metric by:
IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]="360002075837") AND ([Changes - New value]="360007767018")
THEN ( DATE_DIFF([Update - Date],[Ticket created - Date],"nb_of_hours"))
ENDIF
This does include the time on hold and pending.
To remove the time on hold I expected to be able to to:
IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]="360002075837") AND ([Changes - New value]="360007767018")
THEN ( DATE_DIFF([Update - Date],[Ticket created - Date],"nb_of_hours") - VALUE(On-hold status time (hrs)))
ENDIF
This results in 0 data.
How can I calculate the time in hours that a ticket was on other support groups before it is send to this specific one, without the time the ticket was on hold or pending?
