Hello,
I'm trying to create diagram to see an average time from ticket action solved until opened (reopened) again.
Tried to do that by this tutorial: https://support.zendesk.com/hc/en-us/articles/360060213533-How-can-I-show-the-timestamp-of-a-reopened-ticket-in-Explore-
But I get error message in "Timestamp - ticket reopens" attribute, and I cant find COUNT(reopens) metric.
Are you able to show a screenshot of the error?
Based on that error message, I suspect you may be querying off of the Tickets dataset instead of the Ticket Updates dataset. Mind confirming when you have a moment?
@McQueen Happy to help! Based on the Metrics you're seeing listed for Tickets, it looks like you're querying off the Tickets dataset which would explain the error you received. You should see the below Tickets metrics when querying off of the Ticket Updates dataset.
You'll want to create a brand new query and select the Support > Ticket Updates dataset instead of the Tickets dataset. See screenshot below of where you can select that dataset:
Zendesk has a great help article here that helps describe the different Support datasets as well as what type of metrics can be found in each dataset. Hope that helps!
@McQueen Based on your screenshot, I'm not sure why you would see a blank page being returned. I tried to build this query in my own instance and can confirm that I was able to run the query successfully. Perhaps you could try adding a date filter to narrow in the results a bit? I'm wondering if you're query results might be too large or something similar.
If you're still having trouble loading this query even after applying a date-range filter to narrow the results a bit, I'd recommend reaching out to Zendesk's Support team so that they can take a closer look at your instance as well as the specific query you've built.
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