Anyone found a solution for this?
Within our organization we have SLA around this measurement, but i cannot seem to get the numbers for it.
Anyone have any advice or solutions?
Only thing i found so far is that FreshDesk has this feature OOTB
Answer
Assign time in FreshService?
+1Best answer by Roxwell
I would use a custom attribute then
1. Add Hidden Field
- Create a hidden custom field on the ticket form called Assignment Time. This field will store the timestamp when a ticket is assigned to an agent.
2. Create a Workflow
- Trigger: Set the workflow to trigger when the "Agent" field is updated from "None" (unassigned) to any value (assigned to an agent).
- Action: Set the Assignment Time field to the current date and time using
System.Current Date. This will record the exact time the ticket is assigned.
3. Custom Metric Setup
- Go to Analytics > Settings > Custom Metrics.
- Create a new metric named Time to Assignment.
4. Formula for Custom Metric
- Use the following formula to calculate the time difference in hours between ticket creation and assignment:
DATEDIFF_HOURS(Created Date, Assignment Time)
This formula will calculate the time taken from ticket creation to when it’s first assigned to an agent, allowing you to track how long tickets remain unassigned after creation.
+9- Top Contributor ⭐
Assignment Time
The opted time before an escalation email is triggered to a selected agent, if a ticket assigned to a group remains unassigned to an Agent.
Available in:
Metric
Group By
All filters
Tabular
+1We are looking for the time before agent is added.
Not automation to assign or notify after given time, i think that’s what you have found here?
+9- Top Contributor ⭐
- Answer
I would use a custom attribute then
1. Add Hidden Field
- Create a hidden custom field on the ticket form called Assignment Time. This field will store the timestamp when a ticket is assigned to an agent.
2. Create a Workflow
- Trigger: Set the workflow to trigger when the "Agent" field is updated from "None" (unassigned) to any value (assigned to an agent).
- Action: Set the Assignment Time field to the current date and time using
System.Current Date. This will record the exact time the ticket is assigned.
3. Custom Metric Setup
- Go to Analytics > Settings > Custom Metrics.
- Create a new metric named Time to Assignment.
4. Formula for Custom Metric
- Use the following formula to calculate the time difference in hours between ticket creation and assignment:
DATEDIFF_HOURS(Created Date, Assignment Time)
This formula will calculate the time taken from ticket creation to when it’s first assigned to an agent, allowing you to track how long tickets remain unassigned after creation.
Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
+1This seems like what i am looking for!
However i cannot get it to work.
The field for the time doesn't add the timestamp, only the date, dont know if that is the issue for me.
I can create the Metric, but cannot find it later for analytics.
+9- Top Contributor ⭐
I would add an expression to get the current time and then a webhook to update it fully.
+9- Top Contributor ⭐
+1So far so good, i was hoping for it to be more in line with other “time” analytics (hour, minutes, seconds) is that possible? -248 is kinda random number to present.
eg:
+1
4. Formula for Custom Metric
- Use the following formula to calculate the time difference in hours between ticket creation and assignment:
DATEDIFF_HOURS(Created Date, Assignment Time)
This formula will calculate the time taken from ticket creation to when it’s first assigned to an agent, allowing you to track how long tickets remain unassigned after creation.
Is this right?
when i look it up its:
and already in the system, we dont use the custom field we set up earlier?
Im just confused,
+9- Top Contributor ⭐
4. Formula for Custom Metric
- Use the following formula to calculate the time difference in hours between ticket creation and assignment:
DATEDIFF_HOURS(Created Date, Assignment Time)
This formula will calculate the time taken from ticket creation to when it’s first assigned to an agent, allowing you to track how long tickets remain unassigned after creation.
Is this right?
when i look it up its:
and already in the system, we dont use the custom field we set up earlier?
Im just confused,
That’s an attribute not a metic, so yes you are correct, that would get rid of the need for Assignment time.
Where did you find the list of attributes? I asked Freshworks for more information and I got a “It’s not publicly available” which is annoying, as it’s a helpful feature with limited documentation.
Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
+1Analytics Glossary : Freshservice
Not a list as such, but this is the list where i found the “assigned date”
+9- Top Contributor ⭐
Thanks
Attributes is interesting for the future rather than adding specific fields, when it’s just needed for reporting.
Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
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