Analytics is proving to be a really cool tool for visualizing our ticket data, but we’re still finding that we have to export the data into another platform to get calculations.
It would be great if Analytics could perform mathematical functions on custom fields — specifically number and decimal value fields. For example:
Say you have a custom field where users are reporting inventory discrepancies while counting merchandising using a Service Request item
| Ticket ID | Quantity | Cost |
|---|---|---|
| SR-12345 | 3 | 5.00 |
| SR-12346 | 1 | 17.00 |
| SR-12347 | 17 | 4.00 |
It would be insightful to have metrics like:
- The total Quantity was 21
- The average Cost is 8.66
- (Using filters) The total Quantity in the past 30 days was 3
- (Using filters) The highest Cost in the past 90 days was 17
Heck — even something like introducing the Expressions feature from the Workflow Automator would be a game changer.
