Aged tickets

@ian_k please see the attached images on how to create such a widget in Analytics. The reports have a default filter of 90 days applied, so you don’t need to add this filter explicitly.

Thanks but i messed up explaining the requirement. I need tickets OVER 90 days old.

Hi

I’m confused - i can’t see a Metric “Tickets Created” nor metrics for “Time Period” or “Date Dimension”

Help!

edit nvm  :) 

Share screenshots where you are looking. 

Cloned a report to set this up but don’t see those metric options.

Cloned a report to set this up but don’t see those metric options.

Click on the field “Enter and Select” and type in the filter value you need. 

doesnt recognise

i can add date range dimension but not time period

doesnt recognise

 

i can add date range dimension but not time period

 

Is this in a new report ?

The post is for Freshservice not Freshdesk. 

But time you need to use extra filter functions
 

Freshservice, new report. Ideally i wanted to build this into a store card on my dashboard.

I am trying to do the same thing in Freshservice Analytics, but I also get no results when I try to use Ticket Age as a metric. What am I doing wrong?

Hi @ian_k,

I am looping in @rajagopal.baladhandayutham to assit you with Freshservice query. @rajagopal.baladhandayutham could you please assist here. Thanks 

Regards,

Yusuf Ahmed

Hello!

I would expect these to be standard metrics but you can create custom metrics within the analytics module. Navigate to Analytics > Settings > Custom Metrics. 

Here you can create your own metrics, however I am struggling to find the logic / expressions to calculate the ticket age. 

Hello Again, 

just wanted to add that I think “Tickets” is the same as “Tickets Created” - Not sure on the Aged Tickets though. I have tried to create a custom attribute for aged tickets but I’ve not been able to get it to work yet. 

Can anyone at Fresh help with this ? I never heard from Rajagopal.

I am struggling with this also. When i create a new report, the metric ‘Ticket’ does not exist. Are there any articles on how to actually create the metric, and other metrics, at all, please?