Overview
This metric allows you to report on ticket creation events with more precision than the default # Tickets Created metric. This can be useful for a variety of reports. Two common examples are detailed ticket channel information and finding tickets created by agents.
Conditions
This metric does not accurately count tickets from inbound ticket sharing agreements.
Procedure
Open the metric editor and create this metric:
- SELECT COUNT(Ticket Id, Ticket Text Field Change) WHERE Text Field = Status AND [Text Field] Previous Value = (empty value) AND Ticket Status <> Deleted
Please note: You can't simply copy and paste in the metric editor. You must select the color-coded items from the Elements list on the right:
- Ticket Id, Ticket Text Field Change, Text field, [Text Field] Previous Value, and Ticket Status are all under Attributes
- Status is under Attribute Values > Text Field
- (empty value) is under Attribute Values > [Text Field] Previous Value
- Deleted is under Attribute Values > Ticket Status
When you select "Attribute Values," it will show you the list of attributes again. This is normal. When you select an attribute, it will show you the values for that attribute.
This metric works by finding the update where the Status goes from nothing to something. Since tickets always have a status, this only happens once: when a ticket is first created.
Here are some useful attributes to use with this metric:
- Updater: the person who created the ticket
- Updater Role: the role of the ticket creator; useful for finding tickets created by agents
- Ticket Update Via: the ticket channel; includes more detail than Ticket Via
- Date (Event): when the ticket was created
Comments
11 comments
thanks for pointing all these out..for a newbie at zendesk these all were confusing but think i'm starting to understand everything quite well..actually as an admin of acewriters website am thinking of switching to zendesk customer support platform..am about to start checking your live chat widget
Hey Hanna -
Welcome to the Zendesk Community, and thanks for the feedback! Let us know if there are any additional questions we can answer, and feel free to post those in the Support or Chat communities!
hi,
I cannot see the attribute 'Ticket Text Field Change' only 'Records of Ticket Text Field Changes'
am I missing something?
Z
Hi Zoe! You're in the right spot. A few attribute names changed recently, including Ticket Text Field Change becoming Records of Ticket Text Field Changes. Fortunately, it's still the same attribute, so you can build the recipe as normal.
Sorry about the confusion! We're working on confirming the changes and updating our recipes (there are a lot to go through). Thanks for pointing this one out!
I hope this helps! Happy reporting!
Great thank you Amy.
Do we need to change any older custom metrics where the names may have since changed?
Cheers
Zoe
Hi Zoe! Sorry about the delay!
You don't need to change any of your old metrics. It's still the same attribute with the same connections. It just has a different display name for now.
I hope this helps! Happy reporting!
Hi! And I can't find Records of Ticket Text Field Changes nowadays.
Hi Alex! That is expected now. The "Records of" name was incorrect.
The attribute was originally called Ticket Text Field Change. There was a weird glitch during a template update that changed the name to Records of Ticket Text Field Changes. It took us a little while to figure out where the glitch happened and get it fixed, so it wouldn't keep flipping the attribute names.
Fortunately, the issue is now fixed, and we've reverted the attributes back to their original names. Going forward, you should use Ticket Text Field Change.
I apologize for the confusion! This has been a tricky case.
I hope this helps! Happy reporting!
Hey Amy! Could you please elaborate on what you mean by "This metric does not accurately count tickets from inbound ticket sharing agreements"? What is an inbound ticket sharing agreement?
One more question, after creating this metric, how would you go about filtering a report to hide tickets created by agents?
Hi Patrick - Sorry about the delay!
A ticket sharing agreement is functionality within Zendesk that allows you to share tickets from your Zendesk Support account with other accounts. Those other accounts can also share their tickets with your account. You establish sharing agreements with each other and specify the terms under which sharing can occur and how shared tickets are managed. If you'd like to read more about ticket sharing, we have an article Sharing tickets with other Zendesk Support accounts that's helpful.
Tickets created by inbound ticket sharing are tickets that were originally created in a separate Support account, were shared with your account, and now appear in your account for the first time. Because the creation of these shared tickets in your account is different from the normal flow of a ticket being created, the recipe above doesn't accurately count them.
To filter a report using this metric to hide tickets created by agents, you'll add "Updater Role" as a filter with the logic "isn't Agent".
I hope that helps and let us know if you have any other questions!
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