Insights recipe: Ticket creation events

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12 Comments

  • Hanna Spence
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    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

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  • Nicole - Community Manager
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    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!

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  • Zoe Rowley
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    hi,
    I cannot see the attribute 'Ticket Text Field Change' only 'Records of Ticket Text Field Changes'

    am I missing something?

     

    Z

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  • Amy Dee
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    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!

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  • Zoe Rowley
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    Great thank you Amy.

    Do we need to change any older custom metrics where the names may have since changed?

    Cheers

    Zoe

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  • Amy Dee
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    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!

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  • Alex Hudenko
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    Hi! And I can't find  Records of Ticket Text Field Changes nowadays. 

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  • Amy Dee
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    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!

     

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  • Patrick Harland-Lee
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    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?

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  • Patrick Harland-Lee
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    One more question, after creating this metric, how would you go about filtering a report to hide tickets created by agents?

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  • Nicole Korp
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    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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  • Chloe VANIET
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    Hi, 

    How can this recipe be done on Explore? 

    Thx

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