This recipe allows you to filter a report for follow-up tickets. It can be used to include or exclude those tickets.
Skill level: Intermediate
Time: 15-30 minutes
Conditions
This recipe requires two custom metrics and a numeric range filter.
Procedure
Step 1: Create Ticket Creation Events metric
Use the recipe from this article: Insights recipe: Ticket creation events. Make it a global metric, so you can use it in any report.
Step 2: Create Follow-Up Tickets metric
Open the metric editor and create this metric:
- SELECT IFNULL((SELECT(SELECT Ticket Creation Events WHERE Ticket Update Via=Closed Ticket) BY Ticket Id ALL OTHER WITHOUT PF), 0)
Please note: You can't copy and paste in the metric editor. The color-coded items need to be selected from the Elements pick-list on the right:
- Ticket Creation Events is the metric from Step 1. It will be under Metrics
- Ticket Update Via and Ticket Id are under Attributes
- Closed Ticket is under Attribute Values > Ticket Update Via
- When you select "Attribute Values," it will show you the Attributes list. That's normal. Select "Ticket Update Via" to see all available values, then add "Closed Ticket."
Make this a global metric as well, so you can add it to any report.
The "BY Ticket Id ALL OTHER WITHOUT PF" portion means this metric will only consider Ticket IDs; it will ignore all other report and dashboard filters. (The PF stands for Parent Filter.) The underlying Ticket Creation Events metric is only looking at one specific ticket update. On its own, it may not accurately filter a report on other ticket updates. This "ALL OTHER" portion means the metric always applies to the ticket as a whole. It makes the metric more effective as a filter, but less useful to display under WHAT.
Step 3: Add a Numeric Range Filter
You do not need to display these metrics in the report under WHAT. You just need to create and save them, so they'll be available for a filter.
Create a report based on ticket data, then add a Numeric Range Filter:
- For the Attribute, choose Ticket Id
- For the Metric, choose the Follow-Up Tickets metric from Step 2
- For the Range, you have two options:
- "Is equal to 0" means you will only see tickets that are NOT follow-up tickets
- "Is equal to 1" means you will only see tickets that ARE follow-up tickets
Finding other types of tickets
This recipe is designed to find follow-up tickets specifically. You can easily modify the recipe to find other types of tickets instead.
For example, to find tickets from different channels, pick different values for Ticket Update Via. To find tickets created by agents, add a condition for the Updater Role.
You can get into a lot of detail with the conditions in this metric. As long as the overall metric follows this template, it should behave the same way in filters.
7 Comments
Hi Amy,
And how would you exclude exited agents with current status End-user?
Hey Mindaugas!
To clarify, do you want to filter them out, or make sure that they're included?
Hi Jessie,
I need to filter them out. I have a rule Role isn't Agent, but on the report I have noticed that exited agents are counted as end-users.
Is it possible to show the ticket number for the original ticket that the follow up was for in Insights? I'm looking for a way to cross reference follow up ticket numbers with the original tickets in Insights.
Hey Mindaugas!
Off the top of my head, maybe you could use a user tag to indicate a former agent? Although that would only work for tickets that aren't in Closed status...
I'll check with our Community Moderators and see if they have any ideas!
Hey Mindaugas!
I don't know that it's ideal, but you could add another filter option and hard-code ticket submitters that should be filtered out.
Daniel to filter hundred of agents by submitter it's not the best option, also we going over filter limit which is 200 values.
Jessie, our agents exited agents actually are tagged but they are not requesters, so tags doesn't filter tickets by submitter.
Current our option is an export and excel. :}
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