Insights recipe: Filtering for follow-up tickets

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11 Comments

  • Mindaugas Verkys

    Hi Amy,

     

    And how would you exclude exited agents with current status End-user?

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  • Jessie Schutz
    Zendesk team member

    Hey Mindaugas!

    To clarify, do you want to filter them out, or make sure that they're included?

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  • Mindaugas Verkys

    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. 

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  • Dan Cooper
    Community Moderator

    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. 

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  • Jessie Schutz
    Zendesk team member

    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!

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  • Dan Cooper
    Community Moderator

    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. 

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  • Mindaugas Verkys

    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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  • fellownarrator

    Is there a way to count if a ticket has a follow-up that was opened off of it?  So I have a table listing customer ticket IDs created over a 6 month time span.  How do I add a column that shows me for each ticket if a follow up was opened?

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  • Brett Bowser
    Zendesk Community Team

    Hey fellownarrator,

    I double checked with one of our Insights experts and it looks like this cannot be configured in Insights. 

    Let me know if you have any other questions!

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  • fellownarrator

    Sorry, the question was actually for Explore not Insights...can it be done in Exploire?

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  • Brett Bowser
    Zendesk Community Team

    Hey fellownarrator,

    Thanks for the clarification! I did some digging and it doesn't look like this exists within Explore either :-/

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