Insights recipe: Finding how many users submit tickets each month Follow

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12 comments

  • Avatar
    Tom from dapulse

    Hello!

    I want to exclude tickets that have a specific tag from this metric.

    I tried to add "AND Ticket_tag<>"tag" " but no success can you help?

  • Avatar
    Graeme Carmichael

    Tom

    Amy gives instructions here on tag reporting, including details on how to exclude tickets with a specific tag. Hope that helps.

  • Avatar
    Tom from dapulse

    Thanks Graeme,

     

    I have tried using the technics in this article, however, it didn't work.

    To my knowledge the metric above counts "Users" while #tags are on a ticket level. This creates a conflict that doesn't allow me to decrease the amount of tickets tagged with the amount of users that submitted a ticket.

    I believe if I create a metric that counts the amount of users that submitted a ticket with a specific tag I can get it to work but I don't know how to build such metric. Any ideas? 

    SELECT COUNT(User,Ticket ID) WHERE Ticket Tag <> "NPS" didn't work for me.

     

     

  • Avatar
    Graeme Carmichael

    Tom

    Rather than modify the user count metric to look at tags, it is better to create a new, separate metric to flag the tagged tickets. Include that metric in your report filter. This is the method that Amy uses and I would expect that to work here.

  • Avatar
    Nicole - Community Manager

    Thanks for jumping in, Graeme.

    Tom, I see that this is one of your first posts - welcome to the Zendesk Community! I encourage you to head over to the welcome thread in The Lounge to introduce yourself. Happy Zendesking!

  • Avatar
    Tom from dapulse

    Thanks Graeme, it worked.

    Thanks for a fast and effective response.

  • Avatar
    Brendan Farrar-Foley

    I'm trying to count the number of active agents in a time period.  

    Trying: SELECT COUNT(User) WHERE User Active=true AND User Role=Agent

    but not working. Tried a number of varieties including filtering role at the report level and in the metric definition.  

    How can I do this?  Time period will be defined on the report using month/year or similar metrics.  

  • Avatar
    Jessie - Community Manager

    Hi Brendan!

    Let me check with some Insights experts to see what we can figure out for you here. Stand by!

  • Avatar
    Graeme Carmichael

    Brendan

    Try this metric:

    This uses the Ticket Updater rather than user.

    To see this by date, use 'Month/Year (Event)' as the HOW part of the report.

  • Avatar
    Stephen Fusco

    Hey Brendan, 

    Just jumping in to verify, Graeme is spot on! His metric will show you how many active agents you've had within a given time period. 

    If you want a list of those users you can then just add Updater under How or add a drill-in step to that custom metric for Updater. 


    Thanks for providing that Graeme! :) 

  • Avatar
    Emma MacDonald

    Hi! I was able to get this to work monthly, but is there something about the custom metric that causes it to not work for weekly? 

    When I tried to change it to weekly, the # Users by Tickets was the same, but # tickets changed. 

  • Avatar
    Stephen Fusco

    Hey Emma, 

    Thanks for reaching out to us! I see you already have a ticket open on this with topic with Jessica so i'll let her help troubleshoot your specific case. 

    But as a general rule, you should just be able to break this down by week. Jessica should be able to look at your report to figure out why its not working as expected. 

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