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

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10 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 Foley (Regent Solutions)

    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! :) 

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