Explore recipe: Reporting on tickets without a public reply

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  • Kamolchanok Jittrepit

    I selected Metric Filter (set at 0) but why some fields that public comment is not equal to 0 ? 

  • Brandon Tidd
    Community Moderator

    Hi Kamolchanok Jittrepit

    Sorry you're having trouble.  Try this to resolve your issue:

    - Slide the blue dot back up (eliminating the filter) and click apply.
    - Move the blue dot back down to 0 and click apply again.

    Your other settings appear to be correct.

    Let me know if that works?


  • Jaap Meijer

    I probably did something wrong, but I don't get any results. When I started with add Metrics, it showed 363077 in large characters. As soon as I added rows, it became blank...

  • Kay Heunen
    Community Moderator

    Is there a warning message showing in the bottom of the screen?

    The reason I am asking is. The result form the screenshot is currently set-up to show the sum of all the public comments per ticket ID, as there aren't any filters applied

    And could very well be larger than 50k rows (which is a known limit in the UI).

  • Chris Bulin
    Community Moderator

    Hi Jaap Meijer! Thank you for providing the screenshot. Is the attribute you are using one supplied by Zendesk or is it a calculated attribute?

    Usually when I see this happen with a Zendesk supplied attribute it's because the set is too large for it to compute. Can you try filtering it to the past week and see if it still gives you zero results?

  • Jaap Meijer

    Kay Heunen No, there is no warning at all, but you and @chris bulin are right. In the dashboard I now get a report and the last number is little higher than 50K. 

    The name of this article though is about tickets without public comment. So that should be the filtering. I will manage. Anyway, when starting to filter month/year, data appears. Thank you for your help

  • JYO

    Hi, if I would like to create a metric on Explore to count only tickets with total comments = 2 and agent comment = 1, how can I do this? thanks

  • Chris H
    Zendesk Team Member

    Hello JYO,

    This can be accomplished with custom metric. This metric needs to be created in the tickets updates dataset and you would just need your two conditions separated by AND as seen below, let me know how this goes!

    If (COUNT(Agent comments) = 1 And COUNT(Comments) = 2)
    Then [Update ID]

    Chris H
    Technical Support Architect

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

  • Tejas Patil

    Is there any way to find, what % of customers update the email before we respond?


  • Ahn Letran
    Zendesk Customer Advocate

    Hello, Tejas,

    Currently, there aren't any available metrics/attributes that would pull up % of customers who update their emails before publicly replying. I understand this is not the answer you were hoping for, but you can up-vote this post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.


    Ahn L. | Customer Support Advocate


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