Explore recipe: Finding how many users submit tickets each month

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  • Philippe Perreault-Gendron

    Hi Philippa!

    Shouldn't you use the D_COUNT (End-users) metric instead of the simple COUNT one?

    What would the difference in result be between the 2?


  • Gentry Geissler
    Zendesk Team Member

    Hi Philippe,

    Thank you for bringing that to our attention! The screenshot should show D_count where it shows Count. Sorry about the confusion, and I'll get a new image uploaded soon.

  • Francesco Mantovani

    My graphic doesn't look the same

    I would like to have columns instead like yours

  • Rob Stack
    Zendesk Documentation Team

    Francesco Mantovani Hi there, if you click the visualization type menu at the top of the right-hand toolbar, you'll find you can select from many chart types including Column. Hope this helps!

  • Chris

    Hi there, 

    I would like to see the number of unique users who send us multiple tickets. Can anyone share a calculation for showing the number of tickets per unique user (in this case via WhatsApp number)? 

    We have some users who have sent us more than 1 ticket and we want to include this in reports? 

    Thanks in advance 

  • Devan - Community Manager
    Zendesk Community Team

    Hello Chris,

    Right now, as the base product stands, this is currently not possible to achieve this as the base product stands. I would recommend posting in our product feedback forums so our developers can consider this for future product updates.

    Best regards. 

  • Jon Braga

    Curious if this is an accurate way to calculate the ratio of tickets submitted by a user. Same formula but add D_COUNT (Tickets), and then divide Tickets by Users. My only concern is month over month the ratio doesn't change much so I'm skeptical this is doing what we need.

  • Adrian M.

    In Insights I was able to get the number of customers (end-users) contacting us for the first time during a month, by using the <month/year (user created)> attribute:

    This is a very important metric for us and I cannot find a way to do it in Explore.

    Is this possible? Thanks !

  • Brett Bowser
    Zendesk Community Team

    Hi Adrian,

    You should be able to find this in the Tickets dataset where you can use Time Requester Created and you can select Requester created year and requester created month.

    Let me know if that doesn't get you the results you're looking for.

  • Adrian M.

    Thanks a lot Brett Bowser :) Spot on solution 

  • Jasen Samford

    Is there a good way to divide number of tickets created each month by the number of monthly end users to find the average number of tickets per end user, per month?

  • Chandra Robrock
    Community Moderator

    Jasen Samford It looks like you could achieve this by building the following query in the Tickets dataset:


    • D_COUNT(Tickets)
    • D_COUNT(End-users) 

    Rows or Columns (depending on what type of visualization you're after):

    • Ticket Created - Year
    • Ticket Created - Month

    From there, you can select Result Manipulation on the right navigation menu and then Result metric calculation to build a new metric based on the two metrics you're querying for. The formula for this calculation would be: D_COUNT(Tickets)/D_COUNT(Requesters)

    Note: If you have any tickets that are submitted by agents that you'd like to exclude, you may need to add a filter for the Requester Role so that you're only counting tickets created by end-users. 

    Hope that helps!



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