Calculation types reference

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10 Comments

  • Kevin Silberblatt

    If I have a custom organization field, say "NPS", can I create a calculated metric to pull the Ticket tags by "NPS"?

    I don't see how to bucket tickets by organization values (specifically numerical numbers). 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Kevin Silberblatt,

    I would recommend signing for our Tag reporting enhancements Explore EAP. With this EAP, you can now report on tickets, articles, calls, or anything that uses tags based on the presence or absence of specific tags. We’re enabling this by introducing a new analytics function, INCLUDES, which you can use in your calculated metrics and attributes. See below for some examples of how you can use the new function.

    EAP Sign up

    Best regards. 

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  • Devan - Community Manager
    Zendesk Community Team

    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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  • James Phipps

    Rob what would be the calculation or place to create this formula?

    I have new ticket created for today and now would like to add this "To Yesterday" up down percentage...

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  • Rob Stack
    Zendesk Documentation Team

    Hi James Phipps I'm investigating this one and will get back with an answer as soon as I can :-)

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  • Rob Stack
    Zendesk Documentation Team

    Hi James Phipps, apologies for the delay replying. I looked into this and figured that it would make a great Explore recipe so I put that together earlier. You can see it at https://support.zendesk.com/hc/en-us/articles/360045971794
    It's not 100% what you asked for, but you might be able to add extra text as a label if you add this query to a dashboard. I hope this helps and thanks for asking the question :-)

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  • Kristal Offutt

    Hello, 

     

    I'm stuck. I'm trying to see the count of tickets by category each quarter in a line graph stacked. So you can clearly see a decline or increase from one quarter to the next based on category. Any help is appreciated. 

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  • Brandon Tidd
    Community Moderator

    Hi Kristal Offutt - 

    Let's see if we can get you unstuck!  I believe what you'll want to do create a query from the support data set, wherein your metric will be Count(Tickets), your columns will be Ticket Created - Quarter (add a second condition or a filter for ticket created year to prevent data from previous years skewing your data), and for your row you'd want whatever field your categories live in.  From there, you'll want to choose the chart type column and check the box for 'stacked' under the chart submenu of the chart configuration (paint brush).

    The result should look something like this:

    Let me know if this gets you where you need to go!

    Brandon

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  • Kristal Offutt

    HI Brandon Tidd Sort of. We had this type of graph in Insights and for the life of me I can't get this sort of view. Even better yet would be seeing not just volume but the % based on total ticket count for that quarter. 

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  • Brandon Tidd
    Community Moderator

    You should be able to change the chart type to line and produce something similar:

    Regarding the volume %, this article has more information on comparison metrics.

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