Explore recipe: Percentage of tickets created by channel

In this Explore recipe, you'll learn how to create an Explore query to report the percentage of tickets that were created by each channel. You can display the total values in a table format.

What you'll need

Skill level: Easy

Time required: 15 minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Giving agents access to Explore)

Creating the query

In this section, you'll add the metrics and attributes needed to create the chart.

To create the query

1. Open a new query using the Zendesk Tickets dataset. For help, see Creating queries.
2. In the Metrics panel, click Add.
3. In the metric list, expand Tickets, click Tickets, and then click Apply.
4. In the Columns panel, click Add. Expand the Ticket menu, then click Ticket channel.
5. To display the percentage values of the channels tickets were received at, click Visualization type ( ) and select Pie. You can also check out Chart types for comparing values to total results for more information on using charts to evaluate total results.
   Your report will look something like the below:

Next steps

The next steps are optional and should be used if you want to display the data in a table format instead of a pie chart.

1. Click Visualization type () > Table. 
2. Drag the Ticket channel attribute from Columns to Rows.
3. Click Calculations (), and then Standard calculated metric.
   We need to create a standard calculated metric that is a duplicate of the Tickets metric.
4. Copy the metric below and paste it into the metric editor.
   
   [Ticket ID]
   
   
5. Call it something like # Tickets so it is easy to remember which one is the custom metric.
   
6. When you are finished, click Save.
7. In the Metrics panel, click Calculated metrics > # Tickets > Apply to add the custom metric into the query.
   Ensure the metric aggregator is set to COUNT.
   
8. Click Result manipulation () > Result path calculation and change COUNT(Tickets) to the below:
   
   Pattern: % of total
   Path: On specified attribute
   Attribute: Ticket channel
   
   
9. Click Result manipulation () > Totals.
   Under Grand totals on check Rows. Under Subtotals on check Rows. Click Apply.

And you're done! Check out the screenshot below as an example of the finished result.