Explore recipe: Percentage of tickets created by channel

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10 Comments

  • Laura Weiler
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    I am trying to use this recipe to show the percent of tickets by organization. I am able to get the chart to show correctly. However, I would like to filter down to our top 10 organizations that submit tickets. When I filter down (using the top/ bottom result manipulation), the percentages recalculate to show the percent of total for just those 10 organizations instead of percent of all tickets. Is there a way to maintain the percent as a percent of total tickets?

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  • Shera Esquivel
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    Hi Laura,

    Good day!

    To maintain the percentage of all tickets, hit the 'aggregate filtered results' box in the setup, that should give you a 'bucket' of all the other channels, so the % stay correct, here's an example:


    I hope this helps!


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  • Donald Beckworth
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    This is very helpful. Thank you. I was able to replicate this in a query with multiple groups and multiple statuses. However, only being able to set to rows OR columns limits the sub\grand total aggregation to either\or. So the column grand total percentages all equal 100% and the rows correctly show the broken down percentage, or vice versa.  Is there a way to do this so that the percentage of total for the grand sum row&column both show the percentage of total? 

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  • Shera Esquivel
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    Hi Donald,

    Good day!

    I apologize for the delay, but then the total wouldn't be the total of the results broken down by row or column? You can set the % to be % of the total on the whole result, though.

    Just to confirm, is this what you're after?


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  • Sebastian
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    Is there a way to show a grouped stat?

    For example, I want to know the ticket percentages in certain topics.

    We built a contact form with a topic tree. There are a couple of lvl1 topics and they might or might not have deeper topics. Down to lvl3.

    So I would like stats like this:

    Lvl1 60%
       L2 90%
       L2. 10%
       L2.. 10%
    Lvl1. 32%
       L2 70%
          L3 80%
          L3. 20%
    Lvl1.. 8%

    And so on.

    Is it doable?

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  • Hillary Latham
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    Sebastian, I cannot figure out how to get this in a single query.  You can apply the above logic to a second row and see the breakdown of a next series of values, if that helps.  Here I added a second row (a custom field we have on our forms) and just updated the result path calculation to be on Milestone instead of Ticket Channel.

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  • Sebastian
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    Thank you, I definitely need to get a bit deeper into that topic. I wouldn't know at the moment how to rebuild.

    But mostly diagrams are needed, so that might be a level more complicated.

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  • Sebastian
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    Is it possible to add a custom metric that calculates the percentual change to a previous month.

    For example:
    Metric: Tickets
    Columns: Ticket created month
    Rows: Ticket channel

    Now I can show a table but I also want to show the percentual change to the previous month.

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  • Hillary Latham
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    Hey Sebastian, check out this recipe and see if you can modify for your metric and timeframe: https://support.zendesk.com/hc/en-us/articles/360025293494-Explore-recipe-Week-over-week-SLA-percentage-change

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  • Line Granseth
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    Hi!

    I am looking for a recipe similar to this;

    Week / year

    Percentage of total tickets IS chats (and the % chat-tickets of total)

     

    Any idea?

     

     

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