Explore recipe: Tickets created by agents or end-users

In this Explore recipe, you'll learn how to create a query that shows the number of tickets being created by agents and end-users.

What you'll need

Skill level: Moderate

Time Required: 20 minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the query

To create the query

1. In Zendesk Explore, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Ticket updates > Support: Ticket Updates, then click New query. Query builder opens.
   
4. Now, create Standard calculated metrics to count the number of agent created tickets and the number of end-user created tickets. Click Calculations (), then click Standard calculated metric.
5. Copy the formulas below and paste each into the metric editor. Add a title for each metric like Tickets created by agents and Tickets created by end-users. The completed metrics will look like the screenshots below. Ensure you click Save each time you create a metric.

   IF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL) 
   AND ([Updater role] = "Admin" OR [Updater role] = "Agent"))
   THEN [Update ID] ENDIF

    IF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL) AND
    ([Updater role] = "End-user")) THEN [Update ID] ENDIF

   
   
6. In the Metrics panel, click Add.
7. From the list of metrics, expand Calculated metrics, click the custom metrics you created, Tickets created by agents and Tickets created by end-users, then click Apply.
8. Ensure the metric aggregators for your custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
9. In the Columns panel, click Add.
10. From the list of attributes, choose Time - Ticket created > Ticket created - Month, then click Apply.
11. Click the Ticket created - Month attribute and set the date range to This year. See Editing dates and date ranges for help setting a different date range.
    
    
12. Click Visualization type (), then select Column.
13. Click Chart configuration (), then click Chart. 
14. On the Chart page, enable Stacked and Stacked: Percentage. Ensure that no other settings are ticked.
    
15. Click Chart configuration (), then click Displayed values.
16. On the Displayed values page, change Show value to Show. Change Position to Outside.
    

The query is now complete. See the screenshot below as an example.