Explore recipe: Tickets created by agents or end-users

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8 Comments

  • Russell Roth-Peltz

    I receive this error message for both Tickets created by Agents and Tickets created by End-Users when using the calculated metrics described above. I have tried with both SUM and COUNT. Is there a new attribute for this value?

     

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  • Brendon Wilder

    Same here.

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  • Brendon Wilder

    Upon tinkering with the calculations, it looks like all of the fields in the provided calculations are no longer exist. Assuming [Requester role] would sub for [Updater role] and [Ticket ID] would sub for [Update ID], it's unclear what should now be subbed for [Changes - Field name] and [Changes - Previous value].

     
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  • Brendon Wilder

    Ha! Need to use the Zendesk: Ticket Updates dataset, not the Zendesk: Ticket dataset. The way step 3 wraps around, it's easy to miss that last word.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this with us Brendon :)

    Glad you were able to get the above recipe working!

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  • Russell Roth-Peltz

    All set! Thanks Brendon!

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  • Alessia di Pietro

    I created this query as described and using the Zendesk: Ticket Updates dataset but the results are not correct.

    To double check, I used the Decompose function and the tickets created by agents are tickets created by end-users; moreover, I found also inbound phone calls tickets in the decompose (which is not supposed to happen as I am using the Talk dataset).

     

    I have the need to have a clear overview (month over month/year over year) of how many tickets are created by agents/admins and not their replies to end-users.

    Is there a way to find these data?

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  • Brett Bowser
    Zendesk Community Team

    Hey Alessia,

    It looks like you haven't received a response on this post yet. Are you still running into issues getting the above report working properly for you? If so, I'll need to create a ticket on your behalf so our Customer Care team can look at the query you've created.

    Let me know!

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