Explore recipe: Tickets created by agents or end-users

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9 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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  • Bobby Koch

    Hey Brett Bowser

    on my end, it is saying the data set is too large, even though, it literally cant be (looking at yesterdays data, there should only be a handful) and it looks kind of funny. Any advice?

     

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