This recipe helps you to create a report that uses a custom metric to display only internal tickets, i.e. tickets without any public comments.
This article contains the following topics:
What you'll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
Creating the query
- In Zendesk Explore, click the query () icon.
- In the Queries library, click New Query.
- Select the Support: Ticket updates [default] dataset.
- In the Metrics panel, click Add.
- From the list of metrics, expand Comments, select Public comments, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, expand Ticket, select Ticket ID, then click Apply. The current query setup will match the following:
- Click Result manipulation (), then click Metric Filter.
- Set the both the minimum and maximum values to 0 as shown in the image below. This will filter out any tickets with public comments (non-internal tickets).
And you’re done! Check out the screenshot below as an example of the finished result with a list of internal tickets (tickets without any public comments).
Enhancing your report
You can also filter on the Ticket Creation Date and only return tickets created within a specific date range. Read on for an example of how to setup a date filter in the query.
- In the Filters panel, click Add.
- From the list, expand Time - Ticket created, select Ticket created - Date, then click Apply.
- Click Ticket created - Date, select Edit date ranges, and specify a date range (yesterday, last week, etc.) to filter on.
- After you select a date range, the result will reflect accordingly and only return tickets created from the specified date range.