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 or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the query
- In Zendesk Explore, click the query () icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Ticket updates > Support: Ticket updates, then click New query.
- In the Metrics panel, click Add.
- From the list of metrics, choose Comments > Public comments, then click Apply.
- In the Rows panel, click Add.
From the list of attributes, choose Ticket > Ticket ID, then click Apply. The current query setup will look like this:
- 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).
The query is now finished. See 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 to 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 of attributes, choose Time - Ticket created > Ticket created - Date, then click Apply.
- Click the Ticket created - Date filter you just added.
- On the filter page, click Edit date ranges to specify a date range (yesterday, last week, etc.) to filter on.
- After you select a date range, the result will only return tickets created in the specified date range.