Explore recipe: Filtering for follow-up tickets

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11 Comments

  • Megan Romero

    This is great and very useful. But how would you use this to create a query that show the # of follow-up tickets over time? I don't need the Ticket Id, but just the total follow-up tickets created by day/week/month, etc. 

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  • Naomi Watnick

    I tried doing this and got the following error:

    looks like "Update channel" doesn't exist as an attribute.  

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  • Rob Stack
    Zendesk Documentation Team

    Hi Naomi Watnick thanks for this feedback. I was able to make this work. Could you check you are using the Support: Tickets updates dataset in the query.

    That might fix your problem. If it doesn't, please let us know and we'll open a ticket to get to the bottom of this. Thanks!

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  • Naomi Watnick

    Ah thanks Rob Stack!  That was it!... though now that I have my query in place in the other dataset, I'd love an easy way to see it there.  

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  • Rob Stack
    Zendesk Documentation Team

    Naomi Watnick So glad that fixed it. It is possible to copy the metric from the old dataset to the new one using the Duplicate command (see picture) but in this case it's a small formula with no special settings and probably just as easy to recreate.

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  • Olivia Bonaccorso

    For follow up, is there a way to get that as a % (insights had it) of all tickets marked as follow-up vs total solves for the time period/day?

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  • Chris Bulin
    Community Moderator

    Hi Olivia Bonaccorso you can do this by using the Result Metric Calculations. You would just use COUNT(Followup Tickets)/COUNT(Tickets). Make sure you set the Display Value to Percent and you should be all set.

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  • Bora

    How can we filter "Follow Up Tickets" from reporting in Explore?

    We were previously doing this in Insights by creating the following metric:  

    And then Filtering Follow Up Tickets from our Insights reporting as such: 

     

    How can we reproduce this metric for filtering follow up tickets from Explore reporting in the same way?

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  • Andrei Kamarouski
    Community Moderator

    Hi Bora

    There is a special recipe and you can start from there https://support.zendesk.com/hc/en-us/articles/360034980553-Explore-recipe-Filtering-for-follow-up-tickets

    Andrei Kamarouski | Pythia AI CEO

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  • Bora

    Not sure if you meant to link me to this very page, Andrei. But despite following these instructions I'm still unable to create a Follow Up Ticket metric I can use to filter Follow Up Tickets from my Reports in Explore. 

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  • Mark Leci

    Bora to filter follow up tickets in or out of a report you can create a standard calculated attribute with a formula like this. Then filter the report on that attribute. If you filter for only the value 0 you're excluding all tickets that are a followup

    IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL)
    AND [Update channel]="Closed Ticket"
    THEN 1
    ENDIF

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