This recipe helps you to create a report that filters on follow-up tickets. It can be used to include or exclude those tickets.
This article contains the following topics:
What you'll need
Skill level: Intermediate
Time required: 15 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 Apply.
-
In the Calculations menu (
), click Standard calculated metric.
-
On the Standard calculated metric page, enter a name for the metric like Follow-up Tickets, then enter or paste the following formula:
IF [Update channel]="Closed Ticket" THEN [Ticket ID] ENDIF
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Follow-up Tickets, choose COUNT as the aggregator, 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 match the following:
-
In the result manipulation (
), menu. click Metric Filter.
-
On the Metric filter page, set both the minimum and maximum values as 1 to include follow-up tickets.
You could also set both the minimum and maximum values as 0 to exclude any follow-up tickets from the result.
The query is complete. 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 and only return tickets created within a specific date range. See below for an example of how to setup a date filter within 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, click Edit date ranges, then specify a date range (yesterday, last week, etc.) to filter on.
- When you are finished. click Apply.
- The query will return only tickets created within the date range you configured.
7 Comments
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.
I tried doing this and got the following error:
looks like "Update channel" doesn't exist as an attribute.
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!
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.
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.
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?
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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