In this Explore recipe, you'll learn how to create a query that counts the average number of replies and agent makes for each ticket on a daily basis.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
To create the query
- In Zendesk Explore, click the query () icon.
- In the Queries library, click New Query.
- Select the dataset containing the ticket update data you'll need to build the query.
Select Support: Ticket updates [default]. Query Builder opens.
- Now, create a Standard calculated metric to compute the ratio between public agent replies and tickets commented.
Click Calculations (), and then click Standard calculated metric.
- Copy the formula below and paste it into the metric editor. Add a title for the metric like Average agent replies per ticket per day.
D_COUNT(Agent comments)/D_COUNT(Tickets updated)
- When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, expand Calculated metrics, click the custom metric you created, Average agent replies per ticket per day, then click Apply.
- Ensure the metric aggregator for Average agent replies per ticket per day is set to AVG. For more information, see Choosing metric aggregators.
- In the Rows panel, click Add.
- In the attributes list expand Updater, click Updater name, then click Apply.
- In the same attributes list expand Time - Ticket update, click Update - Date, then click Apply.
- In the Filters panel, click Add.
- In the filters list expand Ticket update, click Comment type, then click Apply. Click on the Comment type filter and include only Public comments.
- In the filters list again expand Updater, click Updater role, then click Apply. Click on the Updater role filter and include only the Admin and Agent roles.
Then the query is complete! Check out the screenshot below as an example.