Explore Recipe: Creating an agent leaderboard for solved tickets

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  • Kris Parker

    I've created this leaderboard, however when I created a second metric to track it's not working correctly. As far as that goes, it's not reading my other field correctly at all...

    Any idea why it's returning incorrect for this Puzzle Point field? It doesn't matter if I use the Sum or Count. See the screenshots for clarity.


  • Brett Bowser
    Zendesk Community Team

    Hey Kris,

    I'm going to bring this into a ticket so our Customer Advocacy team can take a look at these reports with you.

    You'll receive an email shortly stating your ticket has been created.


  • Liz

    Is there any kind of time delay with this report? When I look at "recently solved" bucket, it doesn't match up to what the table shows. 

  • Rob Stack
    Zendesk Documentation Team

    Hi Liz, the only delay should be that Explore Professional updates its datasets once every hour meaning that within an hour the numbers should be up to date. If you're experiencing something different, let me know and we'll open up a ticket on your behalf.

  • Gabi P

    how can I make one query to have a total of tickets solved and internal comments by each agent per day?
    I use D_count or Count? Can I have one example how can I do that?
    Tks ;) 

  • Katie Dougherty
    Zendesk Community Team

    Hi Gabi P,

    There is an "internal comments" metric you can use to track the number of internal comments on a ticket by an agent.  For more information on available metrics, please visit the Metrics and attributes for Zendesk Support article (Ticket updates section). 

    Steps include: 

    1. Select the Support > Ticket Updates dataset 
    2. Add the metric Internal Comments (generally, we recommend using the default count option, but you can read more about the difference here: What is the difference between D_Count and Count?
    3. Add the metric Tickets Solved
    4. Add the Assignee Name to the rows of your report 
    5. Add a time filter for the date range you prefer

    Please let me know if this answers your question! 

  • Ric Clements


    i have created a simlar but can't find a away to sort by agent alphabetically? Please can you help?



  • Devan - Community Manager
    Zendesk Community Team

    Hello Ric Clements,

    All you would need to do is remove the changes instructed above since the default would sort agents alphabetically. :D

    Best regards. 

  • Lesley Heizman

    I've setup this query and it works great-now I'd like to share it with other agents via the dashboard. What I am debating is when I add it to the dashboard I'd like to give them the option to filter by the solved date so they can see what tickets were solved by agent in the past month, two months/etc. and give them options. Should i remove the initial solved by date from the query and then add the filter by date in the dashboard? What is the best way to do this? 

  • Brett Bowser
    Zendesk Community Team

    Hey Lesley,

    If I'm understanding you correctly, then yes you can remove Solved by filter from the individual query and just add that filter directly to the dashboard. That way the agents can apply the filter themselves when viewing this dashboard you've shared.

    Let me know if you have any other questions!

  • zach.prasser

    Does this recipe take into account tickets Solved by the agent, only? Or does this include tickets that other agents solved for them, while the ticket was still assigned to the agent? 

  • John Espina

    Hi Zach,

    To answer your question, as long as the ticket has been solved it will be counted as an attitude following this recipe. So it doesn't matter who solved that tickets either the Assignee or the other agents.

    John Espina | Customer Advocate

  • Chris Bryant

    I am trying to find a way to report on the tickets that the Agent marked as Solved only.  When I look at solves this includes all tickets that were replied to in a Pending state and autoresolved.  I don't want to see tickets that the customers didn't respond to and have those counting as "solves" for the purpose of my QA and reporting.  Thanks!

  • Clifford

    Hello Chris,

    Thanks for reaching out!

    You may use One-touch Tickets as one-touch resolution calculation counts any solved or closed tickets with less than two agent replies.

    However, if the customer reaches back saying ‘thank you’ for example, and the agent solves the ticket without making another reply, the ticket will still count as a one-touch resolution. If these would suffice with you, they can still be counted as one-touch tickets.

    Kindly check this article as well to know more about it: How are one-touch resolutions calculated?

    I hope this helps. Let us know if you need anything else. :)

    Clifford James Lacson |Customer Advocate|

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

  • Elspeth

    Hello Zendesk, 

    We are a retail company with customer service that handles both inbound calls and tickets (emails). The process I have with the team is if they received an inbound call with an existing SOLVED ticket, the first thing they have to do is that verify if the ticket was solved correctly (by another agent) ie. all of the customer's concerns were addressed and resolved. If yes, then, the current user will have to reopen the ticket and take ownership and action whatever the request or concern is. If not, the current user will have to reopen the ticket, add an internal note, and assign the ticket back to the previous assignee who did not properly solve the ticket. 

    Now, my question is: 

    If the current user took over the ticket assigned it to him/herself and thensolved it the second time, will it affect the previous assignee's Solved Ticket metric? 

    I'm asking this because I measure the team's productivity by the number of their solved tickets. 

    Hope to hear from you soon.  

  • Clifford

    Hello Elspeth,

    If a customer re-opens the ticket with an additional question and the agent responds and solves the ticket again, it will no longer count as a one-touch resolution.

    You will have to use the Explore recipe: Reporting on created and solved tickets and customize it to remove the tickets that went pending until it got solved. Please note that you will have to work with your dev team as custom reports are out of our scope here in the Advocacy team.

    I hope this helps. Let me know if you need anything else.

    Clifford James Lacson |Customer Advocate|

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com


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