Explore recipe: Finding how many users submit tickets each month

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5 Comments

  • adrian.mitrea

    In Insights I was able to get the number of customers (end-users) contacting us for the first time during a month, by using the <month/year (user created)> attribute:

    This is a very important metric for us and I cannot find a way to do it in Explore.

    Is this possible? Thanks !

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  • Brett Bowser
    Zendesk Community Manager

    Hi Adrian,

    You should be able to find this in the Tickets dataset where you can use Time Requester Created and you can select Requester created year and requester created month.

    Let me know if that doesn't get you the results you're looking for.

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  • adrian.mitrea

    Thanks a lot @... :) Spot on solution 

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  • Jasen Samford

    Is there a good way to divide number of tickets created each month by the number of monthly end users to find the average number of tickets per end user, per month?

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  • Chandra Robrock
    Community Moderator

    @... It looks like you could achieve this by building the following query in the Tickets dataset:

    Metrics:

    • D_COUNT(Tickets)
    • D_COUNT(End-users) 

    Rows or Columns (depending on what type of visualization you're after):

    • Ticket Created - Year
    • Ticket Created - Month

    From there, you can select Result Manipulation on the right navigation menu and then Result metric calculation to build a new metric based on the two metrics you're querying for. The formula for this calculation would be: D_COUNT(Tickets)/D_COUNT(Requesters)

    Note: If you have any tickets that are submitted by agents that you'd like to exclude, you may need to add a filter for the Requester Role so that you're only counting tickets created by end-users. 

    Hope that helps!

     

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