Explore recipe: Reporting on solved zero-touch tickets

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  • Ray Van Voorhis

    Thanks for this excellent guide. I'm curious if, as configured, this calculated metric includes chats. For the new integrated chat experience I believe when a chat is concluded the entire conversation is saved as a private comment. I built out the query as described and added Assignee Name as a column and Ticket Channel as a row and it appears that almost every chat is included in this 'zero touch' formula. 

    Is there a way to not include chats in a zero touch formula?

    Thank you kindly.

  • Gab Guinto
    Zendesk Customer Care

    Hi Ray,

    You can add a filter to the query to exclude tickets that came from the Chat channel. Or, if you want this to be a metric-level filter, then you may add this condition – [Ticket channel]!="Chat" – to the custom metric formula:
    IF (VALUE(Agent replies) <1 
    AND [Ticket channel]!="Chat"
    AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed"))
    THEN [Ticket ID] ENDIF

    This should exclude tickets from chats that didn't have follow-up conversations thru an email ticket.

    Hope this helps. Thanks Ray!

  • Ray Van Voorhis

    Amazing!! Thank you Gab.


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