Explore recipe: Reporting on solved zero-touch tickets

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  • 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!

  • Gabriel
    Zendesk Customer Care
    Hello Shelley,
    I hope all is well! The best way for you to read this would be by adding an action that "adds a Tag" o tickets that have been Solved by the trigger. Sor example: solved_trigger.
    Once you have this workflow in place, then you can use this Tag to filter tickets that have this action upon being Solved. Other tickets without this Tag will be the ones Solved by your agents. For more information, please check the article: "Reporting with tags" - https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags
    I hope this helps!
  • 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.

  • Dainne Lucena
    Zendesk Customer Care

    Hi Syafiq Abd Rahman,


    The best option would be creating a report using the dataset "Support: Updates History" & using the attribute "Updater" from there, you can exclude the agent/admin/end-user role & would be left with the system updates.




  • Ray Van Voorhis

    Amazing!! Thank you Gab.

  • shelley

    Is there a way to split tickets into two parts

    1. Resolved by Agent

    2. Tickets resolved automaticlaly by triggers?

    We receive a lot of support tickets that are automatically closed by triggers, so no agent touched the ticket. How can we identify those tickets opposed to tickets that were closed by agents with no replies?

  • Syafiq Abd Rahman

    Are we able to pull out all solved tickets solved by the system?


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