This Explore report provides a quick way to see the number of tickets in your account broken down by the value set for a custom ticket field. It uses one metric and an attribute.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
Use the following steps to create this report in Explore.
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, you need to add a metric. A metric is the thing you want to measure, in this case, the number of tickets. In the Metrics section, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply. Notice that COUNT(Tickets) is displayed in the Metrics panel and Explore automatically displays the count of tickets in the main section of the page.
- Next, add the attribute that will break down the number of tickets by the custom ticket field. In the Rows section, click Add.
- From the list of attributes, choose Ticket custom fields > [ticket field name], then click Apply.
-
By default, Explore chose a column chart to best display the data. To change this, click the Visualization type (
) icon.
- The report was by default named New report. Click the New report text and replace it with a title of your own.
- Finally, click Save.
8 Comments
This is exactly what I am looking to do except... my chart is displaying the tag instead of the ticket field name in the chart. How do I get it to display the name instead of the tag?
Previously, Explore displayed custom field values as a tag instead of the actual value. If you have query filters, calculated metrics, or calculated attributes that reference the tag values, update these with the new custom field value to ensure they continue to work correctly.
Use the tips in the table from the article below to understand how custom fields work in Explore and how you can get the best from them:
https://support.zendesk.com/hc/en-us/articles/4408824384538-Reporting-with-custom-fields#topic_fpf_h1x_23b
Hope this helps :)
If for example I added a Custom Ticket Field like Customer Behavior with the following options: High Intent, Inquiring, Unresponsive
How do I create a chart that puts the numerical values for each kind of response side by side.
And if I want to have it shown on a per week basis or a per month basis, how do I set it up?
Hopefully someone can assist me with this in the soonest. Thanks.
Try adding your Customer Behavior as the attribute in Step 7 above. Then, to see how those change month over month, try adding Ticket Created - Month into Columns.
In this custom field we have links. In some cases some of our tickets will contain the same link because it is tied to the same field. How would I exclude the counts where this is a duplicate link as I only want to get the actual number of links, not the tickets containing the links
The main point of this report is to count the number of tickets that contains a custom field. However, you can easily find the number of values by checking the row counts of your query.
Thank you Dane, I was looking to have the number appear as just a number, but did find a work around for it.
Wow great! Would you mind sharing the workaround you found?
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