What's my plan?
Suite Professional, Enterprise, or Enterprise Plus
Support with Explore Professional or Enterprise

This recipe shows you how to combine zero agent replies into the one agent reply bracket when using the Agent replies brackets attribute.

What you'll need

Skill level: Moderate

Time Required: 10 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving agents access to Explore)
  • Ticket data in Zendesk Support

How to create the report in Explore

    1. Open a report that uses the Agent replies brackets attribute, for example, Explore Recipe: Percentage satisfaction score based on agent replies.
    2. In the report builder, click the calculations icon () on the right sidebar and click Standard calculated attribute.
    3. On the Standard calculated attribute page, enter a Name for the attribute (for example LB Agent replies brackets), and then enter the following formula: 
      IF(VALUE(Agent replies)=0)
       THEN "1"
      ELIF (VALUE(Agent replies)=1)
       THEN "1"
      ELIF (VALUE(Agent replies)=2)
       THEN "2"
      ELIF (VALUE(Agent replies)>2 AND VALUE(Agent replies)<=5) 
       THEN "3-5"
      ELIF (VALUE(Agent replies)>5) 
       THEN ">5"
      ELSE "0"
      ENDIF
      Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
    4. Click Save.
    5. In the Columns panel, click Add.
    6. From the list of attributes, choose the custom attribute you created LB Agent replies brackets.

    You will no longer see a bracket for 0 replies because it is merged within the 1 reply bracket:

    Powered by Zendesk