Explore recipe: Percentage of tickets created by channel

In this Explore recipe, you'll learn how to create a report that displays the percentage of tickets that were created by each channel.

What you'll need

Skill level: Easy

Time required: 15 minutes

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

Creating the report

In this section, you'll add the metrics and attributes needed to create the chart.

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets > Tickets, then click Apply.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Ticket > Ticket channel, then click Apply. Explore displays a chart showing the number of tickets received from each channel.
8. To display the percentage of tickets received from each channel, click the Visualization type () menu, then choose Pie. See Chart types for comparing values to total results for more information on using charts to evaluate total results.
   Your report will look something like this:

Next steps

The next steps are optional if you want to display the data in a table format instead of a pie chart.

1. Click Visualization type () > Table. 
2. Drag the Ticket channel attribute from Columns to Rows.
3. Click Calculations (), and then Standard calculated metric.
   We need to create a standard calculated metric that is a duplicate of the Tickets metric.
4. Copy the metric below and paste it into the metric editor.
   

   [Ticket ID]

5. Name the metric # Tickets.
   
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
6. When you are finished, click Save.
7. In the Metrics panel, click Add.
8. From the list of metrics, choose Calculated metrics > # Tickets, then click Apply. Ensure the metric aggregator is set to COUNT.
   
9. From the Result manipulation () menu, click Result path calculation.
10. On the Result manipulation page, change COUNT(Tickets) to the below settings:
    Pattern: % of total
    Path: On specified attribute
    Attribute: Ticket channel
11. From the Result manipulation () page, click Totals.
12. On the Totals page, enable Grand totals on > Rows and Subtotals on > Rows. Click Apply.

The report is complete. See the screenshot below for an example of the finished result.