Explore recipe: Percentage of tickets created by channel

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  • Richard Ly

    Great article and exactly what we were looking for. We were able to use this to show the number and percentage of total tickets in the same table.

    Thanks for the write-up.

  • Jon Durlauf

    How would you adapt this query for a multi-select ticket field?

    I am trying to create a report showing the percentage of tickets that include different topics. The topics are selected via a multi-select ticket field, so a single ticket can have multiple topics.

    Following this recipe, I was able to show the correct counts for each topic. However, the percentages are incorrect. The example below is reporting on 3 total tickets, so the percentages in the table should be 67% and 33%. Any ideas how to correct this?


  • Elaine
    Zendesk Customer Care

    Hi Jon,

    I understand that you want to report on the percentage of tickets that have multiple topics chosen with the use of a multi-select ticket field.

    Due to the way multi-select ticket fields are stored, a ticket with multiple topics/values chosen will always be returned multiple times throughout a query may it be a count of tickets for each topic or based on its percentages. There’s not a way to only count a ticket once across all multi-select values.

    Hope I was able to clear this one out. :)

  • Suhan Li

    Can someone help me to figure out how the percentage of the sub-item's count, e.g., I count tickets for each agent's response time and separated it as =< 3 days and > 3 days. I got the number of tickets out. Now I want to know what is the percentage for =< 3 days. But I have trouble with this. I know the formula should be count(=< 3 days)/count(Tickets). I tried all ways without any results.


  • Dave Dyson
    Hi Suhan! It sounds like you've built a custom metric, so I'd think that the recipe in the above article should work -- you'd just select your custom metric in Step 5. Have you tried that?
  • Pasquale Castronuovo

    I followed all the instructions:

    1. On the Result manipulation page, change COUNT(Tickets) to the below settings:
      Pattern: % of total
      Path: On specified attribute
      Attribute: Ticket channel

    and the report works fine!

    But drill in does not work, it shows me the percentage always on 100%:

  • Viktor Osetrov
    Hello Pasquale,
    Thanks for your question. Unfortunately, couldn't replicate your issue. 
    Could you please check the "Drill in" attributes? 

    Hope it helps
  • Pasquale Castronuovo

    Hi Viktor, 
    thank you for answering. Here are the settings of my drill in: 

    It doesn't work only if the dashboard is published. On Edit it works correctly. 


  • Viktor Osetrov
    Hello Pasquale,

    Thanks for your reply. From the previous reply, I see your issue related to Update handling time (min)
    It is calculated metrics from the Time Tracking app. 

    This metric works with the following datasets > Support - Updates history. And the current recipe is for Support - Tickets. It can be the reason why the drill-in does not work as expected. 

    Hopefully, it clarifies. 

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