Explore recipe: Reporting on tickets without a public reply

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  • Jenyao Oyoung

    Hi, if I would like to create a metric on Explore to count only tickets with total comments = 2 and agent comment = 1, how can I do this? thanks

  • Chris H

    Hello JYO,

    This can be accomplished with custom metric. This metric needs to be created in the tickets updates dataset and you would just need your two conditions separated by AND as seen below, let me know how this goes!

    If (COUNT(Agent comments) = 1 And COUNT(Comments) = 2)
    Then [Update ID]

    Chris H
    Technical Support Architect

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  • Tejas

    Is there any way to find, what % of customers update the email before we respond?


  • Ahn Letran
    Zendesk Customer Care

    Hello, Tejas,

    Currently, there aren't any available metrics/attributes that would pull up % of customers who update their emails before publicly replying. I understand this is not the answer you were hoping for, but you can up-vote this post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.


    Ahn L. | Customer Support Advocate


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