This Explore recipe shows you an easy way to limit the results returned by a report to give only the data you need. In this case, you'll create a report that returns all tickets that do not have any public comments.
What you'll need
Skill level: Easy
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
- In Explore, click the reports ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Updates history, then clickStart report.
- In the Metrics panel, click Add.
- From the list of metrics, choose Comments > Public comments, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes. choose Ticket > Ticket ID, then click Apply.
- From the result manipulation menu (), click Metric filter.
- On the Metric filter page, drag the circle on the metric line to 0, then click Apply.
For more information, see Selecting the metric result range.
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
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]
Technical Support Architect
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Is there any way to find, what % of customers update the email before we respond?
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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