Creating standard calculated metrics and attributes

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  • Walter

    Hi Lea, did you use those formulas to create calculated attributes or metrics? In my test, I created calculated attributes. When used in the rows, it will show the ticket ID (assuming you are using a table instead of a chart).

  • Lea Møller Baun

    Hello Walter, yes, I used the formulas that you send to make 2 standard calculated attributes. What do you use as metrics? Because I tried to make one with solved tickets, with just tickets etc, but it doesnt seem to be working for me for some odd reason. 

  • Walter

    Hi Lea Møller Baun, I tested these formulas based on the following environment:

    1. Completely new report with no filters (except time) or any other rows or columns.
    2. Using the Support - Tickets dataset

    The formula can be used as both a Calculated Attribute or a Calculated Metric. 

    • When used as a Calculated Attribute, it will show the Ticket ID.
    • When used as a Calculated Metric, use D_COUNT or COUNT.

    Below is a sample from a sandbox.

    Maybe you can try on a blank report first to confirm if the formula works for you.  Then, try to figure out if there is anything in your current report that is having an effect on the result.

  • Lara McCaleb

    I'm trying to create a standard calculated metric that shows me the % of solved tickets by assignee (part of a preexisting set) out of total solved tickets. I'm able to achieve this by using result path manipulation in a single report, however I'd like to be able to show the metrics side by side in the same report: Count Solved | % Solved. Can someone help me in creating this metric? 

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Lara McCaleb,

    To better assist you on this issue, I've created a ticket on your behalf. Please check your email for more information. Have a great day! 


  • Sean Nelson

    I am trying to create a calculated metrics based on custom fields and a separate calculated metric, the formula shows the green check mark when I am generating it, but no value is displayed on the report when I use it. What am I doing wrong? 

    I am trying to track the accuracy rate of work we are tracking in custom fields:
    Tickets Added vs Errors. Report level filters either allow more data than I need (other errors that are not needed in this report) or eliminate data that I do need (total tickets added). 

    I created the calculated metric "Total Ticket Setup Errors" with an IF THEN formula to focus just on the errors that are related to Ticket Setup work, but it appears that I cannot create a new calculated metric using the values from that calculated metric. 

    Any thoughts?

  • Saxon Clay

    Sean Nelson without knowing the guts and nuances of those metrics/fields for your particular organization I'd suggest either trying to use a custom attribute as a report filter instead of the custom calculated metric, or using the 'Result Metric Calculation' field in Result Manipulation which lets you perform arithmetic with existing metrics in the report

  • Sean Nelson

    Thanks Saxon Clay - that is helpful, using Result Metric Calculation - is there a way to adjust the display format? Trying for % but would settle for something other the a whole number, 99% accuracy is displaying as 1.

  • Saxon Clay

    Sean Nelson Yeah you can tweak display formats for your metrics in Chart Configuration > Display Format. Setting the result metric to '%' will probably do what you're looking for, you can also set it to Custom to get a bit more customization like decimal places 

  • Sean Nelson

    Saxon Clay - Bingo! Exactly what I needed, thanks!

  • Anton Christoffersen

    Dane your suggestion for grouping orgnazations worked like a champ.  I am now stuck on how to report on month and year combined in a calculated attribute.

    In this article it says it will sort them alphabetically - is there any way around that?

    • Sort like time attribute: If your calculated attribute represents dates, this option places your date values in the correct order.
      • Note: This option applies only to single attributes. Combining attributes, such as adding a year to the end of a month, will result in sorting alphabetically instead of chronologically.
  • Aaron C - Desk Hero


    I'm having some issues finding a solution for a dashboard:

    I have created a dashboard including two different reports:

    A-tickets created belonging to a selected number of brands

    B-tickets received by a single email.

    I would like to present the A/B ratio and I expected to be able to perform this calculation in the dashboard.

    Is there a way to do this?


    Thank you!

  • Walter

    Hi Aaron C - Desk Hero,

    If A and B are from the same dataset, then you could create a calculated metric in a third report and use the KPI visual. 

  • Graham Raymond

    Not sure if this is the right place for this but I am trying to create a field that is updated automatically dependant on the results in other fields - Essentially inputting Urgency and Impact scores to create a Priority score that is calculated from those other fields. Is this possible within Zendesk and how would I go about creating it?

  • Dane
    Zendesk Engineering
    Hi Graham, 
    We only have conditional fields. It does not have the capability to calculate values of other fields. However, you can leverage the use of triggers to designate such values for those fields.
    For example, you have Urgency and Impact field that will determine the value of Priority. Your trigger can look like this:
    Meet ALL of the following conditions
    Ticket > Urgency is (Whatever value)
    Ticket > Impact is (Whatever value)
    Ticket > Priority is (Whatever Value).
    If you feel this isn’t sufficient feel free to provide feedback in the Community page.
    This is to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
  • Greg Kalfayan

    Apologies for what I am sure is a very basic question, but I am attempting to divide one column in my report by another, and cannot figure out the formula. 

    I want to divide the second column by the first column in the attached images, but values aren't supported in calculated metrics.


  • Julia DiGregorio

    Greg Kalfayan - try using count instead of Value

  • Greg Kalfayan

    Thanks for the quick response Julia DiGregorio. I tried and it's not returning the desired value.

    For example highlighted below, I'd want the report to calculate 13,596/183,862 and return 0.07. Instead it's returning 17.

  • Julia DiGregorio

    Greg Kalfayan - Sorry for the delayed response.   What you want to use is the following: 

    I just tried it and it worked great


  • Debra Velez


    I am trying to add a column to a query to indicate whether an agent is an internal or external resource. This is defined by the assignee's email address.

    The following formula shows an error message when trying to add this attribute:

    IF (CONTAINS([Assignee email]]),""))

    THEN "External"

    ELSE "Internal"


    What can I do to correct this?

  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Debra,

    It looks like you might have an extra closing square bracket after [Assignee Email].

    Let me know if that resolves your issue.



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