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Creating standard calculated metrics and attributes



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jun 21, 2024


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58 comments

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).

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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. 

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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.

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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? 

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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! 

 

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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?

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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

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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.

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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 

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

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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.

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Hi!

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!

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Hi Bruce Willis,

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. 

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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?

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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)
 
Actions
 
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.
 

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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.

 

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Greg Kalfayan - try using count instead of Value

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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.

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

https://support.zendesk.com/hc/en-us/articles/4408831485466-Using-result-metric-calculations 

I just tried it and it worked great

 

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Hi,

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]]),"@example.com"))

THEN "External"

ELSE "Internal"

ENDIF

What can I do to correct this?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Debra,

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

Let me know if that resolves your issue.

Brandon

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Hi,

I am trying to obtain percentage of requester who have requested a ticket with "birdie" tag versus total requesters. Any idea?

Thanks

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Gab

Zendesk Customer Care

Hi Francisca, 
 
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 tags, then click Apply.
  8. To display the percentage of tickets received from each tag, 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.
 
I hope this helps. 

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is there a way to calculate how long it took to solve the ticket after it got created, we have created a custom attribute to calculate the days, but we want to exclude the Saturday and Sunday from the calculated days can someone help me on the below formula

DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"nb_of_days"). please anyone help me on this 

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Tony

Zendesk Customer Care

Hi there!
As it is now, the DATE_DIFF doesn't exclude days so it is not possible to use it with business hours or by excluding days.
 
Here is an article where you can find all the functions: Explore functions reference. I hope this helps.
 
Best,
 
Best,

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Hi Tony thank you for the reply can you please help us creating a formula for calculating how many business days it took to solve the ticket after it got created 

 we are new to creating custom attributes and metrics because of that we are stuck in this case can you please help us

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Tony

Zendesk Customer Care

Hi Vaihbav,
I'm sorry but for custom formulas I suggest you to get in touch with our professional service or to check other posts where you might find more hints on how to achieve that!
 
Best,

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Hi there, 

 

Would some be able please to help to put an attribute together which would return me requester first comment in a table in Explore. 

There is a placeholder in Zendesk for it ticket.description however, there isn't an attribute or metric for it in Explore. We need that attribute(or metric)

 

Thanks a lot! 

 

 


 

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