Explore recipe: How many tickets has a user submitted?

What's my plan?

This Explore recipe shows you how to report on how many tickets have been submitted by a user or certain users.

What you'll need

Skill level: Easy

Time Required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Adding users to Explore)
• Ticket and customer data in Zendesk Support
  
  

How to create the report in Explore

Use the following steps to create this report in Explore:

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. Notice that COUNT(Tickets)is displayed in the Metrics panel and Explore automatically displays the count of tickets in the main section of the page.
6. Next, add the attribute that will display the number of tickets for each ticket requester (i.e. someone who's opened a ticket). In the Rows section, click Add.
7. From the list of attributes, choose Requester/user > Requester name and Requester/user > Requester email, then click Apply. Explore displays each ticket requester, their email address, and the number of tickets they have opened.
8. Optionally, from the list of attributes, you may want to choose an attribute under Time - ticket created or Time - ticket solved, which will allow you to slice this data by week or month, for example.
9. If you want to display only end user tickets or agent tickets, add a filter to the report. In the Filters section, click Add. From the list of attributes, choose Requester/user > Requester role, then click Apply. Click the filter you just added. Then, from the list of values, choose End-user. If you want to display tickets requested by agents, click Agent.
   You'll end up with a report that looks similar to the following:
   
10. Finally, Save your new report.

Add your report to a dashboard to share it with your customers. For more information, see the article: Sharing Explore dashboards outside of Zendesk.