This recipe helps you to create a report that filters on follow-up tickets. It can be used to include or exclude those tickets.
This article contains the following topics:
What you'll need
Skill level: Intermediate
Time required: 15 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
- In Zendesk Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Updates history, then click Start report.
- In the Calculations menu (
), click Standard calculated metric.
- On the Standard calculated metric page, enter a name for the metric like Follow-up Tickets, then enter or paste the following formula:
IF [Update channel]="Closed Ticket" THEN [Ticket ID] ENDIF
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Follow-up Tickets, choose COUNT as the aggregator, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket > Ticket ID, then click Apply.
- The current report setup will match the following:
- In the result manipulation (
), menu. click Metric Filter.
- On the Metric filter page, set both the minimum and maximum values as 1 to include follow-up tickets.
You could also set both the minimum and maximum values as 0 to exclude any follow-up tickets from the result.
The report is complete. See the screenshot below as an example of the finished result with a list of internal tickets (tickets without any public comments).
Enhancing your report
You can also filter on the Ticket Creation Date and only return tickets created within a specific date range. See below for an example of how to setup a date filter within the report.
- In the Filters panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Date, then click Apply.
- Click the Ticket created - Date filter you just added, click Edit date ranges, then specify a date range (yesterday, last week, etc.) to filter on.
- When you are finished. click Apply.
- The report will return only tickets created within the date range you configured.
5 Comments
How can we filter "Follow Up Tickets" from reporting in Explore?
We were previously doing this in Insights by creating the following metric:
And then Filtering Follow Up Tickets from our Insights reporting as such:
How can we reproduce this metric for filtering follow up tickets from Explore reporting in the same way?
Hi @...,
There is a special recipe and you can start from there https://support.zendesk.com/hc/en-us/articles/360034980553-Explore-recipe-Filtering-for-follow-up-tickets
Andrei Kamarouski | Pythia AI CEO
Not sure if you meant to link me to this very page, Andrei. But despite following these instructions I'm still unable to create a Follow Up Ticket metric I can use to filter Follow Up Tickets from my Reports in Explore.
@... to filter follow up tickets in or out of a report you can create a standard calculated attribute with a formula like this. Then filter the report on that attribute. If you filter for only the value 0 you're excluding all tickets that are a followup
IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL)
AND [Update channel]="Closed Ticket"
THEN 1
ENDIF
I've tried the original calculation and i get the below? Also do the follow up tickets get excluded from the first time response SLA opportunities?
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