Explore recipe: Filtering for follow-up tickets

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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?

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  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    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

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  • 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. 

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  • Mark Leci

    @... 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

    1
  • Scott Spinks

    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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