Explore recipe: Filtering for follow-up tickets

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10 Comments

  • Bora Titizer

    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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  • Bora Titizer

    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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  • Liz

    Hi,

    I would like to know how many talk tickets are followed up by an email from the agent.

    How would I do that?

    Liz

     

     
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  • Gab Guinto
    Zendesk Customer Care
    Hi Liz,

    It's not possible via the default attributes in Explore, as the ticket channel data of the original ticket is not stored as a ticket property in the follow-up created. A workaround is to tag tickets created via a phone call, sms and voicemail. Since tags are copied over to follow-up tickets, you can filter your report by tags to see which follow-up tickets were created from Talk tickets.

    Another workaround, if your Talk tickets all retain the default text 'Phone Call from', 'Phone call to', 'Voicemail from', is to filter the report by keywords in the subject. If your Talk tickets contain those keywords, then follow-up tickets created from those will also contain the default text. You can create an attribute in Explore to find specific words in the subject, and use that as filter on your report on follow-up tickets.
     
    Hope this helps. Thanks Liz!
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  • Sara Pearson

    Eric Gao This report doesnt work. I followed the instructions exactly and I get this error, but I know for a fact there are follow-up tickets..

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  • Gab Guinto
    Zendesk Customer Care
    Hi Sara,

    Did you create the exact same metric and report as shown in the recipe? I'll be creating a private ticket so that we can investigate further on this. 
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  • Sara Pearson

    Gab Guinto Yes, I followed the instructions exactly. Thanks!

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