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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
  • Creating the report
  • Enhancing your report 

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

  1. In Zendesk Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Updates history, then click Start report.
  4. In the Calculations menu (), click Standard calculated metric.
  5. 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.
  6. When you are finished, click Save.
  7. In the Metrics panel, click Add.
  8. From the list of metrics, choose Calculated metrics > Follow-up Tickets, choose COUNT as the aggregator, then click Apply.
  9. In the Rows panel, click Add.
  10. From the list of attributes, choose Ticket > Ticket ID, then click Apply.
  11. The current report setup will match the following:
  12. In the result manipulation (), menu. click Metric Filter.
  13. 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.

  1. In the Filters panel, click Add.
  2. From the list of attributes, choose Time - Ticket created > Ticket created - Date, then click Apply.
  3. 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.
  4. When you are finished. click Apply.
  5. The report will return only tickets created within the date range you configured.
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