Explore recipe: Filtering for follow-up tickets

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19 Comments

  • J.J. (Chatbot)

    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?

    0
  • Andrei
    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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  • J.J. (Chatbot)

    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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  • Elizabeth Churchill

    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

     

     
    0
  • 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. 
    0
  • Sara Pearson

    @... Yes, I followed the instructions exactly. Thanks!

    0
  • Hari Chandana

    I am getting the follow up ticket count more than expected where I have set the metric as follow-up tickets and attribute as Assignee name. I would like to get the list of follow-up tickets for that agent with in the timeframe.

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  • Dane
    Zendesk Engineering
    Hi Hari,

    I noticed that a ticket has already been submitted for this concern. For everyone's visibility, you have followed Explore recipe: Filtering for follow-up tickets and have added the attribute Assignee Name and removed "Follow Up" attribute to resolve it. 

    Cheers!
     
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  • Vanessa Wood

    Hey! Great article. Does anyone have a recipe on how I report on less than 5% of solved tickets resulted in follow up ticket within 14 days? 

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  • Çağatay Kater

    Hello ,

    Is it possible to show follow-up(unclosed and unsolved) tickets on views? 

    0
  • Christine
    Zendesk Engineering
    Hi Çağatay,
     
    You can refer to the following conditions to create a view for follow-up tickets.

    Tickets must meet all of these conditions to appear in the view
    • Status > Is not > Closed
     
    Tickets can meet any of these conditions to appear in the view
    • Channel > Is > Closed ticket



    Hope this helps!

    Thanks,
    Christine
    1
  • Çağatay Kater

    It helped me thank you!

    0
  • Paola Rivera

    If I want to see the closed followup tickets that have a specific tag inherited on them, would I just replace the "Ticket ID" under "Rows" to "Ticket Tags" and select the tag I'm interested in, or would I need to mess with the Standard calculated metric for that? I ask because I'm wondering if I'd have to edit the Standard Calculated Metric to something like:
    IF [Update channel]="Closed Ticket"
    THEN [Ticket Tags] 
    ENDIF

     

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  • Dane
    Zendesk Engineering
    This is what I normally use. I also tested your formula and it should extract the same data compared to the query below.
     

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  • Paola Rivera

    @Dane Thanks for taking a look!
    On the Metrics section, is that your custom query for follow-up tickets though? It just looks to me like it'd be pulling up any ticket created, when I am interested in the tags of follow-up tickets specifically. I have used the same standard calculated query in mine but just changed the column to the tag I wanted:

    IF [Update channel]="Closed Ticket" THEN [Ticket ID] ENDIF


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