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.
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?
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"
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?
I would like to know how many talk tickets are followed up by an email from the agent.
How would I do that?
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!
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..
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.
@... Yes, I followed the instructions exactly. Thanks!
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.
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.
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