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.
5 Comments
@... 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
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?
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.
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?
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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