Explore recipe: Displaying users with no ticket requests

This Explore recipe shows you how to create a report showing users who have not opened any tickets. For more help with reporting on users and organizations, see Reporting on user and organization data.

What you'll need

Skill level: Easy

Time Required: 5 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket, user, and organization data in Zendesk Support

How to create the report in Explore

1. In Explore, click the query ( ) icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
4. Next, add your metrics, the things you want to measure; in this case, the number of tickets created. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets > Tickets, then click Apply. Explore displays the total number of tickets in your account.
6. Next, you'll create a standard calculated metric for users. Although Explore already includes this metric you need to modify it to ensure that its calculation doesn't interfere with the ticket metric you just added by enabling the "compute separately" function. In the calculations menu (), under Metrics, click Standard calculated metric.
7. In the Standard calculated metric panel, give your new metric a name like "Users (computed separately)" and then paste or type the following formula:
   

   IF ([Requester status]="Active") 
   THEN [Requester ID] 
   ENDIF

8. Ensure that Compute separately is enabled. For more information about this option, see Creating standard calculated metrics and attributes.
9. When you are finished, click Save.
   
10. In the Metrics panel of query builder, click Add.
11. From the list of metrics, choose Calculated metrics > Users (computed separately), then click Apply.
12. Click the metric you just added and ensure that the aggregator for it is COUNT. Explore displays a table showing all tickets and users in your account.
13. In the Rows panel, click Add.
14. From the list of attributes, choose Requester/user > Requester name, then click Apply. Explore displays a table showing all users in your account and the number of tickets for each. You can sort the table by clicking the Tickets column heading to easily see users with no tickets.
    

Tip: You might see some deleted users in your table (with a value of 0 in the Users column). You can remove these from the report by configuring a metric filter on the Users (computed separately) metric that removes zero values.