Explore recipe: Reporting on internal tickets

What's my plan?

This recipe helps you to create a report that uses a custom metric to display only internal tickets, i.e. tickets without any public comments.

This article contains the following topics:

• What you'll need
• Creating the report
• Enhancing your report

What you'll need

Skill level: Beginner

Time required: 10 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 Metrics panel, click Add.
5. From the list of metrics, choose Comments > Public comments, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Ticket > Ticket ID, then click Apply. The current report setup will look like this:
   
8. Click Result manipulation (), then click Metric filter.
9. Set the both the minimum and maximum values to 0 as shown in the image below. This will filter out any tickets with public comments (non-internal tickets).

The report is now finished. 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 to only return tickets created within a specific date range. Read on for an example of how to setup a date filter in 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.
4. On the filter page, click Edit date ranges to specify a date range (yesterday, last week, etc.) to filter on.
5. After you select a date range, the result will only return tickets created in the specified date range.