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
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
- 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 Metrics panel, click Add.
- From the list of metrics, choose Comments > Public comments, 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 look like this:
- Click Result manipulation (), then click Metric filter.
- 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.
- 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.
- On the filter page, click Edit date ranges to specify a date range (yesterday, last week, etc.) to filter on.
- After you select a date range, the result will only return tickets created in the specified date range.
Has this metric now been removed?
No, the metric is still there, but you may be looking at the Tickets dataset. Be sure to choose the Ticket Updates dataset when you create your metric, and you should find it there. Let me know if that doesn't work. Thanks!
Thank you @... :)
Glad to help!
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