In this Explore recipe, you'll learn how to create a report that shows the top problem tickets by number of unsolved incidents that are attached. If you're not familiar with working with problem type tickets, check out Working with problem and incident tickets.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Incidents, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket > Ticket problem ID, then click Apply.
- Now, add a filter to exclude incidents that are not connected to problem tickets. Click the Ticket problem ID attribute, then click the Excluded tab. Select Null to exclude any null values.
- Now, create a custom Standard calculated metric to calculate the number of incidents that are currently unsolved. Click Calculations (
), and then click Standard calculated metric.
- Copy the formula below and paste it into the metric editor.
IF ([Ticket type - Unsorted] = "Incident" AND (([Ticket status - Unsorted] != "Solved")
AND ([Ticket status - Unsorted] != "Closed")))
THEN [Ticket ID]
ENDIF - Give the metric a name like Unsolved incidents. The metric will look like the screenshot below:
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - From the Metrics panel, add the new metric Calculated metrics > Unsolved incidents. Ensure the metric aggregator is set to COUNT. For more information, see Choosing metric aggregators.
- Now, add the percentage detail using a Result metric calculation. Click Result manipulation (
), then select Result metric calculation.
- On the Result metric calculation page, click Add a new metric.
- Enter the name of your metric.
- Enter the formula below. You must select your metrics and functions from the drop-down list next to Insert.
COUNT(Unsolved incidents)/COUNT(Incidents)
- Click + Add to add the calculation.
- The final step is to edit the report to show the new calculation in a percentage format. Click Chart configuration (
), then Display format. Then change the calculation metric to display in %.
The report is now complete. See the screenshot below for an example.
If you want to filter this report by the problem tickets with the most incidents, you can apply a top/bottom filter. Check out Creating a top/bottom filter for further instructions.
5 comments
TINA YATES REALMT
when will the attribute of "Linked problem" be added into Explore? What is the point of the attribute if you can't report on it you are forcing us to create a custom attribute for something that already exists.
1
Dave Dyson
Hi Tina, I don't have an update for you on this, but I see you've added a comment (and hopefully upvoted) this product feedback thread, which is the best place to watch for updates: Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa
0
Jake Warren
Is there a way to pull in Problem ticket subject onto this so we can see what the ticket is about without drilling in? Also, is there a way to group the results by a ticket field, such as product?
0
จตุรงค์ สุขสังข์
สวัสดีครับผมไม่รู้คำถามของพวกคุณ
?
0
Dainne Kiara Lucena-Laxamana
Hi Jake Warren ,
Not natively possible yet to load the Problem ticket subject in the report. I've taken a look and found that other users are discussing similar needs here.
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
You may also want to review the Product feedback guidelines and how to write an effective feedback post.
As for grouping results by a ticket field, yes that is possible. You can follow the guide here to learn more: Organizing values by groups and sets
0