Explore recipe: Finding proactive tickets with customer replies

This Explore recipe shows you how to track tickets created by agents on behalf of customers that had a reply from the customer.

What you'll need

Skill level: Average

Time required: 10 minutes

Ingredients:

• One standard calculated metric
• One Submitter role filter
• One Ticket ID attribute
• A table report
  
  

How to create the report in Explore

1. In 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 report builder, click the calculations icon () on the right sidebar.
5. Click Standard calculated metric. The Standard calculated metric panel opens.
6. In the Name field, type a name for your new metric, for example, Proactive tickets with replies.
7. In the Formula field, add the code below:

   IF (VALUE(End-user comments)>0) THEN [Ticket ID] ENDIF

8. Click Save.
9. In the Metrics panel, click Add.
10. From the list of metrics, choose Calculated metrics > Proactive tickets with replies. Select the arrow icon > to open up the aggregator list and choose D_COUNT. Click Apply.
11. In the Filters panel, click Add.
12. Click Submitter > Submitter role and then click Apply.
13. In the Filters panel, click Submitter role and select Admin and Agent. Click Apply.
14. In the Rows panel, click Add.
15. From the list of attributes, choose Ticket > Ticket ID, then click Apply.

Next steps

The next steps are optional. By default, under the Proactive tickets with replies column, the 0 value means that in that ticket ID the customer didn't reply back to the agent's proactive ticket. With this additional step, you can remove those tickets from your report.

1. From the Result manipulation () menu, click Metric filter.
2. On the Metric filter page, drag the circle on the metric line to 1, then click Apply.

You can also make the Ticket ID clickable from the report itself. For more information, see the article: Explore recipe: Configuring clickable links to tickets.