In this Explore recipe, you'll discover how to create a report that shows one-touch tickets. These are tickets that were solved with only one agent reply. This report is a great way to gain context into your support efforts.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- 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.
- Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
- From the list of metrics, choose Agent replies distribution > One-touch tickets, then click Apply.
- In the Filters panel, click Add
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- In the Filters panel, click the Ticket solved - Date filter you just added.
- On the filter page, click ‘Edit date ranges’.
- On the Advanced tab of the Date range page, choose an appropriate range to view, such as the last 30 days, or last 14 days, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- (Optional) Exclude merged tickets by adding a standard calculated attribute filter that excludes tickets with the closed_by_merge tag. See How do merged tickets affect one-touch ticket reporting?
- From the visualization type menu, choose a Line chart.
You can now configure your chart how you want using the chart configuration menu (
). For details, see Customizing reports.
