Explore recipe: Excluding tickets closed by merge

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6 Comments

  • Gab Guinto
    Zendesk Customer Care

    Hi Chad,

    You can create a custom attribute as described here: Using INCLUDE in a standard calculated attribute. You formula should look something like this:

    IF INCLUDES_ANY([Ticket tags], "closed_by_merge") THEN "Merged" ELSE "Not merged" ENDIF

    You should then be able to add this custom attribute as a data filter in your dashboard, and filter all query widgets to exclude merged tickets.

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  • Jamie Martin

    I also created this custom metric in my reports but how to I utilize this so that it automatically removes these tickets from my retention rate for instance? I don't want the closed by merged tickets to be taken into consideration in retention since a dropped chat for instance will continue their retention when the customer returns to the chat. 

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  • Ahmad Reda

    Wouldn't adding a filter to exclude the Tag 'closed_by_merge' be as accurate in getting this job done?

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  • Gab Guinto
    Zendesk Customer Care

    Hi Jamie,

    When you use the custom metric described in this guide in your query, then the results displayed in your report will already have the merged tickets excluded. If you have multiple metrics in your report, then it may be better to use a custom attribute filter, similar to the sample above.

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  • Chad Susa

    Thanks all. So what do we do with the metric when it's completed? Do we have to add it to all the queries that have been created?

    In our case we want to use the awesome default dashboards and queries but all those reports should exclude tickets with the closed_by_merge tag. So in this scenario do we:

    1. Clone the Dashboard (and queries)
    2. Go to each cloned query and add the metric above - save

    Then all queries should show the correct 'filtered' data?

    Seems like a lot of work. Surely filters, like a dashboard filter, should be able to do this? Otherwise why would I ever use a filter and, filtering results becomes a huge undertaking each time. Just can't wrap my head around filtering...and don't get me started on Drill-in :P

    Thanks

    Chad

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Ahmad,

    Unfortunately, you can only exclude tickets closed by merge by following the recipe above.

     

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