What's my plan?

Available on Suite Professional plans and aboveAvailable on Explore Professional plans and above

In this Explore recipe, you'll learn how to find only tickets that weren't closed by merge.

What you'll need

Skill level: Intermediate

Time Required: 10 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Adding users to Explore)
  • Ticket data in Zendesk Support

How to create the custom metric in Explore

    All merged tickets have the tag closed_by_merge. You can use that information to exclude tickets that were closed by merge by creating a standard calculated metric in your report. Use the following steps to create this report in Explore.

    1. In Explore, click the report () icon.
    2. In the Reports library, click New report.
    3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
    4. In the Calculations panel of the report builder, select Standard calculated metric.
    5. Enter a name for your custom metric, for example, "Exclude closed by merge".
    6. Add the formula below and select Save after. 
       
      IF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIF
    7. In the Metrics panel, click Add, expand the Calculated metrics folder, and select the metric you just created.
    8. Change the metric's aggregator to D_COUNT.

    For more recipes on reporting with tags see this article: Reporting with tags.

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