In this recipe, you will learn how to create a report that shows you the number of created tickets per month compared to the percentage of created tickets in the previous month.
What you'll need
Skill level: Beginner
Time required: 15 mins
Data source: Tickets
Ingredients:
- Tickets
- Duplicated metric of Tickets
- Ticket created - Month
How to create the report in Explore
Use the following steps to create this 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.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- Duplicate the metric Tickets and call it Tickets copy.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Tickets copy.
- In the Rows panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Month.
- From the Result manipulation (
) menu, click Result path calculation.
- On the Result manipulation page, change COUNT(Tickets Copy) to the below settings:
- Pattern | % of difference
- Path | On specified attribute
- Attribute | Ticket created - Month
- Reference | Previous element
- Click Apply.
8 Comments
How would I modify this to only show tickets created by end users?
Hi Katie Meek, you can add either the Requester role or Submitter role attribute (depending on exactly what you're looking for) in the Rows panel. Then click the attribute to filter it to the End-user value only.
For the difference between requester vs. submitter, see the entries in the Zendesk glossary.
When I tried this, I got very large numbers for each month because it was summing each named month across the four years that ZD has been active. For example, "January" numbers include January 2019, 2020, 2021, 2022. How do I get a chart with each actual month separate?
(I can do this by restricting to the last 12 months, but I'd like to get several years in this chart.)
You can try adding Ticket created - Year to slice your monthly data by year. If you need the rows to be in chronological order, then you need to place the Year attribute before/on top of Ticket created - Month.
Thank you. That was what I needed.
An End-user sorted this by Tickets and now the months are out of order. I'm not able to sort by month, how do I get it back.
I removed sorting as an option.
I resolved by re-creating the Tickets - Copy Metric - It didn't have 'sorted' stuck to it.
Hi
I've followed the instructions and made few tweaks but I have an issue in that my ticket numbers for January and not showing a difference in % against the previous month
Any idea why?
It happens because you can see the % results only from the previous element.
And technically "January" has position number 1.
Hope it clarifies
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