Question
Is there a type of report I can create to pull the email address of everyone who sent us a question?
Answer
You can report on the email address of a user by using attributes such as Requester email or Submitter email. See more Support metrics and attributes in this article: Metrics and attributes for Zendesk Support.
If you just want to have a list of the domains your customers are contacting you from, it is possible to retrieve that information by getting creating two standard calculated metrics and a standard calculated attribute.
To create a query that lists the domains of the ticket requesters
- In Explore, click the query (
) icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- Next, add your metrics, the things you want to measure; in this case, the number of tickets created. In the Metrics panel, click Add.
- From the list of metrics, choose Users and organizations > Users, then click Apply.
-
Create the first metric with the formula below and name it Email length.
LENGTH([Requester email])
- Create the second metric with the formula below and name it Email @.
FIND([Requester email],"@",0)
-
Create the attribute with the formula below and name it Email client.
RIGHTPART([Requester email],
(AVG(Email length)-AVG(Email @)-1)) - Under Rows, click Add. From the list of attributes, choose Calculated attributes > Email client.
3 Comments
I'm using this report and it works great except that drillthrough does not seem to be working. When I select the number (5) of users for one of the clients, then try to use drillthrough, it pulls all of the clients in the report instead of just the 5 for the relevant client selected.
Hi Carolyn,
As of the moment, calculated metrics and attributes are currently not supported in using the Drillthrough interaction. You can check on the article Using drillthrough to refine your results for more information.
I highly recommend upvoting this Feature Request: Add calculated attributes to Drill-Through.
Hope this helps! Cheers! :)
Hello,
I've tried using these steps to create a query to show a COUNT of tickets sent by each domain on our Zendesk Instance.
However, this always hits the 50,000 rows error and therefore I don't get a full count of tickets per domain. We've close to 200,000 tickets on our instance currently so it seems it has to calculate the first 50,000 tickets before it can apply the filter.
Is there a way around this? We don't have Organisation domains set up since we have multiple Organisation Sites that use the same domain.
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