Explore recipe: Displaying organizations with no tickets

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15 Comments

  • Phil Clark

    Thanks for putting this guide together - super helpful and just what I needed!

    That said....I'm running into an error, which I'm hoping someone can help me tackle.

    "The set of calculations isnt valid. {0} Adjust the calculation and try again. (Error code: 67ccdea4)"

    I've gone over this a few times to make sure I've set this up according to the guide:

     

    Could someone please help identify what I'm missing?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Phil,
     
    Looks like there's a syntax error in the metric formula; the formula editor does not seem to recognize the attribute [Requester organization ID].

    I noticed too that [Requester organisation status] has 'organisation' spelled with an 's' instead of 'z', and from your screenshot, it appears that the formula editor is able to validate the attribute name. It's possible that the locale/translation set for your account uses 'organisation' in the metric and attribute names.
     
    Can you try editing the formula, and then select the attribute from the list of autocomplete/suggested values that will be displayed?

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  • Phil Clark

    @...

    Ahh that old chestnut - that was 100% it! Thanks so much - it now works exactly as I was looking for. 🙏

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  • Jamie Farmer

    I'm trying to build off of this to capture Organizations who have submitted no Urgent tickets, within a certain timeframe.   I was hoping I could just use filters, but when I add any Date or Ticket Priority filters, it no longer shows correctly.  Is there a way to capture this information, and preferably still allow it to be dynamically filtered?  (i.e. different date range, or different priority)

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jamie,
     
    You can try building another custom metric to count the number of tickets with priority set to Urgent –
     IF [Ticket priority]="Urgent" THEN [Ticket ID] ENDIF
    – and then add this metric to the table with the organization count metric. You'll see under the metric column which organizations have no Urgent tickets. If you want to only display the orgs with zero Urgent tickets submitted, then you can use a metric filter to hide rows with 1 or more results/ticket count.

     
    You can also filter this report by date attributes like Ticket created - Date.
     
    Hope this helps. Thanks Jamie!
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  • Jamie Farmer

    Thanks, but I'm still struggling to get it to work with any date filters.  The below is accurate, but has no date filters.  


    But as soon as I try and add a date filter, it's incorrect.

     

    Does the date filter also need to be custom?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jamie,

    You should also be able to use native date attributes to slice or filter the data in the report. Can you try using D_COUNT as aggregator for the OrganizationsCount metric?

    By the way, just in case we need to look into this further, I have created a ticket for you. Thanks Jamie!
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  • Kirby Drumm

    Jamie Farmer, did this every get figured out?  I would like to do the same thing.  Is there a ticket you can share?

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  • Jamie Farmer

    Yes, they assigned a ticket 10918177 , and I was able to get it to work by using these Metrics:
    COUNT(Tickets)
    COUNT(Urgent_Count)
    D_COUNT(OrganizationsCount)

    Urgent_Count is  IF [Ticket priority]="Urgent" THEN [Ticket ID] ENDIF
    OrganizationsCount is IF ([Ticket organization status]="Active") 
    THEN [Ticket organization ID] 
    ENDIF

     

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  • Kirby Drumm

    And this is how you were able to get the Ticket created - Date to be honored?

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  • Jamie Farmer

    I just used a filter for Ticket Created, yes.  

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  • Kirby Drumm

    Apologies, but I'm a bit confused.  What I'm trying to achieve is what you posted on October 20th, where you have a date range filter and you still identify orgs with zero tickets.  Do you still get orgs with zero tickets?

    For the broader group, my goal is to build a report which shows the number of tickets created for the past 6 months, including no tickets.

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  • Jamie Farmer

    Ahh...actually, my report is a little different.  I only wanted to see orgs with no URGENT tickets.  So, my report has total tickets column and a URGENT tickets column.  However, I just now tried without the URGENT, and it only shows orgs with ticket count greater than 0 once I use date filters.  So, looks like I am seeing the same results as you when trying to only see that info.

    Maybe Phil Clark is still around?  Looks like his original request was the same as yours (without date).  I don't see Gab Guinto when I search.  

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  • Kirby Drumm

    Update: Still using the D_COUNT(Organizations), but I was able to get things working by using a calculated metric for the tickets, so instead of COUNT(Tickets) I use:

    IF DATE_DIFF(TODAY(),[Ticket created - Date],"month") <= 6 THEN
    [Ticket ID]
    ENDIF

    Jamie Farmer thanks for the collaboration!

     

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  • Jamie Farmer

    Nice!  I might steal it!

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