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Using metrics and attributes in reports



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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6 comments

Hi,

I would like to make report as the following format, could you please show me how to do this?

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Justin H

Zendesk Customer Care

Hello Oanh Chau

You should be able to make a report like this in the Support: Tickets Dataset. The screenshot below is a bare bones idea of what metrics and attributes you would need to use: 

The Test Tag Inclusion metric I have here uses the following formula to display only solved tickets with the tags you specify: 

IF (([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")) 
AND (INCLUDES_ANY([Ticket tags], "your_tag_here"))
THEN [Ticket ID]
ENDIF

You would need to make two custom metrics for your Large and Super Large tags, so they will show as separate columns in your report. 

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Is it possible to use an attribute in a datatip, but not display it in the graph? I'm working with Ticked Created - Week Of Year across multiple years, but would like to show the start date of that week when hovering over the line graph.

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James G

Zendesk Customer Care

Hello Zach,
 
I'm sorry, but we can only utilize the attributes included in the report for the datatips. However, you might consider creating a custom attribute instead that shows the start date of a week - How do I display the start date of the week instead of the week number?

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Hi, 

 

I am trying to create a report that would calculate a custom resolution time. 

The calculation is as follow ((no. of tickets where ‘Attributed to X’ = yes) vs total of DO)*1000000

 

I have created a metric Attributed to X - IF [Attributed to X?] = "yes" THEN [Ticket ID]
ENDIF

 

Theoretically, I want to use Result Metric Calculation to calculate kpi as follow:

(COUNT(Attributed to BLX)/COUNT(Tickets))*1000000

 

The issue I have right now is, the ‘Attributed to X’ metric is not returning any value even though we have a few tickets with ‘Attributed to X’ = yes. 

 

Am I missing a step? Any response is greatly appreciated!

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How can I add a result metric calculation to dual axes

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