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Using metrics and attributes in reports



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Rob Stack

Zendesk Documentation Team

Edited Mar 05, 2025


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6 comments

      How can I add a result metric calculation to dual axes

      0


      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!

      0


      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?

      0


      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.

      0


      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. 

      0


      Hi,

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

      0


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