Explore recipe: Tickets created by agents or end users

What's my plan?

In this Explore recipe, you'll learn how to create a report that shows the number of tickets being created by agents and end users.

What you'll need

Skill level: Moderate

Time Required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

To create the report

1. In Zendesk Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report. The report builder opens.
   
4. Now, create Standard calculated metrics to count the number of agent created tickets and the number of end-user created tickets. Click Calculations (), then click Standard calculated metric.
5. Copy the formulas below and paste each into the metric editor. Add a title for each metric like Tickets created by agents and Tickets created by end-users. The completed metrics will look like the screenshots below. Ensure you click Save each time you create a metric.

   IF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL) 
   AND ([Updater role] = "Admin" OR [Updater role] = "Agent"))
   THEN [Update ID] ENDIF

    IF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL) AND
    ([Updater role] = "End-user")) THEN [Update ID] ENDIF

   
   
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
6. In the Metrics panel, click Add.
7. From the list of metrics, expand Calculated metrics, click the custom metrics you created, Tickets created by agents and Tickets created by end-users, then click Apply.
8. Ensure the metric aggregators for your custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
9. In the Columns panel, click Add.
10. From the list of attributes, choose Time - Ticket created > Ticket created - Month, then click Apply.
11. Click the Ticket created - Month attribute and set the date range to This year. See Editing dates and date ranges for help setting a different date range.
    
    
12. Click Visualization type (), then select Column.
13. Click Chart configuration (), then click Chart. 
14. On the Chart page, enable Stacked and Stacked: Percentage. Ensure that no other settings are ticked.
    
15. Click Chart configuration (), then click Displayed values.
16. On the Displayed values page, change Show value to Show. Change Position to Outside.
    

The report is now complete. See the screenshot below as an example.