Explore recipe: Tickets created by agents or end users

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10 Comments

  • Bobby Koch

    Hey @...

    on my end, it is saying the data set is too large, even though, it literally cant be (looking at yesterdays data, there should only be a handful) and it looks kind of funny. Any advice?

     

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  • Who Gives A Crap (whogivesacrap)
    Zendesk Luminary

    Hey Bobby Koch, make sure you're using the 'Support: Ticket Updates' data set.

    I had the same problem (the text looking weird & invalid results) and realised I was using the wrong data set.

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  • Jane Aussy Maglanque

    I created this report: Tickets Created by Agents or End-Users

    When I Decompose it, there are ticket numbers that are on the report that shows that the Agent created it but it is not. Can you please check and get back to me how to fix it?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jane,
     
    Do you two metrics added to the query, one for agent-created tickets and one for end user-submitted? Or, are you slicing your your data by the attribute Submitter role? If the former, then it is expected that you'll see both metrics when you Decompose. All metrics added to the query are still displayed when you decompose a cell/value. Notice how the values under the metric columns are either be zero or 1 when you decompose by ticket ID.
     
    If you need the transformed table from Decompose to only show one metric value, then I recommend that instead of having two separate custom metrics, you can build a custom attribute around Submitter role and add that attribute as slicer under Columns. When you select Decompose on one cell to see the Ticket IDs, for example, under the Agent/Admin column, the resulting table should only show the IDs of agent-submitted ticket.
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  • DL Zendesk Administrator

    Hi, if agents created a new ticket, what is the mail address that the end-user sees?

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  • Gab Guinto
    Zendesk Customer Care
    Hello,
     
    The support address that end users will see in the email notification will be the default support address of the account. Unless you set a different address when creating the ticket via the Select an address app.
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  • Ester Marlasca

    Hello,

    Is there a way to calculate the number tickets created by end-user in a defined time period? E.g. User 1 has created 2 tickets in the last six month, User 2 has created 1 ticket in the last six months, etc.

    Thanks,

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  • Zsa Trias
    Zendesk Customer Care

    Hello Emarlasca,

    You can create a report in the Tickets dataset to count tickets by Requester name, filtered by "Requester role: end-user", and use a dynamic filter for "Ticket created - date" to return only tickets that were created within the last 6 months.

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  • Ester Marlasca

    Hi, sorry but this is the metric I'm trying to calculate, it would be something like this: 

    Tickets Per Customer = Number of Tickets Received / Number of Unique Customers Interactions

    Where we can understand the average number of tickets our end-users submit in a defined time period.

    Thanks,

    1
  • MrJohn-PaulPage

    This is exactly what I am after also.  To measure customer interactions and how many fall into duplicate contact.

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