Explore recipe: Auditing a random selection of tickets

Explore is designed to slice and dice data by categories and fields, but sometimes you need a random selection of tickets to undertake an audit. This recipe uses the Support: Tickets dataset to pull a random selection of tickets, which you can then use to audit individual agents or ticket groups.

This article contains the following topics:

• What you'll need
• Returning a random selection of tickets
• Auditing individual agents
• Auditing ticket groups
• Next steps

What you’ll need

Skill level: Intermediate

Time required: 15 minutes

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

Returning a random selection of tickets

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. Click the Calculations () menu > Standard calculated metric.
5. Name this metric Random.
6. In the Formula field, enter the following:

   RANDOM()

   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
7. Click Save.
8. Apply any necessary filters, like date range, group, channel, or satisfaction rating.
9. In the Metrics panel, click Add and add your calculated metric.

From here, you can audit individual agents or entire ticket groups, depending on your needs.

Auditing individual agents

1. In the Rows panel, click Add and add Assignee name.
2. Next to Filters, click Add and add Assignee role.
3. Click the Assignee role filter (the gray box) and select Agent and/or Admin as appropriate based on your auditing needs.
4. From the Result manipulation () menu, select Top/bottom.
5. In the Top field, specify how many results you want per assignee.
6. In the Strategy field, select Per block on rows.
7. In the Rows panel, click Add and add Ticket ID. This gives you a "top X" tickets per person based on your random metric.
   Note: Adding any other metric or attribute will change the ticket IDs displayed.

From here, you can click the ticket ID and select Open link to look at the ticket. Alternatively, you can click the drop-down arrow next to Save and choose Export to create a CSV or Excel file with your results.

Auditing ticket groups

1. In the Rows panel, click Add and add Ticket group.
2. From the Result manipulation () menu, select Top/bottom.
3. In the Top field, specify how many results you want per group.
4. In the Strategy field, select Per block on rows.
5. In the Rows panel, click Add and add Ticket ID. This gives you a "top X" tickets per group based on your random metric.
   Note: Adding any other metric or attribute will change the ticket IDs displayed.

From here, you can click the ticket ID and select Open link to look at the ticket. Alternatively, you can click the drop-down arrow next to Save and choose Export to create a CSV or Excel file with your results.

Next steps

For more information about the metrics and attributes you can use with the Tickets dataset, see Metrics and attributes for Zendesk Support.