In this Explore recipe, you'll learn how to create a report that shows the average number of tickets per organization.
What you'll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the Reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then select Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets and Users and organizations > Organizations and select Apply.
- Click the Organizations metric you just added and change the aggregator to D_COUNT.
-
In the right sidebar, click the Result manipulation (
) menu.
- Select Result metric calculation, then Add new metric.
- In the Name field, give your metric a name like Tickets by org.
- In the Formula field, enter or paste the following formula to display tickets by organization:
Count(Tickets) / D_Count(Organizations)
- Click Add, then click anywhere outside of the open menu.
- Click the Visualization type (
) menu and select Table.
For more information, see the article: Reporting on user and organization data with Explore.
9 comments
Erin Shevlin
This report is giving an inaccurate organization count. I added a filter for Ticket Organization Status and selected Active only. That did reduce the count slightly but it's still higher than it should be. When I drill in I am seeing Inactive organizations included in the list. How do I get rid of the inactive ones? Also, is there a way to create a bar graph for the tickets created by month with a trend line showing the average created by organization? I am looking to see the trend to identify customers creating more tickets per month than the average.
0
Christine
We'll continue to assist you on the ticket you raised with us. Please check your email for updates. Thanks!
0
Colin Hutzan
I followed this exactly and the 'tickets by customer' is blank/NULL despite having data in both the tickets and orgs cells. Why?
1
James Skene
Colin Hutzanc I did the same and realised that because I copied the formula Organisations was spelt with a 'z' and did not match Organisations in my Metrics. Once updated, the value populated
0
Colin Hutzan
Thanks James Skene - I thought that could be it but my metric on orgs matches the spelling in my account. ZenDesk escalated a ticket for me on this because they're having trouble figuring it out, even after assuming my account to investigate.
0
Efrat Barak Zadok
Aleksandrs Galiullins - I am trying to do a similar thing but instead of using organization I would like to use Sets.
I have a create a set and I would like to see avg tickets per members in my set - how can I do that?
0
David
Efrat Barak Zadok
Can you provide some more information on the Set you're creating?
1
Efrat Barak Zadok
Hi David,
The Set I am creating is based on this article: https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets
And is consisted on specific field such as specific user name/agents in a specific group
0
David
Efrat Barak Zadok
In the Filters section, look for the attribute you used to create your set. This could be Assignee Name or a similar field.
Once you find the appropriate filter, you'll need to apply your set. Since Zendesk Explore doesn't directly allow filtering by sets in the query builder, you will manually select the values that match your set. If your set was created based on agent names, manually select these names under the Assignee Name filter.
0