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Explore recipe: Average number of tickets per organization



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Aleksandrs Galiullins

Zendesk Customer Care

Edited Oct 24, 2024


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9 comments

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. 

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Christine

Zendesk Engineering

Hi Erin,

We'll continue to assist you on the ticket you raised with us. Please check your email for updates. Thanks!

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I followed this exactly and the 'tickets by customer' is blank/NULL despite having data in both the tickets and orgs cells. Why?

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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

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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.

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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?

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David

Zendesk Customer Care

Efrat Barak Zadok

Can you provide some more information on the Set you're creating?

 

 

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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

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David

Zendesk Customer Care

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.

  • If the exact mechanism to directly apply a "set" as described doesn't match with Zendesk Explore's UI due to its limitations or updates, the goal remains to replicate the set's conditions by manually applying the same filters that define your set.

 

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