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In this recipe, you'll learn how to create a report for messaging tickets by the ticket channel.
Tip: You can also use the Ticket channel attribute as a data filter in any report to show tickets only from specific channels.

What you'll need

Skill level: Intermediate 

Time required: 20 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving users access to Explore)
  • Messaging is enabled 

Creating the report

In this report, you'll create a custom standard calculated metric to calculate the number of messages that were created by channel.

To create the report

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Chat > Chat - Messaging tickets, then click Start report. The report builder opens. 
  4. In the Calculations () menu, click Standard calculated metric.
  5. On the Standard calculated metric page, enter a name for your metric. In this example, we'll be reporting on Instagram messaging tickets. 
  6. In the Formula field, enter or paste the following:
     
    IF [Ticket channel] = "Instagram Direct" THEN [Ticket ID] ENDIF

    For a list of all channels in Explore, see Understanding ticket channels in Explore.

    Your standard calculated attribute will look like the following image:

    IG_metric.png

  7. In the Metrics panel, click Add.
  8. From the list of metrics, click Calculated metrics and select the metric you created.
The report is complete. See the image below for an example of how it will look.

IG_report.png

You can use date attributes in this report to filter the results by a specific date range. For more information, see Editing dates and date ranges.

 

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