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
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Chat > Chat - Messaging tickets, then click Start report. The report builder opens.
- In the Calculations () menu, click Standard calculated metric.
- On the Standard calculated metric page, enter a name for your metric. In this example, we'll be reporting on Instagram messaging tickets.
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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:
- In the Metrics panel, click Add.
- From the list of metrics, click Calculated metrics and select the metric you created.
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.