In this Explore recipe, you'll learn how to create a report that shows the COUNT of tickets solved within business hours using a custom metric.
Skill level: Intermediate
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Ticket data in Zendesk Support
Building your report
In this example, the standard calculated metric is set to 4 hours; this can be changed to hours within the range of 1 and 24. To edit this, change <=4) to the number of hours of your choice.
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report.
The report builder opens. - In the calculations menu (
), click Standard calculated metric. - In the Name field, enter Tickets solved within 4 business hours.
- In the Formula field, enter or paste the following:
IF(ATTRIBUTE_FIX(MED(Full resolution time - Business hours (hrs)), [Ticket ID]) <=4)
THEN [Ticket ID] ENDIF - Click Save.
- In the Metrics panel, click Add > Calculated metrics > Tickets solved within 4 business hours > Count.
- Click Save.
For more information about calculated metrics, see the article: Creating standard calculated metrics and attributes.