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Explore recipe: Tracking metrics for child tickets based on the parent ticket ID



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Sarah C

Zendesk Customer Care

Edited Jun 21, 2024


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2 comments

Thanks for this Sarah !

Our requirement is similar; we need information about both the parent and child tickets. However, currently, this isn't possible. Secondly, I attempted to use the formula REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$"), but I only managed to extract the ticket ID. Other information remains invisible even after updating the field name in the formula.

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Elaine

Zendesk Customer Care

Hi Akshay,
 
It seems you're looking to extract both parent and child ticket information in Zendesk, but currently, this isn't possible. Your formula, REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$"), correctly extracts the ticket ID but does not provide additional information.
 
Suggested Steps:
  1. Check Field Names: Ensure you're using the correct field names in your formula.
  2. Create Additional Attributes: Explore the article for guidance on creating attributes to capture more information about tickets.
  3. Review the Article: Check the sections on tracking metrics for child tickets to enhance your reporting.
 
I hope that helps!

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