This recipe will help you track metrics for child tickets created through side conversations. It requires that you use the default external ID for child tickets in side conversations.
This recipe will not track all side conversation channels, such as Slack or email. It will report only on tickets created through side conversations.
This article contains the following sections:
- What you'll need
- Creating your attribute
- Reporting on the number of side conversation tickets per ticket
- Reporting on the combined full resolution time of side conversation tickets
- Enhancing your report
What you'll need
Skill level: Intermediate
Time required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Ticket data in Zendesk Support
- Side conversations activated and used in tickets in Zendesk Support
Creating your attribute
- In 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.
- From the Calculations (
) menu, click Standard calculated attribute.
- On the Standard calculated attribute page, enter or copy and paste the formula below into the attribute editor.
REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$")
- Give the attribute a name, such as Parent Ticket ID.
- Click Save.
This is specifically designed for the external IDs that are created when a ticket is created through side conversations. It will look something like the external_id below:
While this attribute shows the parent ticket ID of a side conversation ticket, it is not possible to report on any metrics or attributes of the parent ticket itself while using this attribute. From the above example, you can report on metrics for ticket 925, but not the parent ticket 923.
Reporting on the number of side conversation tickets per ticket
- In Explore, click the Reports (
) icon.
- In the report library, click New report.
- On the Select a dataset page, click Support > Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets, then click Apply.
- In the Rows panel, select your calculated attribute, then click Apply.
- In the Filters panel, select your calculated attribute and exclude NULL values.
You can now report on the number of side conversation tickets per ticket.
Reporting on the combined full resolution time of side conversation tickets
- In Explore, click the Reports (
) icon.
- In the report library, click New report.
- On the Select a dataset page, click Support > Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, select Duration between events - Calendar hours (min) > Full resolution time (min), then click Apply.
- Apply the SUM aggregator.
- In the Rows panel, select your calculated attribute, then click Apply.
- In the Filters panel, select your calculated attribute and exclude NULL values.
You can now report on the total time spent working on side conversations for your ticket. You can also add Ticket ID to the Rows if you want to see individual ticket times.
Enhancing your report
This attribute can be made in other datasets and be used to track other metrics, such as Open status time (min) or Tickets updated with or without comment in the Updates history dataset.
2 comments
Akshay Gupta
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
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:
I hope that helps!
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