• Official comment

  Joseph Black

  • December 16, 2016 19:56

  Hi Russell,

  I've run into this request before and, believe it or not, the MAQL for generating this kind of metric is pretty simple. Your metric should look something like:

  SELECT COUNT(Users, Ticket Id) WHERE Ticket Status <> Deleted AND User Active = true

  In plain English this is saying, "count the unique number of users from the frame of reference of the Ticket dataset (meaning there needs to be a ticket requested to include that user), excluding users who have submitted only deleted tickets, and only including users who have not been deleted."

  If you're new to creating metrics I'd recommend reviewing the following article: https://support.zendesk.com/hc/en-us/articles/222794107-Creating-custom-metrics-in-Insights.

  Happy reporting!

   

• Russell Dyas

  • December 16, 2016 21:38
  • Edited

  Hello

   Thank you for the quick reply. Currently getting following error

  Unexpected 'D'. Expecting: ELEM_IDENTIFIER, FUNCNAME1, NEXT, OBJECT, STRING, -, RANKFUNCNAME, IF, PREVIOUS, FUNCNAMEN, COUNT, RUNFUNCNAME, REAL, IDENTIFIER, FUNCNAME2, CASE, FUNCNAME12, PERCENTILE, TEXT_ELEM, THIS, NATURAL, (, IFNULL

  The formula I am using is below..

   

  

  Any help or advice that you are able to give would be great..

   

  From

  Russell

• Graeme Carmichael

  • December 17, 2016 15:48

  Community Moderator

  Russell 

  When creating custom metrics you cannot type the attribute values 'deleted' and 'true'. You must also use the element select tool just as you did with the elements themselves. Look under the 'attribute values' section. 

• Russell Dyas

  • December 17, 2016 18:10

  Hello

  Thank you both for your help.  That solved the issue and now adding into my report etc.

  Once again thank you for your help.

• Gadi Vered

  • January 08, 2017 00:11

  The advice from Joseph lists to use the 'users' attribute.

  The example from Russell shows he is using '# users' metric.

  Whilst I can understand the attribute values from this and another explanation by Joseph (thanks again) - I cannot get it to work with # users.

  I cannot see 'users' either, i can see 'user' as a selectable attribute.

  The results i am getting are the number of unique users who opened at least 1 ticket?

  some of the users that I get definitely opened more than 1, but show as 1.

  Is it because I used the 'user' attribute?

• Amy Dee

  • January 18, 2017 17:00

  Zendesk team member

  Hi Gadi! It looks like there was a typo in Joseph's comment. Sorry about that!

  You figured it out - the attribute is called User, while the metric is called # Users. In this context, you need the User attribute.

  The metric should look like this in the metric editor:

  

  I created this metric in a test account, and it showed me the number of unique users who created at least one ticket during the reporting period (set by a (Ticket Created) date range).

  Hope this helps!

• Diego

  • January 22, 2020 15:41

  This thread is brilliant!

  What is your suggestions to have the amount of tickets opened from every user in a specific amount of time?

   

  Thanks :)

• Brett Bowser

  • January 27, 2020 16:32

  Zendesk Community Team

  Hey Diego,

  You should be able to just use the # Tickets metric along with the User attribute to get what you're looking for.

  Let me know if that doesn't get you the results you're looking for!

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