Incoming Contact Reporting - Emails

1 Comments

  • Gab
    Zendesk Customer Advocate

    Hi Claire,

    You can create this report under the Ticket updates dataset. If you're building your query around the default metric End-user updates, then you can apply these filters:
    - Changes - Field name = status
    - Changes - Previous value = pending
    - Update ticket status = open

    Alternatively, you can create a custom metric with this sample formula:

    IF [Updater role]="End-user"
    AND ([Changes - Field name]="status"
    AND [Changes - Previous value]="pending"
    AND [Changes - New value]="open")
    THEN [Update ID]
    ENDIF
    This will allow you to use the metric along with other metrics in a report.

    Hope this helps. Thank you, Claire!

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