GoodData tip: Track your rate of repeat ticket submitters
If you want to track the extent to which customers submit multiple tickets (possibly a good barometer for CSAT, product quality and/or help site effectiveness) you can give this report a try. It has two custom queries:
In the 'What' section of the GoodData config screen for this report, there are two parameters, both of which are based on custom metrics. For info on creating custom metrics, please see page 140 of the attached PDF.
First custom metric
The first custom metric has been titled "> 1 Ticket". Here's the MAQL for this Report-Specific Metric:
SELECT (SELECT # Submitters WHERE (SELECT # Tickets BY Submitter ) > 1) / # Submitters
Second custom metric
The second custom metric has been titled "Submitters". Here's the MAQL for this Global Metric:
SELECT COUNT (Submitter, Ticket Id)
Building metrics and queries in GoodData has a learning curve; if you have trouble, I suggest reaching out to their Support team for assistance. I've had really good experiences with their team.
GoodLuck!
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Hi Michael,
The "grey parts" of the MAQL can be copy/pasted - but all the attributes and metrics (in color) need to be selected from the elements tree on the right side.
You can find a short walkthrough video here: https://support.gooddata.com/entries/25065222-How-to-Create-a-Custom-Metric
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This looks super awesome... but for some reason Gooddata doesn't like the metric MAQL when I move it over. Should I be able to just copy/paste it in? or do I need to build it piece by piece in their custom editor?
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This is a great idea! We track our top 10 most active customers. Every 2 weeks we send the list to the account managers so they can do any necessary damage control if needed :)
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Thanks! I had missed that the second metric is actually required to complete the first and was confused why I couldn't get a "# Submitters" metric. ;)
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I can't find a fact in insights called "Submitters". Is it called something different now? I've found 'Submitter ID (Fact)' but I'm not sure fi that's the same thing.
Michael, it doesn't look like you built this too long ago. Any help?
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When I log into GoodData and head into the Metric Editor, "Submitters" shows for me along the following path:
Attributes>Tickets>Submitter
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If you have Insights, look for "Ticket submitter" instead of "Submitter."
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Thank you so much for this! Would anyone be able to suggest the custom metric I need if I want to see multiple tickets sent by the same submitter on the same day?
In our use case, it's ok if people create multiple tickets over the course of a few months but if they create tickets on the same day, it suggests they emailed for the same issue and probably because they were impatient. Thanks!
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Irene
Create an additional metric:
- # Tickets by Date Created
Defined as:
- SELECT # Tickets by Date (Ticket Created)
Then modify the >1 Ticket Definition to:
- SELECT (SELECT # Submitters WHERE (SELECT # Tickets by Date Created by Ticket Submitter) >1) / #Submitters
Now, just a little caveat. Submitter is not the same as requester. So, if you have many tickets created by Agents or interfaced tickets, this may give you unexpected results. It may be better to replace submitter references to User if that is an issue for you.
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Thank you so much for your reply, Graeme, this is super helpful! And yes, our Risk team creates tickets on behalf of customers and I noticed it impacts on the results :(..I'll try to modify with User! Thank you!
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Hi there,
Can someone please show me a recipe equivalent for Zendesk explore?
Kind regards,
Jordan
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