• Official comment

  Joseph Black

  • January 07, 2016 20:24

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  Hi Stephanie,

  For this you'll need to build a custom metric utilizing a connection point. Like the following, for example:

  • SELECT COUNT(Ticket Id, Ticket Updates) WHERE Public Comment = True AND Updater Role IN (Agent, Admin)

  The "Ticket Updates" part of the aggregation is more-or-less saying "count the number of unique Ticket Ids from the perspective of the Ticket Updates dataset". This will count each ticket only once no matter how many updates occurred on that ticket. Additionally, it will automatically filter out tickets where no updates occurred. (If there is no data in the connection point then you have no starting place to view the Ticket Id dataset from.)

  I hope this helps. Let me know if you have any questions.

• Stephanie Phillips

  • January 07, 2016 20:39

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  Hi Joseph,

  This is super helpful. I'm having trouble creating the custom metric though, getting an error of 

  Unexpected 'T'. Expecting: ELEM_IDENTIFIER, IDENTIFIER, TEXT_ELEM, OBJECT

   

  I haven't gotten that error before so I'm not sure how to trouble shoot. 
• Joseph Black

  • January 07, 2016 20:49

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  Stephanie,

  You'll need to select the correct elements from the list on the right of the metric editor. These reference specific data objects in your specific account so you won't be able to type out a metric from scratch.

  For more information you may want to take a look at GoodData's documentation about it here: https://help.gooddata.com/display/doc/Create+a+Metric (starting at the "Custom Metric Editor" bit).

• Gadi Vered

  • January 01, 2017 23:03

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  Hi Joseph,

  
  Trying to get this to work but cannot find Agent or Admin on the list from the right side.

  Has something changed?

  It should be an attribute right?

• Joseph Black

  • January 02, 2017 21:13

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  Gadi,

  The attribute is "Updater Role" while the Agent and Admin selections are under that folder in the Attribute Values section.

• Gadi Vered

  • January 07, 2017 15:21

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  Thanks for the help Joseph, that did the trick.

• Olivier Scialom

  • February 13, 2020 01:47

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  Hi, I can't make this work. 

  I have followed all steps: 

  • What > Metrics > Create custom > Advanced
  • Select Metrics/Attributes/Labels from Metrics Editor on the right

  The error I get is:

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

   

  As you can see below in Screenshot. 

   

  Hope you can help, thanks in advance,

   

  Olivier

   

  
• Graeme Carmichael

  • February 13, 2020 09:05

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  Olivier

  It looks like you have typed the word 'true' into the metric editor rather than use the elements pane on the right hand side. I know it is annoying. You have used the pane for the other parts of your formula, but you need to do the same for the 'true' word as well.

  Go to attribute values...

  

  Search for public comment...

  

  Then select true...

  

• Olivier Scialom

  • February 13, 2020 17:23

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  Thanks Graeme, 

  The metric could now be saved and displayed in report. 

  My questions now are:

  1) Difference in results vs standard Zendesk Ticket Updates report: Why are the results so different compared to the standard "Ticket updates" report in Zendesk Report section (see SS below). I'm looking at same agent (Reyna Jerónimo) and same time period (last 7 days). 

  The report with custom metric as calculated shows 1453 tickets updated while standard Zendesk report shows 3,541 interventions, more than double. 

   

  2) Unique tickets: could it be because this custom metric definition suggested in this thread counts UNIQUE tickets updated and the standard report shows total ticket updates by agent? 

  I'd actually prefer to count all ticket updates by agent, not just unique tickets because several interventions on same ticket is still one measure of volume/productivity of an agent. 

   

  Screenshots below, if it is of any help this is the report link: https://analytics.zendesk.com/#s=/gdc/projects/kf75gqlhimv0tb9uxrj1td5hoop8r1b0|analysisPage|/gdc/md/kf75gqlhimv0tb9uxrj1td5hoop8r1b0/obj/2948570|/gdc/md/kf75gqlhimv0tb9uxrj1td5hoop8r1b0/obj/2943973|yui_3_14_1_1_1581613274917_75897

  GoodData Custom metric definition: 

  

  GoodData Report config: Last 7 days

   

  

   

  Data in standard Zendesk "Ticket Updates" report for same agent and period:

  

   

• Graeme Carmichael

  • February 18, 2020 15:46

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  Olivier

  Agent touches in the Support Reporting Overview counts any ticket update. So if an Agent has one ticket and changes the status, submits the change then changes the status again and submits the change, you have one ticket with two changes.

  Your custom metric only looks for public comments by Agents and Admins. It would not count status changes as an update.

  A closer metric to the Reporting Overview is the built in metric # Ticket Updates, defined as:

  

  There will be timing differences between your Insights report and the Reporting Overview in Support, but they should match up.

   

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