Showing only tickets created by an agent

18 Comments

  • Graeme Carmichael
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    Anthony

    If you are using Ticket Submitter as your HOW, 'User Role' will relate to the agent submitting your ticket.

    I

     

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  • Graeme Carmichael
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    Anthony

    Try this:

    SELECT #tickets WHERE User Role in (Agent, Admin)

     

     

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  • Graeme Carmichael
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    I could be very wrong, but I found that where the role condition was not present, I was getting tickets created by end users rather than the agent. Perhaps I as lucky. I hope I have not got that wrong.

    I would suggest that you pick one agent, filter your report to that one person, and add it the Ticket ID to your results. You can now check your results to see which approach works.

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  • Anthony Hobday
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    Thanks Graeme - How would you recommend I represent this in a custom MAQL query?

    I've tried this:

    SELECT # Tickets Created BY Ticket Submitter WHERE User Role = Agent

    But it gives me a far lower number than when I do the following:

    SELECT # Tickets Created WHERE Ticket Submitter IN (Agent1, Agent2, Agent3, Agent4)

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  • Anthony Hobday
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    I've just tried that, Graeme, and I get the following results across the life of our Zendesk account:

    SELECT # Tickets Created WHERE Ticket Submitter IN (Agent1, Agent2, Agent3, Agent4) returns 25,813 tickets

    SELECT # Tickets WHERE User Role in (Agent, Admin) returns 603 tickets

    The second figure is way below the first, so it seems like that MAQL query doesn't return the number of tickets created by an agent.

    I went through with your original suggestion just to see what happened.

    If I set HOW to "# Tickets Created", and then WHAT to "Ticket Submitter", I can see that our agents have, over time, submitter 28,730 tickets. As soon as I add the filter, "User role is Agent or Admin", it drops down to the 603 I saw with the custom MAQL query.

    It seems that just applying that filter cuts out a LOT of the ticket numbers.

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  • Anthony Hobday
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    To be clear, our agents create a ticket, and then set the Requester to the user they're dealing with on the phone.

    In all the time I've seen "User" referred to by Zendesk's internal systems, it has been referring to the Requester.

    So I suspect this is what is happening? I think this means that the "User Role" approach will not work. Really I just want to report on who created the ticket, regardless of who it is assigned to or Requested by now.

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  • Graeme Carmichael
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    Yes, that sounds reasonable. Sorry about that.

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  • Anthony Hobday
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    I have emailed Zendesk support. Seems such a simple task, but apparently not!

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  • Jessie Schutz
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    Hey guys!

    I've also pinged our Support team to see if one our Insights Product Champions might be able to help out with this. The ticket queue is wee bit backed up right now, but hopefully somebody will be able to jump in here shortly. :)

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  • Ivan Lo
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    I'm wondering if this was figured out by the Zendesk support as I'm facing the same issue.

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  • Anthony Hobday
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    Here's the response I got when I emailed support, Ivan:

    The method I would recommend (given that you only have 17 agents) would be creating a filtered variable for Ticket Submitter. You can navigate to Good Data from the Insights reporting tab, and navigate to Manage > Variables > Create Variable:

    Make sure the variable is a filtered variable, and the attribute is Submitter. You'll have to select each of your agents manually as a default value to create the variable, but each agent can be selected without having to navigate through the elements column on in the metric editor.

    This would essentially function the same way as the metric you tested that listed each individual agent as an attribute value for Ticket Submitter; however, it would allow you to re-use the variable in other reports. Once it's been set up, it's just a matter of creating a report for # Tickets Created, and adding the variable as a filter:

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  • Anthony Hobday
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    The method we ended up using was to add a "Source" drop-down custom field to the tickets, and set this when a ticket is created. We have entries for "Created by Agent", "Email", "Voicemail", etc. This helps with reporting a lot, because it's simple to filter by this field.

    The downside, of course, is that you have another ticket field, though it's not one the agents have to worry about filling out.

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  • Ivan Lo
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    Hi Anthony, thanks for the update!

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  • Dan Ross
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    Did anyone ever find a way to do this in insights? It seems the ticket submitter attribute is disconnected from the User filter, making this difficult.

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  • Heather Rommel
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    @Dan et al,

    I don't know if this will help you, but we created a trigger that adds a tag when an agent is submitting the ticket via the web (aka normal agent behavior).  The trigger fires when the ticket is created, AND current user is an agent, AND Channel is Web form.  

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  • Dan Ross
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    Hey Heather,

    That's a good idea, I may use that one to give us better details about the proportion of user submitted vs agent submitted tickets. Tag reporting in InSights is a bit of a chore, I'll have to see if I can figure out how to tie the tag to the User filter on the dashboard so we can see who put that tag there. 

    Thanks!

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  • Amanda Wagner
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    Have there been any updates on this functionality? We will go ahead and create a trigger to add a tag if there hasn't been any functionality added. A lot of the reporting that my team needs is dependent on whether the end-user created the ticket or an agent created on their behalf. Unfortunately, we've discovered this a little too late and have several months of mostly useless data.

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  • Heather Rommel
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    @Amanda,

    I don't think they've updated functionality.  I hope a tag like agent_created will work for you. I feel your pain!

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