Counting Tickets Changed from New to Solved, Filtered by Tag

Answered

6 Comments

  • Oliver Knigge

    Hi,

    I think you have to create separate metrics for every single tag to report or filter on specific tags. Refering to this article: https://support.zendesk.com/hc/en-us/articles/229244588-Reporting-on-ticket-tags

    The metrics should look like this:

    METRIC1:
    SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = your_tag),0)

    (Replace your_tag with the tag you want to use in the report.)

    Then you can use these metrics combining AND/OR like this:

    ....SELECT COUNT...... WHERE ... AND ... AND ... AND ((SELECT #METRIC1 BY Ticket Id)=1 OR (SELECT # METRIC2 BY Ticket Id)=1 OR (SELECT # METRIC3 BY Ticket Id)=1).

     

    1
  • Jude

    Many thanks Oliver, that cracked it for me.

    0
  • Amy Dee
    Zendesk team member

    Hi Jude! Oliver sent you to the right place - that's definitely the approach you'll need.

    Since you're interested in tickets that have at least one of a large list of tags, you could combine them in your tag filtering metric - SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN (listoftags)), 0)

    This would allow you to see tickets that had any one of the listed tags, or tickets that have none of the listed tags. You only need to stack separate filtering metrics if you need to see tickets that have all of the tags on your list.

    I hope this helps! Happy reporting!

    1
  • Jude

    Thanks Amy, you're quite right and that's exactly what I did in the end, learned from a previous comment of yours that helped me :-)

     

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  • Sheryl Fontanilla

    Do we have a recipe for Explore? I need to extract the ticket count from pending to solved status

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  • Brett Bowser
    Zendesk Community Team

    Hey Sheryl,

    Can you try the metric formula mentioned by Nhia in this comment: Recipe required for ticket status changes

    I believe that should get you the results you're looking for.

    Cheers!

    0

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