Counting Tickets Changed from New to Solved, Filtered by Tag
AnsweredHi,
The below metric works a gem at counting the number of tickets moved from Pending to Solved.
I'd like to change this in two ways:
1) I'd like to change Pending to New to measure tickets that go from New to Solved (this is easy, and I'm sure this isn't what's causing the problem)
2) I'd like to only include tickets that have at least one of 20 tags. I've tried adding " AND Ticket Tag IN (tag1, tag2,....)" but this doesn't filter out anything. Equally, adding a filter directly into the report does nothing.
Please advise how I could get around this.
Many thanks.
-
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).
-
Many thanks Oliver, that cracked it for me.
-
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 (list, of, tags)), 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!
-
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 :-)
-
Do we have a recipe for Explore? I need to extract the ticket count from pending to solved status
-
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!
Please sign in to leave a comment.
6 Comments