Update # Tickets Metric to exclude Deleted Tickets
CompletedHi Explore team,
I was running data & metric definition comparisons between Explore and Insights as we strive to replicate our reports in Explore.
I came across a pretty important distinction in the # Tickets Metric.
Insights (GoodData) defines it as:
SELECT COUNT(Ticket Id, TicketTagId) WHERE Ticket Status <> Deleted AND Ticket Tag Deleted Flag <> true
Explore defines it as:
[Ticket ID]
This means that when Explore counts # Tickets, it's a fundamentally different evaluation as it is counting Deleted Tickets. I've made a calculated Metric to mirror what Insights (correctly, IMO) evaluates.
IF ([Ticket Status]) != "Deleted" THEN [Ticket ID] ENDIF
Deleted tickets should never be counted unless specifically included in the metric or query.
Can the # Tickets metric in Explore be updated to match the Insights metric by default?
Thanks for considering!
-
Hi Dan,
Thank you for reaching out.
In order to simplify data exploration, we are considering filtering out deleted tickets from the "Support Tickets" dataset. This means that you wouldn't have to manually exclude deleted tickets when creating custom metrics/attributes.
That said, you would still be able to analyse deleted tickets using the "Ticket Events" dataset.
Would that be addressing your need?
Kind regards
Vincent
-
Thanks for the quick reply Vincent!
I think that'd be great! For us, deletion is an admin only process and it needs to have a reason provided by the agent requesting deletion. When they're gone though, we don't want them included in our statistics and data, we actively chose to remove those tickets from our dataset. While our use case won't be the same as other users, I can't imagine any situation where someone would want to include deletions in reports, unless the report itself is about # deletions.
Being able to use the Events option to view them makes sense, since the act of deletion is an event. The most we'd care to know about deletions is who did how many in a given timeframe.
On a somewhat related question, does Explore & Insights include *merged* tickets into reports? They're just closed tickets for the purposes of the reports, right?
-
Hey Dan,
Great, we'll keep you updated when "deleted" tickets are no longer visible in the "Support Tickets" dataset.
Re. "merged" tickets, Zendesk indeed marks the merged ticket as "closed" and adds the tag "closed_by_merge". The merged ticket will still be available as part of the "Support Tickets" dataset.
Kind regards
Vincent
-
Hi, has this been added? I'm still seeing deleted tickets in my reporting.
Thanks,
Jay
-
Hi Jay,
That would be a bug. By default, deleted tickets should not be visible in the dataset "Support: Tickets, Users, Organizations".
Could you please send an email to explore@zendesk.com so that we can investigate your issue?
Kind regards
Vincent
-
Hi, we're looking to include deleted ticket data in our reports.
I don't seem to have access to the same custom opportunities with the Tickets and Ticket updates metrics in explore.
See with insights I could create a custom metric based on the default metrics and omit the 'exclude deleted data' MAQL
Default metric in insights
Default metric in Explore
With Explore, the formula is pretty basic so I don't think there is room for re including deleted tickets
I have also looked at the activity, 'deletions' in ticket updates but this is also not returning results for soft and hard deleted tickets.
Please sign in to leave a comment.
6 Comments