I would like to be able to count only tickets from a single end user per agent



  • Hillary Latham
    Community Moderator

    Hey Monica - how do you know that two tickets are the same issue? 

  • Cheeny Aban
    Zendesk Customer Care

    Hi Monica,

    Unfortunately, there is no native way to do that yet. Every ticket created is counted on our system. Alternatively, you can merge the tickets and then exclude the merge tickets from your report. You can check more information on Explore recipe: Excluding tickets closed by merge

    Further, we understand your need for this functionality so I am marking this conversation as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

    All the best



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