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Incoming Contact Reporting - Emails

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Virgin Experience Days

Posted May 19, 2021

Hi

I'm trying to ensure my reporting on incoming contact is correct to make sure I have the right amount of staffing

We are reporting the usual stats such as Tickets Created, Public Comments (by advisors), Tickets Solved etc

We are also tracking the volume of new, open, pending & on hold tickets 

The measure I cant seem to get is the number of customer replies that are coming back in... these contacts wouldn't be counted under 'tickets created', as the ticket is in an 'Open' status and was previously responded to by and advisor and prior to the customer replying it would have been in a pending status. So I think I need to report on how many tickets have changed from Pending back to 'Open' but I cant seem to get this to work?

Can anyone point me in the right direction?

Thanks 

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    Gab Guinto

    Zendesk Customer Care

    Hi Claire,

    You can create this report under the Ticket updates dataset. If you're building your query around the default metric End-user updates, then you can apply these filters:
    - Changes - Field name = status
    - Changes - Previous value = pending
    - Update ticket status = open

    Alternatively, you can create a custom metric with this sample formula:

    IF [Updater role]="End-user"
    AND ([Changes - Field name]="status"
     AND [Changes - Previous value]="pending"
     AND [Changes - New value]="open")
    THEN [Update ID]
    ENDIF
    This will allow you to use the metric along with other metrics in a report.

    Hope this helps. Thank you, Claire!

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