Creating calculated metric with ticket custom fieldAnswered
I'm trying to recreate some of our Insights metrics which use custom fields but can't figure out how to do so. Does anyone know how to create a formula that does a distinct count of tickets created for a specific ticket custom field?
Our formula in Insights is:
SELECT # Tickets WHERE Ticket Group IN (Open Access) AND #Manuscript title <> - AND Test <> true
I tried following this https://support.zendesk.com/hc/en-us/articles/360047452734-Explore-recipe-Count-of-tickets-for-a-custom-ticket-field-value, but I end up with a table and not a metric.
In Explore, numeric fields are considered as a metric. So you would need first to convert #Manuscript title, which seems to be a numeric field, as an attribute. This article explains how to do it:
Once you converted #Manuscript title to an attribute, we can use it to build this metric:
IF ((([Ticket group] = "Open Access") AND ([Manuscript title] != "-" ) AND ([Test] != TRUE))) THEN [Ticket ID] ENDIF
You can directly copy paste this metric. Here are more information about creating metrics:
I hope this helps!
Thanks for this. Our #Manuscript title ticket custom field is not numeric it's text (sorry should have been more specific). Is it still possible to do this using a text field? It would basically be counting all of the tickets where this field has been filled in.
I used the formulas here and I noticed that the calculated custom metric is providing 1 and 0 values. Is there a way to filter the metric to show 1 only.
Have a look at the metric filter article here.
Hope that helps
That helps. Thank you!
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