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How to report on Average ticket updated w/comment?

Answered
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Irene

Posted Dec 20, 2021

Hello!

I'm reporting on averages for our team, but the option to report on Average ticket updated w/comment isn't available. Is there any reason for it? And does anyone have any workaround for this?

So far I've been able to report on average created and average solved, but getting the average of tickets updated with a comment would be very relevant for our team.

 

Thankful for your answers!

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    Gab Guinto

    Zendesk Customer Care

    Hi Irene,
     
    If you're looking to calculate for the average daily count of tickets updated with comments similar to the default metrics for average tickets solved and tickets created from the Tickets dataset, then you'll have to build a custom metric. Unlike the metrics Tickets created - and Tickets solved - Daily average, the custom metric should be under the Ticket updates dataset. Here's a sample formula:
    D_COUNT(Tickets updated w/comment)/DCOUNT_VALUES([Update - Date])
    Unfortunately, it is not possible to create this metric with the Tickets dataset. If you need to have all the three average metrics in the same query/table, then you'll need to build two other metrics for average tickets created and solved in the Ticket updates dataset. You can use a similar formula for these – just replace the default metric referenced within the formula. Example, for tickets created - daily average:
    COUNT(Tickets created)/DCOUNT_VALUES([Update - Date])

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