How to agregate by metrics value / Show range (amounts of calls or tickets) per customer



  • Dave Dyson
    Hi Raphaël –
    I've moved your post to our Q&A topic since you're looking for a solution. Since you're looking to understand if you got the answer right the first time or not, I think you might be better served by looking at the % One-touch tickets metric, which shows the percentage of tickets that were solved after only one agent reply. This metric is shown in the Tickets tab of the Zendesk Support dashboard, but you could of course build your own report and break that number down by channel, requester, or any other ticket attribute. 

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