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How to create one metric where 2 metrics are true

Answered


Posted Jul 03, 2023

I'm trying to build a report that surfaces new tickets worked by my team. I can report on public comment updates (tickets worked, metric #1) and I have a custom metric that reports on tickets that have gone from unassigned to assigned (new tickets, metric #2). How do I write a single metric to give me ticket IDs where both of these updates are true? 


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Salim Cheurfi

Zendesk Customer Care

Hi Abby, 
 
The most straight forward way to achieve that would be to use both metrics in a new custom metric with the function AND. 
The function AND will check if the two metrics returns are true. 
For example : 
IF COUNT(Public comments) >0 AND COUNT(Assignee reassignments)>0
THEN [Update ID]
ENDIF
 
Best, 

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