Help with explore report customization - metrics and attributes

1 Comments

  • Elaine
    Zendesk Customer Care
    Hello Vanessa,
     
    I recommend trying out the formula provided in the article to exclude pending and on-hold status, and then you can create a calculated attribute for filtering out tickets with "aircall" tags. Use the following formula:
     

    IF (NOT INCLUDES_ANY([Ticket tags], "aircall")) THEN True ELSE False ENDIF

     
    After creating this attribute, add it as a filter in the report and select "True." This will effectively exclude all tickets that have "aircall" tags.
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