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How to show only tickets that are part of the metric

Answered


Posted Dec 15, 2023

I'm fairly certain that when this gets answered I'm going to say "of course, that was a dumb question" but here it is...

I've created a metric for tickets that have had >5 touches. 

I've created a report with that as the chosen metric.

The filters are for a certain group and a certain date range.

If I put "Ticket ID" as one of the attributes, I get a list of ALL tickets that meet the filter criteria as well as a column for the metric with a "0" or "1" representing, as we know, whether or not that ticket met the criteria of the metric.

What I WANT to see is only tickets that are part of the metric, i.e. only those that the metric column shows a '1'.

Maybe it's because I'm doing this late on a Friday and my brain has stopped working but I just can't get the results I want.

Any help would be appreciated


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2 comments

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Noly Maron Unson

Zendesk Customer Care

Hi MineralTree,

What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0. 

Hope this helps.

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That nailed it. One of the problems I was having was that I TRIED Metric filter but I couldn't figure out how to get rid of the low value of '0'. I couldn't move the slider. This time I clicked on the 0 and it became an editable field.

Thank you!

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