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Incorporating a custom field into a custom standard calculated metric

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engineering

Posted Mar 06, 2024

Hello, 

I have tickets where our support agents need to select the escalation level in a custom field. I need to find the percentage of tickets closed at our Tier 1 level. How could I create a formula that would be the following logic?

Number of tickets with Custom field value "Tier 1" divided by total tickets. 

Thanks

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    Mike DR

    Zendesk Customer Care

    Hi there!
     
    I created ticket for this so we could better discuss the concern.

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