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Explore Count solved Tickets without public reply

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Kevin Rahe

Posted Mar 14, 2024

Hi, 

I want to setup a reporting to count all tickets updates that set ticket state to "solved" wihtout public reply from the agent to the customer. 
Sample usecase is that the customer answers with "Thank you" after Ticket has been solved by the agent, which opens the ticket again. This event needs to be counted as a sepreate metric.

I hope I was able to convey my demand.

Best

Kevin

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2 comments

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    Salim Cheurfi

    Zendesk Customer Care

    Hi Kevin,
     
    If you want to report on ticket updates when a ticket is solved without public reply from the agent the best would be to create a custom metric.
     
    For example :
     
    IF [Update ticket status] ="solved"
    AND [Comment public]= FALSE
    AND ([Updater role]="Agent" OR [Updater role]="Admin")
    THEN [Update ID]
    ENDIF
     
    This calculated metric will give you all the updates without public comment done by an agent or admin on solved ticket (for example if an enduser replies to the agent saying thank you and the agent solve the ticket without replying or just adding an internal note)
     
    I hope this helps

    -1

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    christy hernandez

    Hello NY State of Health MarketplaceKevin Rahe,

    Certainly! To set up a report that counts all ticket updates that change the ticket state to “solved” without a public reply from the agent, you can create a custom metric in your customer support software. Here’s a general approach you might follow.

    Navigate to the reporting section of your customer support software.
    Look for an option to create a new report or a new metric.
    You’ll want to create a metric that counts tickets where the status is set to “solved” and there are no public replies. The formula might look something like this.
    IF (Status = "Solved" AND Public_Replies = 0) THEN
     COUNT(Tickets)
    ENDIF
    You may need to apply filters to exclude tickets that were reopened due to a “Thank you” message from the customer.
    Save your custom metric and run the report to see the count of tickets that meet your criteria.
    For specific instructions tailored to your customer support software, you can refer to the documentation or help resources provided by the software vendor. If you’re using Zendesk, for example, they offer an Explore recipe that guides you through creating a metric for solved tickets with no agent reply.

    I hope this helps you set up the reporting you need!

    Best regards,
    NY State of Health Marketplace

     

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