Update # Tickets Metric to exclude Deleted Tickets

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6 Comentarios

  • Vincent Dollet
    Zendesk Product Manager

    Hi Dan,

    Thank you for reaching out.

    In order to simplify data exploration, we are considering filtering out deleted tickets from the "Support Tickets" dataset. This means that you wouldn't have to manually exclude deleted tickets when creating custom metrics/attributes.

    That said, you would still be able to analyse deleted tickets using the "Ticket Events" dataset.

    Would that be addressing your need?

    Kind regards

    Vincent

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  • Dan Ross
    Community Moderator

    Thanks for the quick reply Vincent!

    I think that'd be great! For us, deletion is an admin only process and it needs to have a reason provided by the agent requesting deletion. When they're gone though, we don't want them included in our statistics and data, we actively chose to remove those tickets from our dataset. While our use case won't be the same as other users, I can't imagine any situation where someone would want to include deletions in reports, unless the report itself is about # deletions. 

    Being able to use the Events option to view them makes sense, since the act of deletion is an event. The most we'd care to know about deletions is who did how many in a given timeframe.

    On a somewhat related question, does Explore & Insights include *merged* tickets into reports? They're just closed tickets for the purposes of the reports, right?

     

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  • Vincent Dollet
    Zendesk Product Manager

    Hey Dan,

    Great, we'll keep you updated when "deleted" tickets are no longer visible in the "Support Tickets" dataset.

    Re. "merged" tickets, Zendesk indeed marks the merged ticket as "closed" and adds the tag "closed_by_merge". The merged ticket will still be available as part of the "Support Tickets" dataset.

    Kind regards

    Vincent

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  • Jay Filiatrault

    Hi, has this been added? I'm still seeing deleted tickets in my reporting.

     

    Thanks,

    Jay

    -1
  • Vincent Dollet
    Zendesk Product Manager

    Hi Jay,

    That would be a bug. By default, deleted tickets should not be visible in the dataset "Support: Tickets, Users, Organizations". 

    Could you please send an email to explore@zendesk.com so that we can investigate your issue?

    Kind regards

    Vincent

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  • Alisha Strawbridge

    Hi, we're looking to include deleted ticket data in our reports.

    I don't seem to have access to the same custom opportunities with the Tickets and Ticket updates metrics in explore.

    See with insights I could create a custom metric based on the default metrics and omit the 'exclude deleted data' MAQL 

    Default metric in insights

    Default metric in Explore 
    With Explore, the formula is pretty basic so I don't think there is room for re including deleted tickets

    I have also looked at the activity, 'deletions' in ticket updates but this is also not returning results for soft and hard deleted tickets.


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