• Dane

  • 2 de marzo de 2022 09:45

  Zendesk Engineering

  @Francisco, 
   
  For a similar recipe, you can refer to Analyzing agent ticket touches. Use the metric, multi touch tickets and attribute Ticket Type (In your case, use Issue Type). Please be reminded that Ticket type is the available attribute on my end. You can also remove the Ticket ID attribute on this example. 
   
  
  

  You can change the visualization to the format you prefer. Lastly, you can extract the top 10 results by Result Manipulation.

   

  3

• Simon King

  • 18 de marzo de 2022 14:47

  Hello, is there a way of finding out the average touches per ticket?

• Dave Dyson

  • 19 de marzo de 2022 03:12

  Hi Simon –
   
  Yes, there is! 
   
  

  1. Create a new query using the Support: Updates history dataset. 
  2. In the Metrics, panel, add Updates > Updates and Tickets > Tickets created. 
  3. Then go to Result manipulation on the right-hand toolbar, and select Result metric calculation. 
  4. Click Add a new metric, call it something like "Touches per Ticket", and enter D_COUNT(Updates) / COUNT(Tickets created) (you can click the dropdown next to "Insert" select "a metric", and these two metrics will appear -- you'll need to enter the slash for division yourself)
  5. At this point Explore should add your Touches per Ticket to the query, but it may choose a format other than table – if that happens, click Visualization type in the right-hand toolbar and select Table.
  6. The last thing you'll probably want to do is add a decimal point to your calculation to get a little more detail – to do this, click Chart configuration in the right-hand toolbar, select Display format, then in the dropdown next to Touches per Ticket, select Custom, and bump up Decimal place to 1 (or whatever you like).

   
  Hope that helps!
  
• jamesjordan

  • 19 de marzo de 2022 07:12

  Hello, is there a method to calculate the average number of touches each ticket? Can i use For Any Problem

• Gab Guinto

  • 14 de abril de 2022 09:16

  Zendesk Customer Care

  Hi James,
   
  You can use any of the metrics for agent touches (How do I measure agent touches in Explore?) and perform calculations similar to Dave's sample above. But, if what you need to see the actual number of touches per each ticket, then you can slice your filtered data by adding Ticket ID under Rows. The table should then show the number of updates/touches on each ticket. If you need to further filter your report by Ticket type, then you can add the Ticket type attribute as filter, and select Problem.
  

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