Sum of agent replies on tickets with a particular tag in Zendesk Explore
Hi there,
I'm fairly new at Zendesk Explore reporting and I've tried searching for an example but I'm struggling to find one.
I want to include SUM(Agent replies) in a report, but only for tickets with a particular tag. Because of how the report is set up, I don't want to do this with a report filter (as I don't want the filter to affect other metrics. Specifically, I want to compare this filtered by tag SUM(Agent replies) to the overall unfiltered SUM(Agent replies) How would I set this up? I think it would be a calculated metric, but I'm struggling to find an example to work with.
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Hi Phaedon,
I do believe that, as you mention, the best way to achieve this would be to create a metric, which could then be used alongside others instead of filtering an existing metric's results.
I've come up with a formula that returns the number of public agent replies on a ticket, but only if the ticket contains a particular tag:
IF (INCLUDES_ALL([Ticket tags], "tag_name"))
THEN VALUE(Agent replies)
ENDIF
In order to obtain a subset of tickets that contain a tag, multiple tags or any tag from a specific collection of tags, you can use the formulas included in this article, which I used as reference. You can return the tickets themselves or any other attribute or metric related to the tickets that meet the criteria.
Hope this helps!
Best regards,
Fran -
Thank you Fran!
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