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How to create one metric where 2 metrics are true

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Abby

Publicado 03 jul 2023

I'm trying to build a report that surfaces new tickets worked by my team. I can report on public comment updates (tickets worked, metric #1) and I have a custom metric that reports on tickets that have gone from unassigned to assigned (new tickets, metric #2). How do I write a single metric to give me ticket IDs where both of these updates are true? 

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    Salim Cheurfi

    Zendesk Customer Care

    Hi Abby, 
     
    The most straight forward way to achieve that would be to use both metrics in a new custom metric with the function AND. 
    The function AND will check if the two metrics returns are true. 
    For example : 
    IF COUNT(Public comments) >0 AND COUNT(Assignee reassignments)>0
    THEN [Update ID]
    ENDIF
     
    Best, 

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