David Stalker

Glad it was useful!

Hey Kyle, 

That selector comes from the attribute that's in the rows section on the left of the screen.(i.e. Ticket created - Year in this case). If you're building a report like this but not seeing any options, you may have to go to the Chart configuration menu (the paintbrush icon on the right of the screen) and click on the Row Selector submenu. This will give you various options to display and/or control the selector on the chart itself.

This is a great question; I've had similar thoughts myself and I'll be interested to see if anyone has any good ideas.

The only way I was able to get there was to pull a count of all tickets created within a given date range by Requester, then to apply a metric filter to only show Requesters with a count of 2 or more, and then to sort by ticket count in descending order.

Depending on the date range you're using, that alone could be a huge number of rows so it may not be possible to add the Ticket ID there. If you add Ticket ID and the report won't display, you should be able to export the results and view the whole list in a spreadsheet. Or you could make Ticket ID drillable, then you could click into the Ticket Count for each Requester to get a list of their Ticket IDs.

Hope that's useful and, again, interested to see if anyone else has other ideas! 

Thanks, Shawna!

I often use multiple Result Metric Calculations in my reports, especially for their ability to calculate “rolled up” values correctly (as far as I know the ONLY way to achieve this in Explore!) but I often find myself needing to rearrange the order of these metrics.

The only way I know of to do this is to delete any existing metrics and recreate them in the order that you actually want them. This can create a LOT of repetitive work, especially if you add a new one at the end of a long list and you just know that it really needs to be at the top of the list! 

Seems like it should be an easy win to add the ability to drag-sort the something like the list of collapsed metrics in the first screenshot below to achieve any order you like. Alternatively, having up/down arrows in the expanded view of a single metric (see second screenshot) would be an effective (if slightly clunkier) way to achieve the same benefit.

Hey Michael Bui, 

I've never done this myself but I've read that—as long as the ticket hasn't closed—the client can go back to the email where they clicked on the rating and click the correct option. Unfortunately, if the ticket has moved to Closed, this won't work since the ticket is “locked” and can no longer be edited.  

Hey Elizabeth,

There's no gradation of percentage per ticket. A “good” ticket = 100% and a “bad” ticket = 0%.

In your first image, there are 3 “good” tickets out of a total of 4 rated tickets: 3/4 = 75% 

In the second image, there are 10 “good” tickets out of a total of 11 rated tickets: 10/11 = 90.9%

Hope that helps.

Hi Joe,

Instead of the Trend option for the percentage metric, select the Dual axis option.

Then you will be able to change the Secondary axes options from the Chart configuration button (the paintbrush) on the right. You can change the min. and max. for the secondary axis to alter how high the line is presented on your chart.

Hope that helps.

Hi Ilaria,

Instead of creating a custom metric, have you tried creating a custom attribute?

I've had success reporting on tags this way and it would allow you to create your reports and filter by the new attribute or even to create a single report sliced by that attribute so you could show counts for both tags in a single report.

The attribute I would build would look something like this:
IF (INCLUDES_ALL([Ticket tags],"tag_1")) THEN "Tag 1"
ELIF (INCLUDES_ALL([Ticket tags],"tag_2")) THEN "Tag 2"
ELSE NULL
ENDIF

As I say, you could then use this attribute to filter your report and/or add it to rows or columns to separate your counts for “Tag 1” and “Tag 2” tickets.

Hope that's helpful.

Glad it helped, Irene! Good luck!