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Is there a report metric that counts solved tickets excluding child tickets?

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Rita Johnston

Data ultimo post: 28 giu 2024

Hello, 

As part of the onboarding process for new hires, we create onboarding tickets that include up to 5 child tickets each. The child tickets are assigned to other departments and they solve them out individually. I would like to create a report of the onboarding tickets assigned to (and solved by) just my department, but when I put in the metric “Solved tickets” it counts the parent and child tickets. I can't figure out how to build a metric for a report that excludes child tickets. Is this possible?

Hope this makes sense. Your advice is appreciated!

Thanks!

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    Davor Japunčić

    Hey, yeah, you can give this a shot! 

    Please make sure you read this article: https://support.zendesk.com/hc/en-us/articles/4408836190362-Writing-Explore-formulas 

    • Open Zendesk Explore:
      • Navigate to Zendesk Explore from the product tray.
    • Create a New Query:
      • Go to the Queries section and click New query.
      • Select the Support: Tickets dataset.
    • Create a Custom Metric:
      • Go to Calculations > Standard calculated metric.
      • Name the metric, e.g., "Solved Parent Tickets".

    • Define the Custom Metric: Use or customize the following formula to exclude incident tickets and only count solved parent tickets:

      IF ([Ticket type] != "Incident" AND [Status] = "Solved") THEN [Ticket ID] ENDIF

    • Add the Custom Metric to the Query:
      • Add your custom metric "Solved Parent Tickets" as the metric to be counted in your query.
    • Filter by Assigned Group:
      • Use the Filters panel to add a filter for your department or assigned group. This ensures that only tickets assigned to your department are included in the report.
    • Apply Additional Filters:
      • If needed, add any additional filters, such as specific ticket types, creation dates, etc.

    Best of luck! 

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    Rita Johnston

    Thank you so much, Davor!  I'll give it a try : )

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