Most frequent number of tickets

2 Comentários

  • Nicole S.
    Zendesk Community Team

    Hi, Gerard, and welcome to the Zendesk Community!

    I'm going to move your post over to the Explore Q&A topic, to give it a bit more visibility by our Explore experts.

    To get started on answering your question, can you tell me a bit about how you are tracking what your tickets are about? Do your agents apply a tag or complete a mutiselect field or something in order to mark what the topic of the ticket is?

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  • Hillary Latham
    Community Moderator

    Hey Gerard, we have some discrete form fields that our agents fill out to help categorize tickets.  We produce software, so our fields are software module and resolution type.  The module are to group common areas we get questions about and the resolution type is to pick up the type of work we did on a ticket.

    My other thought is that if you have key words in your ticket subject, you can create metrics based on that.  You could create a custom metric for subject contains "password reset" then make a metric to report on those types of tickets.  You cannot do the same for comments - comments are not in Explore datasets.

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