Sum of agent replies on tickets with a particular tag in Zendesk Explore


2 Comentários

  • Fran
    Zendesk Customer Care
    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)

    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,
  • Phaedon

    Thank you Fran!


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