This Explore recipe shows you an easy way to limit the results returned by a report to give only the data you need. In this case, you'll create a report that returns all tickets that do not have any public comments.
What you'll need
技术水平:Easy
Time Required:10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Updates history, then clickStart report.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseComments>Public comments, then clickApply.
- In theRowspanel, clickAdd.
- From the list of attributes. chooseTicket>Ticket ID, then clickApply.
- From the result manipulation menu (
), clickMetric filter. - On theMetric filterpage, drag the circle on the metric line to0, then clickApply.
For more information, seeSelecting the metric result range.
6 Comments
Hi, if I would like to create a metric on Explore to count only tickets with total comments = 2 and agent comment = 1, how can I do this? thanks
Hello JYO,
This can be accomplished with custom metric. This metric needs to be created in the tickets updates dataset and you would just need your two conditions separated by AND as seen below, let me know how this goes!
If (COUNT(Agent comments) = 1 And COUNT(Comments) = 2)
Then [Update ID]
Endif
Chris H
Technical Support Architect
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Hi,
Is there any way to find, what % of customers update the email before we respond?
Thanks
Hello, Tejas,
Currently, there aren't any available metrics/attributes that would pull up % of customers who update their emails before publicly replying. I understand this is not the answer you were hoping for, but you can up-vote this post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Cheers!
Ahn L. | Customer Support Advocate
Hi
Is there a way to see the "efficiency" only of the tickets that had an agent reply (exclude those with no reply)
Thanks
HiDanyelle Simpson,
Please correct me if I'm wrong but my understanding is you're looking to create a report to only show tickets with comments made by agents? Public comments represent all public comments on a ticket, including both end-user and agent public comments. If you'd like you can opt to use agent replies metric.
The metricAgent repliesrepresents all public comments added to a ticket by an agent, excluding ticket creation. For example, when an agent creates a ticket with a public comment, that first comment isn't counted. This may result in the public agent comment total being higher than the agent replies value. Seethis articlefor more details.
Let me know if this is what you're looking for.
Pleasesign into leave a comment.