What's my plan?

Explore is designed to slice and dice data by categories and fields, but sometimes you need a random selection of tickets to undertake an audit. This recipe uses the Support: Tickets dataset to pull a random selection of tickets, which you can then use to audit individual agents or ticket groups.

This article contains the following topics:

• What you'll need
• Returning a random selection of tickets
• Auditing individual agents
• Auditing ticket groups
• Next steps

What you’ll need

技术水平:Intermediate

Time required:15 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (seeGiving agents access to Explore)
• Ticket data in Zendesk Support

Returning a random selection of tickets

1. In Explore, click the reports () icon.
2. In the Reports library, clickNew report.
3. On theSelect a datasetpage, clickSupport>Support - Tickets,然后单击Start report. The report builder opens.
4. Click theCalculations() menu >Standard calculated metric.
5. Name this metricRandom.
6. In theFormulafield, enter the following:

   RANDOM()

   Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language.
7. ClickSave.
8. Apply any necessary filters, like date range, group, channel, or satisfaction rating.
9. In theMetricspanel, clickAddand add your calculated metric.

From here, you can auditindividual agentsorentire ticket groups根据你的需要s.

Auditing individual agents

1. In theRowspanel, clickAddand addAssignee name.
2. Next toFilters, clickAddand addAssignee role.
3. Click theAssignee rolefilter (the gray box) and selectAgentand/orAdminas appropriate based on your auditing needs.
4. From theResult manipulation() menu, selectTop/bottom.
5. In theTopfield, specify how many results you want per assignee.
6. In theStrategyfield, selectPer block on rows.
7. In theRowspanel, clickAddand addTicket ID. This gives you a "top X" tickets per person based on your random metric.
   Note:Adding any other metric or attribute will change the ticket IDs displayed.

From here, you can click the ticket ID and selectOpen linkto look at the ticket. Alternatively, you can click the drop-down arrow next toSaveand chooseExportto create a CSV or Excel file with your results.

Auditing ticket groups

1. In theRowspanel, clickAddand addTicket group.
2. From theResult manipulation() menu, selectTop/bottom.
3. In theTopfield, specify how many results you want per group.
4. In theStrategyfield, selectPer block on rows.
5. In theRowspanel, clickAddand addTicket ID. This gives you a "top X" tickets per group based on your random metric.
   Note:Adding any other metric or attribute will change the ticket IDs displayed.

From here, you can click the ticket ID and selectOpen linkto look at the ticket. Alternatively, you can click the drop-down arrow next toSaveand chooseExportto create a CSV or Excel file with your results.

Next steps

For more information about the metrics and attributes you can use with the Tickets dataset, seeMetrics and attributes for Zendesk Support.