In this recipe, you'll learn how to create a report for messaging tickets by the ticket channel.
Tip:You can also use theTicket channelattribute as adata filterin any report to show tickets only from specific channels.
What you'll need
Skill level: Intermediate
Time required: 20分钟
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving users access to Explore)
- Messagingis enabled
Creating the report
In this report, you'll create a custom standard calculated metricto calculate the number of messages that were created by channel.
To create the report
- In Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickChat>Chat - Messaging tickets,然后单击Start report.The report builder opens.
- In theCalculations ()menu, clickStandard calculated metric.
- On theStandard calculated metricpage, enter a name for your metric. In this example, we'll be reporting on Instagram messaging tickets.
- In theFormulafield, enter or paste the following:
IF [Ticket channel] = "Instagram Direct" THEN [Ticket ID] ENDIF
所有channe的列表ls in Explore, seeUnderstanding ticket channels in Explore.
Your standard calculated attribute will look like the following image:
- In theMetricspanel, clickAdd.
- From the list of metrics, clickCalculated metricsand select the metric you created.
You can use date attributes in this report to filter the results by a specific date range. For more information, see
Editing dates and date ranges.
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