在这个探索食谱,您将学习如何创建a report that shows the number of tickets being created by agents and end users.
What you'll need
Skill level:Moderate
Time Required:20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports (
) icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Updates history, then clickStart report.The reportbuilder opens.
- Now, createStandard calculated metricsto count the number of agent created tickets and the number of end-user created tickets.ClickCalculations (
),then clickStandard calculated metric.
- Copy the formulas below and paste each into the metric editor. Add a title for each metric likeTickets created by agentsandTickets created by end-users.The completed metrics will look like the screenshots below. Ensure you clickSaveeach time you create a metric.
IF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL)
AND ([Updater role] = "Admin" OR [Updater role] = "Agent"))
THEN [Update ID] ENDIFIF (([Changes - Field name]="status" AND [Changes - Previous value]=NULL) AND
([Updater role] = "End-user")) THEN [Update ID] ENDIF
Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language. - In theMetricspanel, clickAdd.
- From the list of metrics, expandCalculated metrics,click the custom metrics you created,Tickets created by agentsandTickets created by end-users,then clickApply.
- Ensure the metric aggregators for your custom metricsareset toCOUNT. For more information, seeChoosing metric aggregators.
- In theColumnspanel, clickAdd.
- From the list of attributes, chooseTime - Ticket created>Ticket created - Month,then clickApply.
- Click theTicket created - Monthattribute and set the date range toThis year.SeeEditing dates and date rangesfor help setting a different date range.
- ClickVisualization type(
), then selectColumn.
- ClickChart configuration(
), then clickChart.
- On theChartpage, enableStackedandStacked: Percentage.Ensure that no other settings are ticked.
- ClickChart configuration(
), then clickDisplayed values.
- On theDisplayed values page,changeShow valuetoShow. ChangePositiontoOutside.
The report is now complete. See the screenshot below as an example.
9日评论
Hey@...
on my end, it is saying the data set is too large, even though, it literally cant be (looking at yesterdays data, there should only be a handful) and it looks kind of funny. Any advice?
HeyBobby Koch, make sure you're using the 'Support: Ticket Updates' data set.
I had the same problem (the text looking weird & invalid results) and realised I was using the wrong data set.![](//www.ying8.net/support/hc/user_images/pwiutFBs4I8ER0KxEWXnXQ.png)
I created this report: Tickets Created by Agents or End-Users
When IDecomposeit, there are ticket numbers that are on the report that shows that the Agent created it but it is not. Can you please check and get back to me how to fix it?
Do you two metrics added to the query, one for agent-created tickets and one for end user-submitted? Or, are you slicing your your data by the attribute Submitter role? If the former, then it is expected that you'll see both metrics when you Decompose. All metrics added to the query are still displayed when you decompose a cell/value. Notice how the values under the metric columns are either be zero or 1 when you decompose by ticket ID.
If you need the transformed table from Decompose to only show one metric value, then I recommend that instead of having two separate custom metrics, you can build a custom attribute around Submitter role and add that attribute as slicer under Columns. When you select Decompose on one cell to see the Ticket IDs, for example, under the Agent/Admin column, the resulting table should only show the IDs of agent-submitted ticket.
Hi, if agents created a new ticket,what is the mail address that the end-user sees?
The support address that end users will see in the email notification will be the default support address of the account. Unless you set a different address when creating the ticket via theSelect an address app.
Hello,
Is there a way to calculate the number tickets created by end-user in a defined time period? E.g. User 1 has created 2 tickets in the last six month, User 2 has created 1 ticket in the last six months, etc.
Thanks,
Hello Emarlasca,
You can create a report in the Tickets dataset to count tickets by Requester name, filtered by "Requester role: end-user", and use a dynamic filter for "Ticket created - date" to return only tickets that were created within the last 6 months.
Hi, sorry but this is the metric I'm trying to calculate, it would be something like this:
Tickets Per Customer = Number of Tickets Received / Number of Unique Customers Interactions
Where we can understand the average number of tickets our end-users submit in a defined time period.
Thanks,
Pleasesign into leave a comment.