In this recipe, you’ll learn how to report on ticket deletion events, which can be used to show any tickets that have been deleted at any point in time and the corresponding timestamp for those events.
This report involves creating a simple report using theSupport: Updates history数据集。注意,当一张票permanently deleted, all user-submitted content is scrubbed and cannot be reported via Explore.
This article contains the following topics:
- What you’ll need
- Creating the report
What you’ll need
Skill level: Beginner
Time required: 5 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a dataset page, clickSupport > Support - Updates history,那么clickStart report. The report builder opens.
- In theMetricspanel, clickAdd.
- From the list, selectDeletionsthen clickApply.
- In theRowspanel, clickAdd.
- From the list, selectUpdate ticket ID,那么clickApply.
- (Optional) Add a filter forTicket created - Dateto narrow your results.
- In theResult manipulationmenu (
),clickMetric filter.Change the lower bound to1. This removes unqualified tickets from your report.
Note:it is possible for a ticket to have multiple deletion events - this means that the ticket was deleted, recovered, then deleted again, and so on and so forth.
5 Comments
The metric filter portion of this report no longer appears accurate, please help, I cannot set the value to 1
HiBobby Koch, if you can't set the metric filter to 1, it likely means that no tickets were deleted during the time range your report is looking at.
It really seems like this Metric doesn't work anymore. It says there's no data if I try to add any attributes. Without attributes, I get a number.
I have tested it directly on my end and the metric is properly working.
If the same issue persisted once you have removed your filters, you cancontact our support directlyto further check.
DaneI would strongly suggest you try it with the same attributes in my screenshot. There's been no change in the issue:
I can reach out to Support, but it's the same thing reported up thread by someone else. You also need to set the metric filter to "1 or more".
Edit: This is entirely because of the thing now noted in the article:
> Note that when a ticket has beenpermanently deleted, all user-submitted content is scrubbed and cannot be reported via Explore.
Pleasesign into leave a comment.