I'm trying to create a report where I track the total number of proactive tickets and the weekly response rate (% of proactive tickets where a response is received from the end-user). I've tried creating a calculated metric for Tickets without end-user responses and tickets with end-user responses, then filtering the report based on the tags applied to proactive tickets but keep running into errors or inaccurate results. I'm hoping to get some guidance on the best to set up this report / and recommended formulas for the calculated metrics/attributes.
Calculate response rate on proactive tickets
Hi @brittni
I suggest reaching out to us directly so we can assist you further on this. I believe this may need calculated metrics/attributes to set this up, so it would be best to discuss this in a ticket . You may follow this guide on how you can reach out to us: Contacting Zendesk Customer Support
Have a great day!
thank you. the Support widget said Zendesk Support does not help with calculated metrics/attributes and pointed me to the community. I just created a ticket in a new category, if you're able to help.
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