Hi,
We need to have a separate section that reflects if the query has been raised from someone internally. Is there a way to view that specific to reporting?
We'd like to go even more granular than that, like a view within that that shows tickets opened by our team members.
Hi @karina12, there are several ways to have this kind of information. I'll share a couplee of examples so that you can choose the best option that suits your needs.
Option 1
The Tickets dataset has two separate metrics for this: "Agent submitted tickets" and "End-user submitted tickets" (see here). In your case, you only need to use the first metric, and then configure drill-in options to see Submitter name, email, ticket ID, etc.
Option 2
You can also create a standard calculated attribute in Explore to achieve this:
The formula above:
IF [Submitter role] != "End-user"
THEN "Outbound"
ELSE "Inbound"
ENDIFBecause the Updates history dataset (previously Ticket updates) lacks the metrics in option 1, the advantage of this method is that you can create and use the attribute on both datasets.
That said, you can then create table queries where you filter your new attribute to show only "Outbound", and add as many attributes as you need (Submitter name, submitter email, ticket ID, etc) to see tickets created by agents, for example.
Hope this helps!
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