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Trying to type a formula for a Calculation Metric/Attribute

  • February 25, 2021
  • 1 reply
  • 0 views
Shona11

Hi, I am trying to create a custom metric or attribute that will EXCLUDE all Follow Up tickets.

The background....  I am creating a query around the number of tickets coming in from our widget channel, but the numbers seem out, from what I can work out it is also pulling 'Follow up' tickets. 

As seen on this article https://support.zendesk.com/hc/en-us/articles/360022181974-Understanding-ticket-channels-in-Explore.The Widget sits in the 'Web' Channel, also included in the Web Channel is.... "'Follow-up tickets are also shown in the channel regardless of how they are created"

Why are they included? they have nothing to do with the Widget or the Web.

And so my question, what is a formula I can create to exclude them?

    1 reply

    sphen11
    • sphen11
    • February 25, 2021

    @Shona Coutts I don't think there's a native way to do this in Explore, but there's a workaround you can set up.

    For some reason, Triggers and Views do see Follow-up tickets as a channel. So you can set up a Trigger that says:

    When ticket is created, and Channel = Closed ticket, then... do something that you can report on. Like add a tag, or a custom field.

    If you want to take this a step further, another common complaint is that there's no way to report on individual Email Addresses either. So one solution would be to create a custom "Channel" dropdown with a series of triggers that mirrors the standard Channel field, but also gets more granular with Email Address recipients and Follow-ups.

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