Hello,
As part of the onboarding process for new hires, we create onboarding tickets that include up to 5 child tickets each. The child tickets are assigned to other departments and they solve them out individually. I would like to create a report of the onboarding tickets assigned to (and solved by) just my department, but when I put in the metric “Solved tickets” it counts the parent and child tickets. I can't figure out how to build a metric for a report that excludes child tickets. Is this possible?
Hope this makes sense. Your advice is appreciated!
Thanks!
Is there a report metric that counts solved tickets excluding child tickets?
Hey, yeah, you can give this a shot!
Please make sure you read this article: https://support.zendesk.com/hc/en-us/articles/4408836190362-Writing-Explore-formulas
-
Open Zendesk Explore:
- Navigate to Zendesk Explore from the product tray.
-
Create a New Query:
- Go to the Queries section and click New query.
- Select the Support: Tickets dataset.
-
Create a Custom Metric:
- Go to Calculations > Standard calculated metric.
- Name the metric, e.g., "Solved Parent Tickets".
-
Define the Custom Metric: Use or customize the following formula to exclude incident tickets and only count solved parent tickets:
IF ([Ticket type] != "Incident" AND [Status] = "Solved") THEN [Ticket ID] ENDIF -
Add the Custom Metric to the Query:
- Add your custom metric "Solved Parent Tickets" as the metric to be counted in your query.
-
Filter by Assigned Group:
- Use the Filters panel to add a filter for your department or assigned group. This ensures that only tickets assigned to your department are included in the report.
-
Apply Additional Filters:
- If needed, add any additional filters, such as specific ticket types, creation dates, etc.
Best of luck!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.