Explore recipe: Filtering for follow-up tickets

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All Suites | Professional, Enterprise, or Enterprise Plus

Support with | Explore Professional or Enterprise

This recipe helps you to create a report that filters on follow-up tickets.

This article contains the following topics:

What you'll need

Creating the report

Enhancing your report

What you'll need

Skill level: Intermediate

Time required: 15 mins

Zendesk Explore Professional or Enterprise

Editor or Admin permissions (see Giving agents access to Explore)

Ticket data in Zendesk Support

Creating the report

In Zendesk Explore, click the reports () icon.

In the Reports library, click New report.

On the Select a dataset page, click Support > Support - Updates history, then click Start report.

In the Calculations menu (), click Standard calculated metric.

On the Standard calculated metric page, enter a name for the metric like Follow-up Tickets, then enter or paste the following formula:

IF [Update channel]="Closed Ticket" THEN [Ticket ID] ENDIF

To exclude follow-up tickets, create a Standard calculated metric and paste the following formula instead:

IF ([Changes - Field name]="status"
AND [Changes - Previous value]=NULL)
AND [Update channel]!="Closed Ticket"
THEN [Update ID] ENDIF

Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.

When you are finished, click Save.

In the Metrics panel, click Add.

From the list of metrics, choose Calculated metrics > Follow-up Tickets, choose D_COUNT as the aggregator, then click Apply.

In the Rows panel, click Add.

From the list of attributes, choose Ticket > Ticket ID, then click Apply.

The current report setup will match the following:

Enhancing your report

You can also filter on the Ticket Creation Date and only return tickets created within a specific date range. See below for an example of how to setup a date filter within the report.

In the Filters panel, click Add.

From the list of attributes, choose Time - Ticket created > Ticket created - Date, then click Apply.

Click the Ticket created - Date filter you just added, click Edit date ranges, then specify a date range (yesterday, last week, etc.) to filter on.

When you are finished. click Apply.

The report will return only tickets created within the date range you configured.