Explore recipe: Auditing a random selection of tickets

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<p>Explore is designed to slice and dice data by categories and fields, but sometimes you need a random selection of tickets to undertake an audit. This recipe uses the Support: Tickets dataset to pull a random selection of tickets, which you can then use to audit individual agents or ticket groups.</p>
<div class="note note"><span class="note title">Note: Random results are generated when the report is loaded for the first time. If you reload it the same results will be returned until the next <a href="https://support.zendesk.com/hc/en-us/articles/4408823242778-Data-refresh-intervals-for-Explore-reporting">data refresh</a>. </span></div>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01FK4216P8F48ADQPSMCP17C9K" target="_self">What you'll need</a></li>
<li><a href="#h_01FK421CPJ8GWEH8QVGETGK621" target="_self">Returning a random selection of tickets</a></li>
<li><a href="#h_01FK421J7CJ9CSE2H6PNHV8187" target="_self">Auditing individual agents</a></li>
<li><a href="#h_01FK421Q0AKPHBZQDY9VK52882" target="_self">Auditing ticket groups</a></li>
<li><a href="#h_01FK421WPDJASDKJ3SS62G85DA" target="_self">Next steps</a></li>
</ul>
<h2 id="h_01FK4216P8F48ADQPSMCP17C9K">What you’ll need</h2>
<p><strong>Skill level:</strong> Intermediate</p>
<p><strong>Time required:</strong> 15 minutes</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving agents access to Explore</a>)</li>
<li>Ticket data in Zendesk Support</li>
</ul>
<h2 id="h_01FK421CPJ8GWEH8QVGETGK621">Returning a random selection of tickets</h2>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>Click the <strong>Calculations</strong> (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">) menu &gt; <strong>Standard calculated metric</strong>.</li>
<li>Name this metric <strong>Random</strong>.</li>
<li>In the <strong>Formula</strong> field, enter the following:
<pre>RANDOM()</pre>
<div class="note tip"><span class="tiptitle">Tip: If you're working in a language other than English, <a href="https://support.zendesk.com/hc/en-us/articles/4408820266906" target="_self">read this article</a> to help you enter Explore formulas in your language. </span></div>
</li>
<li>Click <strong>Save</strong>.</li>
<li>Apply any necessary filters, like date range, group, channel, or satisfaction rating.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong> and add your calculated metric.</li>
</ol>
<p>From here, you can audit <a href="#h_01FK421J7CJ9CSE2H6PNHV8187" target="_self">individual agents</a> or <a href="#h_01FK421Q0AKPHBZQDY9VK52882" target="_self">entire ticket groups</a>, depending on your needs.</p>
<h2 id="h_01FK421J7CJ9CSE2H6PNHV8187">Auditing individual agents</h2>
<ol>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong> and add <strong>Assignee name</strong>.</li>
<li>Next to <strong>Filters</strong>, click <strong>Add</strong> and add <strong>Assignee role</strong>.</li>
<li>Click the <strong>Assignee role</strong> filter (the gray box) and select <strong>Agent</strong> and/or <strong>Admin</strong> as appropriate based on your auditing needs.</li>
<li>From the <strong>Result manipulation</strong> (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png">) menu, select <strong>Top/bottom</strong>.</li>
<li>In the <strong>Top</strong> field, specify how many results you want per assignee.</li>
<li>In the <strong>Strategy</strong> field, select <strong>Per block on rows</strong>. <img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_auditing_top.png">
</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong> and add <strong>Ticket ID</strong>. This gives you a "top X" tickets per person based on your random metric.
<div class="note note"><span class="note title">Note: Adding any other metric or attribute will change the ticket IDs displayed. </span></div>
</li>
</ol>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_auditing_agents.png" width="850"></p>
<p>From here, you can click the ticket ID and select <strong>Open link</strong> to look at the ticket. Alternatively, you can click the drop-down arrow next to <strong>Save</strong> and choose <strong>Export</strong> to create a CSV or Excel file with your results.</p>
<h2 id="h_01FK421Q0AKPHBZQDY9VK52882">Auditing ticket groups</h2>
<ol>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong> and add <strong>T</strong><strong>icket group</strong>.</li>
<li>From the <strong>Result manipulation</strong> (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png">) menu, select <strong>Top/bottom</strong>.</li>
<li>In the <strong>Top</strong> field, specify how many results you want per group.</li>
<li>In the <strong>Strategy</strong> field, select <strong>Per block on rows</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong> and add <strong>Ticket ID</strong>. This gives you a "top X" tickets per group based on your random metric.
<div class="note note"><span class="note title">Note: Adding any other metric or attribute will change the ticket IDs displayed. </span></div>
</li>
</ol>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_auditing_groups.png"></p>
<p>From here, you can click the ticket ID and select <strong>Open link</strong> to look at the ticket. Alternatively, you can click the drop-down arrow next to <strong>Save</strong> and choose <strong>Export</strong> to create a CSV or Excel file with your results.</p>
<h2 id="h_01FK421WPDJASDKJ3SS62G85DA">Next steps</h2>
<p>For more information about the metrics and attributes you can use with the Tickets dataset, see <a href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_self">Metrics and attributes for Zendesk Support</a>.</p><script id="docs-schema-markup" type="application/ld+json">{
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