Explore recipe: Reporting on the number of reopened tickets by end users

What's my plan?

All Suites | Professional, Enterprise, or Enterprise Plus

Support with | Explore Professional or Enterprise

In this recipe, you'll learn how to create a report that shows the number of tickets reopened and filter by the role of the updater. This can be useful to filter out tickets that were reopened by agents by mistake.

This article contains the following topics:

What you'll need

Creating the report

What you'll need

Skill level: Beginner

Time required: 5 minutes

Zendesk Explore Professional or Enterprise

Editor or admin permissions (see Giving users access to Explore)

Ticket data in Zendesk Support

Creating your report

In Explore, click the Reports ( ) icon.

In the report library, click New report.

On the Select a dataset page, click Support > Updates History - Tickets, then click Start report. The report builder opens.

In the Metrics panel, click Add.

From the list of metrics, select Tickets > Tickets reopened, then click Apply.

In the Rows panel, select the Updater > Updater role attribute, then click Apply.

Click the attribute you just added, and then click Selected > End user > Apply.

In the Filters panel, select the Ticket created - Date filter and choose a time filter for a small period of time, such as a week or month. This prevents the report from timing out while you're building it.

The example screenshot below shows an example of this report:

For more information, see Explore recipe: Reporting on the number of reopened tickets per day.