Explore recipe: Ticket creation events

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<p><span style="font-weight: 400;">In this recipe, you'll write a report that shows ticket creation events with additional details and relevant data. Two common examples are detailed ticket channel information and finding tickets created by agents.</span></p>
<p> This article contains the following topics:</p>
<ul>
<li><a href="#h_547e5d7b-6176-47e7-bfb7-820449a05eb3" target="_self">What you'll need</a></li>
<li><a href="#h_b94b3273-46ea-429f-ad72-51eaed7ed81e" target="_self">Creating the report</a></li>
<li><a href="#h_8cdab980-edb1-4b2c-bd5a-57605c23b906" target="_self">Enhancing your report </a></li>
</ul>
<h2 id="h_547e5d7b-6176-47e7-bfb7-820449a05eb3">What you'll need</h2>
<p><strong>Skill level</strong><span style="font-weight: 400;">: Beginner</span></p>
<p><strong>Time required</strong><span style="font-weight: 400;">: 10 mins</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Zendesk Explore Professional or Enterprise</span></li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Editor or Admin permissions (see </span><a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" rel="undefined" target="_self">Giving agents access to Explore</a><span style="font-weight: 400;">)</span>
</li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ticket data in Zendesk Support</span></li>
</ul>
<h2 id="h_b94b3273-46ea-429f-ad72-51eaed7ed81e"><span style="font-weight: 400;">Creating the report</span></h2>
<ol>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In Zendesk Explore, click the reports (<img alt="" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png"></span><span style="font-weight: 400;">) icon.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the Reports library, click </span><strong>New report.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Updates history</strong></span>, then click <strong>Start report</strong><span style="font-weight: 400;">. The report builder opens.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the </span><strong>Metrics</strong><span style="font-weight: 400;"> panel, click </span><strong>Add.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">From the list of metrics, choose </span><strong>Tickets </strong>&gt;<span style="font-weight: 400;"> </span><strong>Tickets created, </strong><span style="font-weight: 400;">then click </span><strong>Apply.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the </span><strong>Rows</strong><span style="font-weight: 400;"> panel, click </span><strong>Add.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">From the list of attributes, choose the following:</span>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;"><strong>Ticket</strong> &gt; <strong>Ticket ID</strong></span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;"><strong>Submitter</strong> &gt; <strong>Submitter name</strong></span></li>
<li style="font-weight: 400;">
<strong>Submitter</strong> &gt; <strong>Submitter role</strong>
</li>
<li style="font-weight: 400;">
<strong>Time - Ticket update</strong><strong style="font-weight: 400;"> &gt; </strong><strong>Update - Date</strong>
</li>
<li style="font-weight: 400;">
<strong>Ticket update</strong><strong style="font-weight: 400;"> &gt; </strong><strong>Update channel</strong><span style="font-weight: 400;">, <br>When you're finished, click</span> <strong>Apply</strong><strong style="font-weight: 400;">. </strong><span style="font-weight: 400;">The current report setup will match the following:<br></span><span style="font-weight: 400;"></span><span style="font-weight: 400;"><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_1.png"></span>
</li>
</ul>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Click </span><strong>Result manipulation (<img alt="" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png"></strong><strong>), </strong><span style="font-weight: 400;">then </span><strong>Metric filter. </strong><span style="font-weight: 400;">Set the minimum and maximum range</span><strong> as 1 to 1.</strong><span style="font-weight: 400;"> This will filter out any non-creation events from the report.</span>
</li>
</ol>
<p> <img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_2.png"></p>
<p><span style="font-weight: 400;">And you’re done! The screenshot below shows an example of the finished result with the creation event for each ticket as well as the relevant details for each event.</span></p>
<p><span style="font-weight: 400;"><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_3.png" width="850"></span></p>
<h2 id="h_8cdab980-edb1-4b2c-bd5a-57605c23b906"><span style="font-weight: 400;">Enhancing your report </span></h2>
<p><span style="font-weight: 400;">You can also filter on a specific attribute (<strong>Submitter name</strong>, <strong>Update channel</strong>, etc.) to narrow down the report results. See below for an example. </span></p>
<ol>
<li style="font-weight: 400;">Click<span style="font-weight: 400;"> </span><strong>Submitter name</strong><span style="font-weight: 400;">, then select the specific name values you want to filter.</span><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_4.png">
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Click </span><strong>Update channel</strong><span style="font-weight: 400;">, select the specific channels you want to filter.</span><span style="font-weight: 400;"><img alt="" class="img-screenshot" height="495" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_5.png" width="514"></span>
</li>
</ol>
<p> <span style="font-weight: 400;">The result will now contain only the filtered values you selected: </span></p>
<p><span style="font-weight: 400;"><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ticket_creation_events_6.png" width="850"></span></p><script id="docs-schema-markup" type="application/ld+json">{
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