Create Report for Top Problem Tickets in Zendesk
How do I create a report for top problem tickets by unsolved incidents in Zendesk Explore?
To create a report for top problem tickets by unsolved incidents, you'll need to use Zendesk Explore. Start by opening the Reports library and selecting 'New report'. Choose the 'Support - Tickets' dataset and begin building your report. Add the 'Incidents' metric and the 'Ticket problem ID' attribute. Exclude any null values for the Ticket problem ID to focus on problem tickets.
Next, create a custom Standard calculated metric to count unsolved incidents using a specific formula. Add this metric to your report and ensure the aggregator is set to COUNT. Finally, use a Result metric calculation to display the percentage of unsolved incidents. For more detailed steps, check out the originalZendesk help article.
More related questions
What skill level is required to create a report in Zendesk Explore?
Creating a report in Zendesk Explore requires a moderate skill level. This means you should be comfortable navigating the Explore interface and have a basic understanding of how to use metrics and attributes. The process involves several steps,…
Can I filter my Zendesk Explore report by problem tickets with the most incidents?
Yes, you can filter your Zendesk Explore report by problem tickets with the most incidents. This is done by applying a top/bottom filter to your report. The top/bottom filter allows you to focus on the problem tickets that have the highest number…
Is it possible to group results by a ticket field in Zendesk Explore?
Yes, you can group results by a ticket field in Zendesk Explore. This feature allows you to organize your report data based on specific ticket fields, such as product or department. Grouping results can help you analyze data more effectively by…
How long does it take to create a report in Zendesk Explore?
Creating a report in Zendesk Explore typically takes about 20 minutes. This time estimate assumes you have a moderate skill level and are familiar with the Explore interface. The process involves selecting datasets, adding metrics and attributes,…
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