Exclude Tickets Closed by Merge in Zendesk Explore
How can I exclude tickets closed by merge in Zendesk Explore?
To exclude tickets closed by merge in Zendesk Explore, you need to create a custom metric.
In Zendesk Explore, all merged tickets have the tagclosed_by_merge. You can use this information to exclude these tickets by creating a standard calculated metric in your report. Start by clicking the report icon in Explore, then create a new report using the Support - Tickets dataset. In the Calculations panel, select Standard calculated metric and enter a name for your custom metric, such as "Exclude closed by merge". Use the formulaIF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIFand save it. Add this metric to your report and change its aggregator to D_COUNT. This will ensure that your report excludes tickets closed by merge. For more details, check the originalZendesk help article.
More related questions
What permissions are needed to exclude merged tickets in Zendesk Explore?
To exclude merged tickets in Zendesk Explore, you need specific permissions. You'll need to have either Editor or Admin permissions in Zendesk Explore to create and modify reports. Additionally, you must be using Zendesk Explore Professional or…
Can I use a filter to exclude tickets closed by merge in Zendesk Explore?
Unfortunately, you cannot use a simple filter to exclude tickets closed by merge in Zendesk Explore. The exclusion of tickets closed by merge requires creating a custom metric as described in the Zendesk Explore recipe. While filters are useful for…
How do I apply a date filter to exclude merged tickets in Zendesk Explore?
You can apply a date filter to your report in Zendesk Explore to focus on a specific time frame while excluding merged tickets. After creating the custom metric to exclude tickets closed by merge, you can add a date filter to your report. In the…
How can I create a report showing only merged tickets in Zendesk Explore?
To create a report showing only merged tickets in Zendesk Explore, modify the custom metric to include merged tickets. Instead of using the functionNOT INCLUDES_ANY, useINCLUDESorINCLUDES_ALLin your custom metric formula. This will allow…
What should I do if merged tickets still appear in my Zendesk Explore report?
If merged tickets still appear in your Zendesk Explore report, ensure you've correctly set up your custom metric and aggregation. First, double-check that your custom metric formula is correct and that you've selected the D_COUNT aggregator instead…
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