Excluding Closed Ticket Events from Zendesk Reports
How can I exclude closed ticket events from Zendesk reports?
To exclude closed ticket events from your Zendesk reports, you can use the Updater role as a filter. This allows you to focus on specific updates made by agents rather than system-generated events.
By filtering out NULL values, which represent system actions, you can refine your reports to show only the data relevant to your analysis. This approach helps in creating more accurate and meaningful reports.
More related questions
Why do solved tickets in Zendesk change to a closed status?
Solved tickets in Zendesk automatically change to a closed status after a set period. This is due to a default automation called 'Close ticket 4 days after status is set to solved.' This automation is essential as it allows end users a 4-day window…
Can I prevent a ticket from closing after 28 days in Zendesk?
Unfortunately, you cannot prevent a ticket from changing to a closed status after 28 days in a solved status in Zendesk. This is a system rule that cannot be adjusted or altered through automations and triggers. However, you can keep a ticket in an…
How can I change the time before a ticket closes in Zendesk?
You can adjust the time before a ticket closes in Zendesk by modifying the default automation settings. The automation 'Close ticket 4 days after status is set to solved' can be customized to run anywhere between one hour and 28 days. To change…
What happens to tickets after they are closed in Zendesk?
Once tickets are closed in Zendesk, they remain in the closed status for 120 days before being automatically archived. During this time, closed tickets cannot be reopened or modified. If you need to reference a closed ticket, you can create a…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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