How to Analyze Ticket Creation Sources - Frequently asked questions
Frequently asked questions
How can I create a report to track tickets created by agents and end users in Zendesk?
To create a report tracking tickets created by agents and end users, you'll need Zendesk Explore Professional or Enterprise. Start by opening Zendesk Explore and clicking the reports icon. In the Reports library, select 'New report' and choose the…
What permissions are needed to create a ticket report in Zendesk Explore?
To create a ticket report in Zendesk Explore, you need Editor or Admin permissions. These permissions allow you to access the necessary datasets and create custom metrics. If you're unsure about your permissions, you can refer to the Zendesk…
How do I calculate the number of tickets created by end users in a specific time period?
To calculate the number of tickets created by end users in a specific time period, create a report in the Tickets dataset. Filter by 'Requester role: end-user' and use a dynamic filter for 'Ticket created - date' to focus on your desired time…
What should I do if my Zendesk report data set appears too large?
If your Zendesk report data set seems too large, ensure you're using the correct dataset, such as 'Support: Ticket Updates'. Using the wrong dataset can lead to invalid results and display issues. Double-check your dataset selection to resolve this…
How can I ensure accurate ticket creation metrics in Zendesk Explore?
To ensure accurate ticket creation metrics, verify that you have added two separate metrics for agent-created and end-user-created tickets. If decomposing the data shows unexpected results, consider using a custom attribute around the Submitter…
What email address do end users see when agents create a new ticket in Zendesk?
When agents create a new ticket, end users see the default support address of the account in the email notification. However, you can set a different address using the Select an address app if…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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