Report on Initial Priority of Zendesk Tickets
How can I report on the initial priority of a Zendesk ticket?
To report on the initial priority of a Zendesk ticket, you can create a standard calculated metric in Zendesk Explore. This allows you to track the first priority value set on a ticket, even if it was later changed.
Start by opening the Explore report builder and selecting the 'Support - Updates history' dataset. Create a standard calculated metric with a formula that identifies tickets with an initial priority. Add this metric to your report, set the metric aggregator to D_COUNT, and filter by the priority value to focus on tickets that started as 'Urgent'. This method helps you analyze the number of urgent tickets received over a specific period. For more details, check theoriginal guide.
More related questions
What permissions are needed to create a report on ticket priority in Zendesk?
To create a report on ticket priority in Zendesk, you need to have Editor or Admin permissions in Zendesk Explore. These permissions allow you to access the necessary datasets and tools to build and customize reports. Additionally, you must have…
What dataset should I use to report on ticket priority changes in Zendesk?
When reporting on ticket priority changes in Zendesk, use the 'Support - Updates history' dataset in Zendesk Explore. This dataset contains the necessary data to track changes in ticket priorities over time. By selecting this dataset, you can…
How do I filter Zendesk tickets by their initial priority value?
To filter Zendesk tickets by their initial priority value, you need to create a calculated metric and apply specific filters in Zendesk Explore. This process allows you to focus on tickets that started with a particular priority, such as 'Urgent'….
Why might my Zendesk report not show all priority changes?
If your Zendesk report isn't showing all priority changes, it could be due to incorrect metric settings or filters. Ensure that you have selected the correct attributes and metrics, such as 'Changes - Previous Value' and 'Changes - New value'. If…
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