Report on Reopened Tickets by End Users in Zendesk
How can I report on the number of reopened tickets by end users in Zendesk?
To report on the number of reopened tickets by end users in Zendesk, you can create a custom report using Zendesk Explore.
Start by navigating to the Reports section in Explore and create a new report. Select the 'Support > Updates History - Tickets' dataset. Add the 'Tickets reopened' metric and apply it. Then, in the Rows panel, select the 'Updater role' attribute and filter it to show only 'End user'. Finally, apply a time filter in the Filters panel to prevent the report from timing out. This setup will help you track reopened tickets specifically by end users. For more details, check out the originalZendesk help article.
More related questions
What do I need to create a report on reopened tickets in Zendesk?
To create a report on reopened tickets in Zendesk, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise, as well as editor or admin permissions. You'll also need access to ticket data in Zendesk Support. The…
How do I filter reopened tickets by end user role in Zendesk Explore?
Filtering reopened tickets by end user role in Zendesk Explore is straightforward. After adding the 'Tickets reopened' metric to your report, go to the Rows panel and select the 'Updater role' attribute. Apply this attribute and then filter it to…
Why should I use a time filter when creating a report on reopened tickets?
Using a time filter when creating a report on reopened tickets is important to prevent the report from timing out. By selecting a smaller time frame, such as a week or a month, you ensure that the report processes data efficiently without…
Can I see data for tickets reopened at least once in Zendesk?
Yes, you can see data for tickets that were reopened at least once in Zendesk. To do this, use the 'Tickets reopened' metric in the tickets dataset. This metric will help you identify tickets that have been reopened, allowing you to analyze…
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