Track Proactive Tickets with Customer Replies in Zendesk
How can I track proactive tickets with customer replies in Zendesk Explore?
To track proactive tickets with customer replies in Zendesk Explore, you need to create a specific report. This involves setting up a calculated metric and applying filters to identify tickets created by agents that received a customer reply.
Start by creating a new report in Explore and selecting the 'Support - Updates history' dataset. Then, create a standard calculated metric with the formulaIF (VALUE(End-user comments)>0) THEN [Ticket ID] ENDIF. Add this metric to your report and apply filters for the submitter role, selecting 'Admin' and 'Agent'. Finally, add the 'Ticket ID' attribute to your report rows. For more detailed steps, refer to theoriginal guide.
More related questions
What skill level is required to create a report for proactive tickets in Zendesk Explore?
Creating a report for proactive tickets with customer replies in Zendesk Explore requires an average skill level. The process involves setting up a calculated metric and applying specific filters, which can be completed in about 10 minutes. If…
What ingredients are needed to create a proactive ticket report in Zendesk Explore?
To create a proactive ticket report in Zendesk Explore, you'll need a few key ingredients: a standard calculated metric, a submitter role filter, a Ticket ID attribute, and a table report. These components will help you identify tickets created by…
How do I remove tickets without customer replies from my Zendesk Explore report?
To remove tickets without customer replies from your Zendesk Explore report, you can use the Metric filter feature. This step is optional but helps refine your report to only show tickets with customer interactions. In the Result manipulation menu,…
Can I make Ticket IDs clickable in my Zendesk Explore report?
Yes, you can make Ticket IDs clickable in your Zendesk Explore report. This feature allows you to easily navigate to specific tickets directly from the report. To configure clickable links to tickets, you can refer to the article 'Explore recipe:…
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