Tracking Metrics for Child Tickets in Zendesk
How can I track metrics for child tickets in Zendesk?
To track metrics for child tickets in Zendesk, you can use a specific recipe designed for this purpose. This involves creating a calculated attribute using the default external ID for child tickets created through side conversations.
First, ensure you have Zendesk Explore Professional or Enterprise, and that side conversations are activated in your Zendesk Support. Then, create a new report in Explore, select the Support - Tickets dataset, and use the formulaREGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$")to create an attribute that identifies the parent ticket ID. This allows you to report on metrics for child tickets, although not for the parent ticket itself. For more details, check theoriginal link.
More related questions
What are the requirements for tracking child ticket metrics in Zendesk?
To track child ticket metrics in Zendesk, you need to meet certain requirements. These include having Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and activated side conversations in Zendesk Support. Additionally, you…
How do I create a calculated attribute for child tickets in Zendesk?
Creating a calculated attribute for child tickets in Zendesk involves using the Explore tool. This attribute helps track metrics for child tickets created through side conversations. Start by opening Explore and creating a new report. Select the…
Can I report on the number of side conversation tickets per ticket in Zendesk?
Yes, you can report on the number of side conversation tickets per ticket in Zendesk using the Explore tool. This involves creating a new report and using your calculated attribute. In Explore, start a new report with the Support - Tickets dataset….
How can I report on the full resolution time of side conversation tickets?
To report on the full resolution time of side conversation tickets in Zendesk, you can use the Explore tool to create a detailed report. This involves using your calculated attribute and specific metrics. Begin by creating a new report in Explore…
Can I enhance my Zendesk report with additional metrics?
Yes, you can enhance your Zendesk report by tracking additional metrics using the calculated attribute. This allows for more comprehensive analysis of your ticket data. The attribute can be used in other datasets to track metrics like Open status…
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