Analytics

I have a tag that signifies whether my tickets were escalated to Jira. I want to create a dashboard that helps my team compare the relative number of tickets, length until solved, etc of tickets with and without this tag. I cannot figure out how to create this as a filter, attribute, or custom metrics. Here is what I tried for a simple count the number of tickets without this tag: IF (NOT([Ticket Tags]="jira_escalated")) THEN [Ticket ID]ENDIF But the Count is over 3x the number of tickets in my database and the D_Count is almost the same as the total tickets.  This formula appears to work to count the tickets with the tag: IF ([Ticket Tags] = "jira_escalated")THEN [Ticket ID]ENDIF  

Hello, I'm trying to set up a stacked bar chart where every column/row adds up to 100%, in order to visualize proportions. I want to compare the percentage of tickets we get by Product Module (custom field of ours). However, I can't find any options to do so, neither in x-axis nor y-axis options in the Chart Configuration sidebar. See below for an example. Any help would be appreciated!

In Good Data there is a way to remove filter options that do not apply. I'm trying to figure out how to do this in Explore.   Use case: I have a report that only shows data for rated surveys (good or bad). However, when I apply the Data Filter: Ticket Satisfaction Rating, it shows options for Bad, Good, Offered, Unoffered. I would like to remove Offered and Unoffered from the filter options, since they do not apply. Here is a screenshot of how I have the Good Data version of the dashboard set up

Hello Is there a query to calculate the full resolution time in hours and days it took to resolve a ticket in explore? Thanks, Uriel

Sometimes customers rewrite us when the ticket was closed and it creates a follow-up ticket. In some cases, it's about a different issue and custom fields are changed but in other cases, it's about the same issue, so I would like to exclude those follow-up tickets in my metrics. There is an existing post for Insight (https://support.zendesk.com/hc/en-us/articles/115004378388-Insights-recipe-Filtering-for-follow-up-tickets) but I didn't manage to get it to work on Explore...