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  • Pedro Rodrigues
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    Hi Eric, you can do this in many ways. For example, using advanced search, you can write subject:"this is an example subject". But since what you're looking for are time-based metrics, Insights or Explore will be way more useful.

    Using Insights, you can create a custom metric (also check this article). Once you have that metric, you can add a numeric filter to a new report, for all Ticket ID where your new metric is greater than 0, for example (and then select the time-based metrics you need to track).

    Using Explore, you can also create a standard calculated metric to achieve this, for example:

    IF CONTAINS([Ticket subject], "this is an example subject") THEN 1 ELSE 0 ENDIF

    For example:

    Hope this helps!


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