Forums/Community/Support tips & notes

Review Ticket Resolution Times with Reports

Matthew Latkiewicz
posted this on September 28, 2010 11:41

Support, like a lot of things, has different levels – while you can see a lot from the ground level, some things are only visible from a higher altitude. Zendesk Reports give you the ability to review your support tickets at that higher level. This is helpful to see larger trends and patterns in your workflow. For instance, you might want to know how many tickets came in over the past week about a specific issue; or how many problem tickets got created last month vs. how many got solved.

Solved TicketOne important metric we use at Zendesk is our Resolution Time – how quickly we are resolving issues that come in. (Resolution time in Zendesk is the amount of time it takes for ‘New’ ticket to get marked ‘Solved’.) Though this is a slight oversimplification, we have two levels to our support – Level 1 for straightforward questions and issues and Level 2 for issues that require more research or technical investigation. We want to resolve all of our Level 1 support tickets within one business day; and our Level 2 tickets within two business days.

To check whether we are meeting this goal, we have built a report called Resolution Times by Group (Level 1 and Level 2).

Tip of the Week: Review Ticket Resolution Times with Reports

While there’s a lot of data there, looking at the top two lines – red and blue – will give you a good sense of what’s going on. As you can see from the key below, red represents all the Level 1 Tickets created on a given day while blue represents all those Level 1 tickets that were solved in less than eight hours (or about one business day). If we were perfect, those two lines would trace the exact same line. We are not perfect, but we are doing pretty good. If I roll over the graph, I get actual numbers showing me specifically how many tickets were created and how many were solved within my time frame.

Tip of the Week: Review Ticket Resolution Times with Reports

These numbers are replicated in a table below the graph, which table you can export in either a CSV or XML format for your own custom data and reporting needs.

Tip of the Week: Review Ticket Resolution Times with Reports

We use this report in regular meetings to help assess whether we are meeting our resolution time goals.

Building a Report

To build a report like this, you go to the Reports page under the Manage tab in the navbar. Zendesk comes with some reports ready to use, but click Add New Report in the upper right to create your own.

Give your report a title and set the timeframe – i.e. show me the last two weeks; or show me the entire month of May, etc.

Then you need to add a data series. Each data series in a report creates a line on the graph; and each line shows you how many tickets meet the criteria on a specific day. So, for instance, in our case, I want to know how many tickets have been created in the Level 1 group. My data series looks like this:

report data set

On the graph and in the data table, this creates a line that will give me the number of tickets that meet that criteria for each day in the timeframe I specified above.

Next, I will add a data series (or think about it as adding another line to the graph) by clicking the Add Data Series link. Next, I want to see how many Level 1 tickets created that day got solved within 8 hours. For that my data series looks like this:

Tip of the Week: Review Ticket Resolution Times with Reports

I can add as many conditions as I like to the data series in order to get the sort of view on my tickets I want. To add a condition, you click the green plus button on the right (and you can remove any condition by clicking the red minus). In addition to the ones I’ve used in my example, you can choose the group of tickets you want to see (Created, Resolved, Unsolved, Old, and All), and set specific conditions within those tickets:

  • Priority
  • Type
  • Group
  • Assignee
  • Organization
  • Tags
  • Resolution Time in Hours

These are explained further on the Reports page itself.

Once I add all the data series I need, I can preview the report to make sure it’s showing me the kind of data I am looking for; and then, when satisfied, you can create the report.

Like any high-level tool, Reports are the most useful when reviewed regularly. We recommend building one and integrating into a weekly meeting or performance review.

 

Comments

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Nida Unus

hi

images is incorrect. will not load. please correct?

August 14, 2012 01:45
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Marianne

I'm having the same problem as Nida (above): the images won't load.  I'm using Chrome Version 21.0.1180.89 on Mac OS 10.6.8.  LMK if you need more info to resolve.  Thanks!

September 11, 2012 22:02
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Matthew Latkiewicz
Zendesk

Hey there Marianne - do you mean the images in the post or the images in your Zendesk?

September 12, 2012 13:19
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Marianne

Thanks for the reply, Matthew.  I was referring to the images in the post.  I see most of them now, although I'm on a different machine.  They are all rendering, except for the 3rd one, Resolution Times by Group (Level 1 and Level 2). 

September 12, 2012 14:18
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Ted Barnum
Zendesk

Hi all, the links to the images have been updated so that all images should now load.

September 13, 2012 09:19
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Marianne

See them now, thanks!

September 13, 2012 14:01
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Matt Beech
Riliance

Hi, 

 

How do I set the reports to show me by our business opening hours instead of 24/7 365? thanks

July 18, 2013 13:16
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Brandon K.
Zendesk

Hello Matt,

Certain time metrics will have the option for you to choose business or calendar hours when setting up your report conditions. The option will appear in the second drop down that appears, allowing you to choose either (Business) or (Calendar) for the condition. This is available on all time metrics other than Resolution time in hours, which was designed to be a 24/7 metric. 

July 26, 2013 14:41
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mark hinson
Merlin Information Systems Limited Group

Hi Brandon,

When does Resolution Time Stop for a ticket?

Is it when the ticket reaches "Solved".  If so does it restart if the ticket is re-opened until it is re-solved?

thanks, Mark Hinson

July 30, 2013 08:21
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Laura D.
Zendesk

Hi Mark, 

There are a few metrics that you can look at for Resolution Time in terms of when a ticket was solved. 

The first is Time to First Resolution - this counts from when the ticket was created until it was solved the first time.

If a ticket is reopened after it was initially solved the clock doesn't restart - it keeps counting, adding more time to what already had been counted. In this case the metric you'd look at would be Full Resolution Time which counts from when the ticket was created to when it was solved for the last time. 

There are cases where these metrics would be the same - if a ticket was solved once and remained solved. 

July 31, 2013 13:11