Time tracking open Tickets by Group

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11 Kommentare

  • Jessie Schutz
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    Hi Franz! Welcome to the Community!

    I want to make sure I understand your question correctly...you want to create a report that shows the amount of time that has elapsed between a ticket being assigned to a group and that ticket being solved. Is that correct?

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  • Franz Blaschek
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    Hi Jessie, 

    thank you.

    Yes, almost right.

    I would create a report that shows me how much time has passed for a particular group until the ticket has been assigned to the Customer Service group (Final station).

    Thank you very much

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  • Graeme Carmichael
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    Franz

    Try this:

    WHAT

    • Duration since Last Change [Text Field](hrs)

    HOW

    • Ticket ID
    • [Text Field] Previous Value

    FILTER

    • Text Field is Group
    • Date Event is in the last XX days

    This will give you the time each ticket has spent in each group.

     

     

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  • Jacky Feng
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    Hi Graeme,

    I tried doing this report but it doesn't tell me the time spent in the last group. It seems like this is because the group value doesn't technically change when the final group solves the ticket.

    Any tips for how to find out how long my tickets have spent in their final group?

    Thanks!

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  • Graeme Carmichael
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    Jacky

    No Graeme Guarantee on this, ok? Ths is not pretty.

    Add Ticket Group to the HOW of your report to see the last group.

    Add a new custom metric to sum the full resolution time:

    Add a further metric to sum the time in previous groups:

    And finally the difference between them is the time in the last group and convert to hours.

    You can remove some columns, to get...

    So the column at the end is constant on all rows but represents the time in the last Group.

     

     

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  • Boyan Parshorov
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    Hello Graeme,

     

    I've tried the things you've wrote, but it doesn't work for me.

    For example, there is No Orange "status" that I can select and add in "Resolution Time" , how to substitute it ?

    And there is no Orange "Group" that I can select and add in "Time in Previous Group" , how to substitute this too ?

    Or can you please be more specific as to what do we add from where to get the report working ?

     

    Thank you.

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  • Graeme Carmichael
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    Boyan

    The orange values must be inserted from the 'Attribute Values' section of the element viewer on the right hand side. 

    If you are new to creating custom metrics, check out this article.

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  • Boyan Parshorov
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    Hello Graeme,

     

    Thank you for your Help.

    I Think I've managed to make it work, but I am not sure if this is the exact report I am looking for.

    I need a report that shows How much time has a ticket been in different Groups.

    For example, he was in Group 1 for 2h, then in Group 2 for 3h, then in Group 4 for 1h - and Total time till Solved: 6h.

     

    Can you please help and advise ?

     

    Thank you.

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  • Graeme Carmichael
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    Boyan

    So it looks like we are back to the original question of tracking cumulative time in each group. I don't really have much more to offer than the original suggestion above which does not cover the time spend it the last group. Sorry about that.

    But tracking time per group would make an excellent feature request. In the same way that Zendesk has metrics on status, it would be good if it could track time in each group as part of the standard metrics.

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  • Franz Blaschek
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    Hello, 

    may you can help me again. 

    I need the same recipe but for explore. I can't find an option to show the duration time between the groups. 

    Thank you very much. 

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  • Graeme Carmichael
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    Franz

    Currently Explore suffers the same limitation as Insights. But here is a recipe for tracking time across groups.

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