Is there a way to report on all inbound tickets per day

5 Kommentare

  • Graeme Carmichael

    Greg

    The first thing to do is ensure you are basing your query on the Ticket Updates dataset. From there you should be able to use 'update date' and the various update metrics.

    1
  • Greg Szydlo

    Thank you!

    In this scenario, does the Update-Date limit counts tickets created? Is, ticket creation counted as an update in this context?

    0
  • Graeme Carmichael

    Greg

    Yes, when a ticket is created it will show as an update. So you will see something like this for the field changes...moving from blank to their initial value.

    1
  • Greg Szydlo

    Thats amazing. Thanks you Graeme.

    Am I correct in saying that in your example, Ticket ID 405840 would have 6 updates in the End-User Updates column? Since it has 1 Update ID, but 6 field changes?

     

    I'm trying to get to grips with this report, since when I look at the tickets shown in my report they show higher numbers of updates than what I can actually see in replies from the customer.

    Greg

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  • Graeme Carmichael

    Greg

    It is confusing. This report will show 1 update against ticket 405840 despite multiple fields being changed.

    Think of an update as an event. Such as:

    • the ticket being created or
    • an agent changing some field values then submitting a ticket, or
    • an automation nudging the customer because the ticket has set at pending for a week.

    These are all one update and each update will have one 'Update ID'.

    So an automation firing or a trigger firing is an update. An event may not include a comment.

    The count of updates counts the unique values of the  'Update ID' field. You will see about the one ID covers all these actions.

    The best way to see it in action is take one active ticket. Include the update date, the update ID and the field changes and you will see the various updates all covered by one 'Update ID'.

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