Time Tracking recipe: The most costly support issues for your organization Follow

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14 comments

  • Avatar
    Jacob Bockelmann

    Why can't I report on time spent by ticket tag? We use tags to categorize our tickets and after going through all of the recipes to build the metrics I was very disappointed to discover that time by tag would yield "nonsensical results." Why is this? The way in which I'm using tags should be no different from how you're using Issue Type in the example from this article.

  • Avatar
    Kris Kostecky

    Colin Piper and . I'm having the same issue about not being able to select 'ticket tags' as the attribute. It's greyed out in good data, but I can shift-select it when building this report. However, it warns you and then errors out saying that the results will be nonsensical.

    This is really unfortunate, because tags are exactly what we use to classify tickets and this data would be very beneficial to see.

    The only issue I can see here is that tags is a list of strings and perhaps there is no operator to handle the fact that there are multiple tags in a ticket.

  • Avatar
    Brian Manning

    Hi Kris,

    I see you have a ticket open with us already. An advocate will be in touch to take a look at your specific report.

    @Everyone

    Tags are problematic in Insights.  We have a very recently updated article(4 days ago) on the topic that covers the details better than I ever could.

    Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise)

    If you haven't looked at that article recently I'd take a peek.

    This is what you need to do in a nutshell:

    • Create a custom metric that detects the tags you're looking for.
    • Use a numeric range filter to include or exclude tickets bearing the tags you're working with.

    A nice alternative to raw tags is using ticket fields. Ticket fields are much easier to work with in Insights. If you have a set of categories or related tags that can be combined into a custom dropdown reporting on it will be a breeze. Dropdown fields work by applying and removing tags so implementing one shouldn't require major changes to your workflow.

    If you're struggling to get the results you need feel free to open a ticket with our support team and we'll take a look at your specific situation.

     

    Cheers!

  • Avatar
    Eric

    This report is great for us. There is one thing that would make it better and I'm not sure if it's possible. Is there a way to drill into a bubble to manually go through some of these tickets? For example, this report shows me that we spend a ton of time transferring accounts for our members. As a result we're going to build a self service migration tool. However, in the meantime, I'd like to go through these tickets to see how we're answering them and see if there is a way we can be more efficient. If I could click on a bubble and it would take me to a list of the tickets that comprise the bubble that would be great!

  • Avatar
    Nicholas Vardis

    Hello

    I was able to build the metrics and the reports but my times are coming back blank. I'm not quite sure what I am doing wrong here, but its probably something silly. The timer has been installed for a while now.  

  • Avatar
    Brian Manning

    Nice! I'm glad that did the trick. Cheers!

  • Avatar
    Colin Piper

    Jacob, can you help by identifying where your quote, "nonsensical results", comes from please? I did a search and could not find the article you may have read this in.
    I ask this as I have many reports that use a tag as a filter and my results are perfectly fine so i wanted to get the context to this.
    It is true that if you only want to track time after a tag was added that I can see that being troublesome but I am now guessing as to the issue.

  • Avatar
    Kris Kostecky

    Hey Brian,

    Thanks! That article was great and allowed me to do a few additional things that I couldn't before. Namely allow me to filter based on one or more tags that are well defined.

    However, the fundamental issue I'm having is that gooddata will not allow me to use '# Tickets' && 'ticket tags' with any of the 'agent time tracker' metrics I created.

    I need to create a bubble graph that shows the `# Tickets` grouped by each of the TOP 30 tags used vs. avg time spent solving each group of tickets. This would change on a daily basis. This is the crux of it. It's the natural extension of the https://support.zendesk.com/hc/en-us/articles/203664226-Time-Tracking-recipe-The-most-costly-support-issues-for-your-organization article, but using tag data already there vs. a custom field.

    When you include `# Tickets` and `Ticket Tags` which has the data link to the tag model, it excludes you from selecting any time tracking attributes and vice versa.

    Right now, what I could do with the knowledge I have, is specify 30 static tags with a whole lot of tag based numerical filters and get something, but it's usefulness and amount of maintenance would make it not worth it.

  • Avatar
    Kyle Handley (Edited )

    Month/Year (Event)

     

    I'm not seeing this in "Select an attribute to filter"

     

    Is Month/Year (Ticket Last Updated) equivalent?. 

  • Avatar
    Brian Manning (Edited )

    @Nicholas - Judging from your screenshot it looks like you used the "Ticket Numeric Change" attribute instead of "Numeric Field".

    You'll want to replace the attribute I marked in the screenshot with "Numeric Field" from the Attributes menu. You'll need to change the attribute value as well. Be sure to select Attribute Values>Numeric Field>Total time spent (sec) when you add the value.

    If that doesn't do the trick reply here and I'll spin up a ticket for you.

    Cheers!

  • Avatar
    Kris Kostecky

    Brian Manning,

    Thanks! If you do, it'll be some good magic to amend this article with! Looking forward to your results.

  • Avatar
    Nicholas Vardis

    I knew it was something simple. Thanks for your help! Works great! 

  • Avatar
    Brian Manning

    Kris,

    Let me take a look and see what I can do. I can't promise this is going to be possible using ranked tag metrics, but I'd like to see what I can do. I'll follow up when I have some news.

  • Avatar
    Megan Howell

    @Eric,  You should be able to add a Ticket ID drill-in report to this type of report! On the dashboard where it is placed, go ahead and click "edit" (under the gear icon), and then select the report you want to add drilling to, and click on the gear icon next to the report. Under the "Drilling" tab, you will add drilling based on ticket ID:

    This won't give you a table-formatted list, exactly, but will give you the ability to click on a data point and see the points that make it up, and click through to the tickets. Hopefully this helps!

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