Insights recipe: Reporting on created and solved tickets

This recipe will instruct you on how to create custom reports to analyze your created and solved tickets by date and by a specific day of the week. For more information on Insights reporting, see Insights resources. 

Ingredients List

• 1 pre-built metric
• 2 custom reports

Number of Tickets Created and Solved by Date

The first report will measure the number of tickets created and solved by date. 

To create your report

1. In the Zendesk Support agent interface, click the Reporting icon. 
2. Select the Insights tab. 
3. Click the GoodData link in the upper-right corner. 
4. Select Report in the toolbar. 
5. Click Create Report. 
6. In the What panel, select # Tickets Created and # Tickets Solved.

   

7. In the How panel, select Date (Event). 

   

8. Click Done. 

You can apply a filter to limit your results to a specific date range. This report will limit the date range to the last thirty days. 

To apply a date range filter

1. Click the Filter button. 
2. Select the Select from a list of values filter. 
3. For the attribute to filter, select Date (Event). 
4. Select either a floating date range or specific dates. 

   

5. Click Apply.

 The final report should resemble the image below. 

Number of Tickets Created and Solved by Day of Week

The second report will measure the number of tickets created and solved by the day of week, drilled down to hour. 

To create the second report

1. In Reports, click Create Report. 
2. In the What panel, select # Tickets Created and # Tickets Solved. 
3. Click the # Tickets Solved metric. 
4. In the Detail panel, click Add Drill Step underneath Drill In Settings. 
5. Select Hour of Event from the drop-down list. 
6. In the How panel, select Day of Week (Mon-Sun)(Event)

   

7. Click Done.

The final report should resemble the image below.

If you wanted to drill down to see the number of solved tickets on Thursday by Hour of Event, simply click on the green bar for Thursday.

Here's an example of using drill in.