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Insights recipe: Reporting on created and solved tickets

Hammad Naseem
  • Edited

professional enterprise plans

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.

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40 Comments

  • Rich Lorenzo

    I have another question now: I'm trying to create a metric that will show % of tickets more than 2 days old.

    This would be very easy with actual SQL but I'm at a complete loss how to build this metric in GoodData. Basically, I don't know how to determine the number of tickets meeting the criteria:

    - Not Closed, Solved, Deleted

    - More than 48 hours since the ticket was created

    Is there any concept of the current time available in GoodData?

    I found this "Fact" Ticket Created at (Minutes) but I'm not really sure what that means. And I would still need to know the current time to do any sort of calculation and logical decision based on the amount of time between created and "now".

    I have a feeling this is not going to be possible to do the way I am trying to do it. Does anybody have any ideas?

    0
  • Graeme Carmichael
    Community Moderator

    Rich

    Creating hourly measures in GoodData is a little dangerous as the feed from Zendesk is not real time. For that kind of monitoring of unsolved tickets, it may be better to use a view. Views are real time and are a good way of managing live tickets.

    In GoodData, the macro THIS points to the current date, but not the current time. So the easy way to monitor unsolved tickets 2 days and older is:

    Just for fun, to attempt an hourly report in GoodData, you can try:

    The base date for THIS and the ticket created at minutes are not the same, so some manipulation is needed. There is also daylight saving to consider too. I would not recommend this route.

    0
  • Rich Lorenzo

    Thanks Graeme, this is very helpful. I'm very much aware that the data feed is not real time. My thinking was that I would be able to rationalize "Ok, so that's the % of tickets older than 48 hours as of 3 hours ago". 

    However, it seems there are other things I hadn't considered. I think your suggestions can help me get close enough to what I was trying for. Basically, average age of open tickets is not a helpful metric when one ticket could be lingering, for very good reason, for months and skew the average. Perhaps I could try something more like median ticket age but I still would prefer something that shows me % of open tickets above a certain age.

    I'm sure there are plenty of other ways to paint the picture I'm trying to paint in my dashboards, I just wish it didn't require so much arcane knowledge and creativity. Thanks for your help, without these forums building these reports for my exec dash would be truly a nightmare..

    0
  • Lisa Nanoff

    Hi!

    I'm creating a report on the average first reply time by calendar week.

    I've set the What ? to "AVG first reply time in hours". When setting the How? I noticed a considerable difference in time between "Week (Mon-Sun)(Ticket created)" and "Week (Mon-Sun)(Ticket solved)".

    What is the difference between these two metrics and why to they give such different results? When looking at the Reporting overview, it seems the built in avg first reply time corresponds to "ticket solved", why would this be more appropriate that "ticket created"?

     

    Thanks!

    0
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Lisa,

    The filters by week determine what tickets you're reporting on.

    Are you looking to report on tickets that were created in that week or tickets that were solved that week? There is probably some overlap, but it will not be exactly the same tickets, so the time could vary significantly.

    Does that make sense?

    0
  • Lisa Nanoff

    Thanks Jacob!

     

    That clears things up! 

    1
  • Imran Rabbane Sawjet
    • Edited

    Hey, 

     

    I can't add Date(event) in How panel. Can you please share what is the problem?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Imran,

    What metric are you using under the What tab? It's possible the Date(event) attribute is not compatible with the metric you're using.

    Let me know!

    0
  • Erin Shevlin

    I'm trying to run a report that shows how many tickets were solved by our "bump bump solve" trigger when a customer doesn't respond to a pending ticket. Any suggestions on how to accomplish this?

    0
  • Pedro Rodrigues
    Community Moderator

    Hi Erin Shevlin, you can create a trigger that detects that the status changed from pending + status changed to solved + contains tag (or whatever you use to make sure the ticket is in the bump bump solve workflow). Then you add a specific tag to that ticket, which you could use in reporting.

    Alternatively and providing a more detailed solution, I usually do that by adding an additional tag that is never deleted from the ticket.

    • Let's say that the business rule that updates your ticket adds the tag inactive_enduser_solve
    • You would then also add the tag metrics_inactive_enduser_solve to that rule, for example

    Assuming you have a trigger that removes the first tag if the customer replies (in order to reset the workflow), that same trigger shouldn not delete the second tag (the one that contains "metrics_"), which will always be added to the ticket.

    This way you'll be able to see how many tickets are:

    • Solved without inactivity (does not contain neither inactive_enduser_solve nor metrics_inactive_enduser_solve)
    • Solved with inactivity (contains inactive_enduser_solve)
    • Solved, where inactivity was applied but later reset (does not contain inactive_enduser_solve + contains metrics_inactive_enduser_solve)

    Hope this helps!

    0

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