Insights recipe: Reporting on created and solved tickets

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36 Comments

  • Rich Lorenzo
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    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?

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  • Graeme Carmichael
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    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.

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  • Rich Lorenzo
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    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..

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  • Lisa Nanoff
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    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!

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  • Jacob J Christensen
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    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?

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  • Lisa Nanoff
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    Thanks Jacob!

     

    That clears things up! 

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