Trying to view a specific end-users tickets but not finding a way to select them in a view or a report? Fear not, because in this tip I'll show you how!
First, for showing an end-user's tickets in a View , you need to create an Organization and add them to it. Then, you can create a View based on that organization.
- Go to Admin ( )> Manage > People and select add organization at the top right. Name the organization but do not add an email domain. If you add a domain it will put all your users (end-users and agents) with that email domain in that organization.
Now, go to the end-user's profile page in
and selecting the end user's name. On the left side of the page, click
+ add organization
and pick the one you just made.
- Now to create the view, go to Admin ( )> Manage > Views and select add view . Set the "Meets all the following conditions" field to Ticket: Organization is (Organization you created) . You can add multiple end-users tickets to this view by adding them to the organization.
Another option to create a view based on a specific end-user is to add a Tag to the end-users profile. This will add that tag to every ticket created by that user moving forward. Then you can create a View with the condition Ticket: Tag Contains one of the following and add your tag.
Now, to create a report showing the number of tickets by a specific end-user. Please note for this we are going to use Insights which is only available on the Professional and Enterprise accounts. For this we are going to create a report in GoodData on the top right of your Insights page in Reporting .
Create a report with the "What" field being
and the "How" field being
. Filter the User to the end-user you want to report on.
- You can change or add to the "What" option to show number of reopens or whatever metric you are looking for for that end-user's tickets.
That's all there is to it! Now you can view/report on specific end-users tickets with ease.