This article contains recipes for the following categories:
For more help with Insights, see Insights resources (Professional and Enterprise).
Agents
- Recipe: How many interactions do my agents have via tickets
- Recipe: How many ticket are assigned to my agents each day
- Recipe: Due date performance report
- Recipe: Tickets by agent by channel
- Recipe: Solved tickets by agent
- Recipe: Agent contributions at the update level
- Recipe: Solved tickets moved between groups
First reply time
- Recipe: Reporting on average First Reply Time in Insights
- Recipe: First reply time heatmap
- Recipe: First reply time by event
Satisfaction and SLA
- Recipe: Are our support efforts being directed at our most valuable customers
- Recipe: Are my support tickets being routed to the best group for the job
- Recipe: Reporting on customer satisfaction by agent
- Recipe: Reviewing SLA performance in Insights
- Recipe: Customer satisfaction bullet chart
- Recipe: Adding limits and goals into reports
- Recipe: Reporting on CSAT and one-touch tickets
- Recipe: Bad ratings with comments
Tickets
- Recipe: Reporting on created and solved tickets
- Recipe: Duration between two or more ticket events in minutes
- Recipe: Reporting on duration of a text field
- Recipe: Showing rank over time
- Recipe: Using running totals
- Recipe: Showing percentage breakdown of any attribute
- Recipe: Showing MoM change with headline report
- Recipe: Creating reports using date facts
- Recipe: Tickets created by shift report
- Recipe: Ticket creation heatmap
- Recipe: Time-over-time reporting
- Recipe: Top problem tickets by unsolved incidents
- Recipe: Including the 0 value in Insights reports
- Recipe:Ticket by time of day created
- Recipe: One-touch tickets
- Recipe: Reporting on full resolution time
- Recipe: Unsolved tickets by group
- Recipe: Measuring the number of incidents by problem
- Recipe: Reporting on nested drop-down fields
- Recipe: New, Open, and Solved tickets headline reports
- Recipe: Average resolution time without Pending or On-hold time
Time tracking
- Time Tracking recipe: Creating a billing report
- Insights recipe: Work time between first reopen and final solve using Time Tracking
Tag reporting
Support tech notes
The recipes below are provided by our customer service team.
- How can I report on ticket age in days based on when the ticket was solved?
- Global access to Insights reports before downgrading agent author
- Reporting on average ticket age
- Add a sum row or column to Insights report
- Change metric labels on Insights legend
- What timezone does Insights use?
- How can I see user email addresses in Insights?
- Can I provide users access to specific tabs within a restricted Insights dashboard?
- Edit the name of an Insights dashboard's PDF file
- Generating a user last login date list
- Add sum row or column to Insights reports
- "Unexpected end of string" error in the Insights Metric Editor
- Changing the display label of Insights attributes
- Reporting on user and organization tags
- Reporting on ticket tags
- How are ticket channels defined across Insights?
- Insights recipe: Ticket creation events
- Insights recipe: Tickets created by agent or end-user
- Reporting on user and organization tags
- Insights recipe: Finding how many users submit tickets each month
For more tips from our customer service team, see the Reporting and performance section in Support Tech Notes.
Comments
2 comments
Hello team, is there any option to create a list of tickets in insights?
We are looking for a report of all tickets that havent been updated for 48 hours.
@Andrew Yes, you can do it. Just check Ticket Id in How
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