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
- Recipe: Generating a user last login date list
- Recipe: Tickets created by agent or end-user
First reply time
- Recipe: Reporting on average First Reply Time in Insights
- Recipe: First reply time heatmap
- Recipe: First reply time by event
- Recipe: First reply time by event (version 2)
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
- Reporting on a numeric field that has a constant value
- Recipe: Ticket creation events
- Insights recipe: Finding how many users submit tickets each month
- Insights recipe: Reporting on internal tickets
Time tracking
- Time Tracking recipe: Creating a billing report
- Insights recipe: Work time between first reopen and final solve using Time Tracking
8 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.
Is it possible to report which user added tags to a ticket? We want to identify which agents are spotting a certain issue and adding a specific tag to tickets.
Hey Dan -
Unfortunately it is not possible to report on which user added tags to a ticket.
Tags aren’t connected to event data, so there’s no way to report on when or how they were added or removed.
However, if the update is important, we'd recommend associating the tag with a dropdown or checkbox field. Then you can report on the field changes.
Dan, maybe off-topic, since this is an Insights article, but this *can* be done with the API (read the events for the ticket, and find the event where the value of field_name "tags" (which is a list of tags) changed to include the tag of interest.
If you are wanting to report on a custom ticket metric, such as number of customer issues received per month (customer issue is a drop down box with many options that each agent selects...they also select the solution to the customer issue - the same way), how can you report on that? I am signed up for the advanced reporting but really need to find this data now
Hey Jamie!
You should be able to use that custom ticket field within your reports, the custom field should show as an attribute under the How of any report you are building.
If you don't see this field, or if something isn't working as you expect, please shoot us an email, we will be happy to ensure there isn't an underlying issue!
The "support tech notes" listed in the intro is not in this document, and the link just takes you to all reporting and performance articles?
Hi Celia -
Yes, "Support Tech Notes" are a category of content that is written and published by our Customer Advocates (as opposed to the product documentation team.) That link takes you to an index of all of the Support Tech Notes relevant to Insights.
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