This report will create a list of the top problem tickets by the number of unsolved incidents. This can help you identify which issues are having the greatest impact on your customers.
Skill level: Intermediate
Time Required: 15 minutes
Ingredient List
- 1 custom metric
- 3 filters
- Problem tickets with linked incidents
Instructions
Step 1: Make sure you have at least one problem ticket with at least one linked incident in your Zendesk.
To learn more about this workflow in Zendesk, see this article on working with problem and incident tickets .
Step 2: Create a new Insights report.
- Click the Reporting icon (
) in the sidebar, then click the Insights tab.
- Click the GoodData link in the top right corner of the panel.
- In Insights, in the top menu, click Reports, then click Create Report.
Step 3: Create a custom metric for the percentage of unsolved tickets.
- Click What , then click advanced in the middle column and choose “Custom metric.”
- Give the metric a descriptive name, such as "% Unsolved tickets," then enter the metric as it appears in this screenshot:
The green items need to be selected from the “Elements” picklist on the right. # Unsolved Tickets and # Tickets are both listed under Metrics.
- Add a percent sign to the end of the metric formatting.
You can do this from the report interface, in the Detail column:
Step 4: Add metrics and attributes to your report.
- Under What , choose # Tickets and your custom % Unsolved tickets metric.
- Under How , choose Ticket Problem .
- Click Done.
Step 5: Add filters to your report.
- Add a List of Values Filter .
Choose the attribute Ticket Problem , set the dropdown to “Isn’t,” and check the box for (empty value) . - Add a Numeric Range Filter .
Choose the attribute Ticket Problem , choose the metric % Unsolved tickets , set the dropdown to Greater than or equal to, and enter 0.5 in the field. - Add a Ranking Filter .
Select the number of results you want, choose the attribute Ticket Problem , and choose the metric # Tickets .
To make the report easier to read, you can double-click the headers and change the labels:
Result
The result will be a chart showing the top problem tickets by the number of linked incidents, where at least half of those incidents are still unsolved:
Please note - This report is based on groups of incident tickets, not the problem tickets themselves. You can change or remove the filters to get different results.
For example, if you remove the "% Unsolved tickets" metric and filter, you will see the top problem tickets for your entire account, regardless of whether they have been solved. However, you cannot add problem ticket attributes (like the status or subject) to this report.
18 Comments
Thanks for this!
I've tried adding into the table, beside the problem ticket ID, the problem ticket subject (title), but to no avail. Our team would love this - to be able to know the 'top' unsolved problems from a glance.
Is this possible?
Thanks.
Hi Matt!
I don't think it's possible to report on a subject. Based on your use case, I think you might actually be better off using a View to showcase your top unsolved Problems.
Thanks Jessie. Nice suggestion. Take care.
We would like to see the Problems with NO incidents as well. How to make them show up in the reports?
Hi Aswin!
Using the reports laid out above, you should be able to see all Problem tickets, and if there are no linked incidents it would just say "0" in the # Linked Incidents column. Is that not what you're seeing?
I'm not seeing the "0" in Linked Incidents column. Moreover, I cannot find out the channel of the Problem tickets (if I add Ticket Via in HOW, it gives the channel of the Incidents, but I need the channel of the Problems).
Do those tickets just not show up in the report at all? Or is there another value instead of "0", such as "n/a"?
They just don't show up at all.
Hm. I think I'm going to need to get an expert in here because I'm not sure whether it's supposed to work like that or not. Let me track somebody down for you!
Hi Aswin,
I'm going to pull this into a ticket to further troubleshoot as we'll want to go over some account-specific information. You'll receive an email from me shortly where we can pick up this conversation!
Still looking to display the problem ticket subject in reports.
At the current state, these are not workable.
It requires to check the problem tickets one by one to see their subject which doesn't make sense.
Piggy backing off of Edouard - is there a way to add "Problem ticket subject" to this report?
Hello everyone.
Here Justin built a report that may save most of your QA needs.
https://support.zendesk.com/hc/en-us/community/posts/360004399388-Problems-and-Incident-counts-with-Google-Apps-Script-integration-template-guide
On my side this report works but I'm still pulling my hair to extract custom fields to be able to build problem/incident QA reporting per product.
I submitted a support request and I'm confident that soon it will be achievable.
Best
Hello Edouard,
Thanks for sharing this report with other users in the Community. Please let us know if you need any other support regarding your work with custom fields.
Best Regards.
Hey Devan - Community Manager
Unfortunately the support are saying that this is out of their scope.
I'm quite disappointed as this very little element would unlock a lot of potential that is not accessible with the built in metrics.
Do you have the possibility to reach someone who might know of to call custom fields with the API?
Thanks
Hi Jules Winckelmann -
I've looked into this a bit further, and it looks like you've hit one of the limitations of the product. I'd encourage you to post a request to the appropriate product feedback topic, or if you have a Success representative, to share your needs with them to escalate to our Voice of the Customer team.
Hello.
Thanks for sharing those, Edouard.
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