This report enables you to evaluate agent performance by viewing the number of solved tickets. There are two ways you can view the number of solved tickets by agent. You can either use Insights' default View Only dashboard or create a custom report. This recipe will cover both options.
Skill level: Easy
Time required: 10 minutes
- Option 1: View Only dashboard
- Option 2: One built-in metric, two attributes.
Option 1: View Only dashboard
Insights' default View Only dashboard contains an agent activity report that analyzes the number of solved tickets per agent by day. The agent activity report is located under the headline metrics in the agent activity tab.
You can drill-in to view individual ticket details by selecting any point on the report. You can also specify a Date Range on the dashboard with the use of disconnected date dimensions. For more information on disconnected date dimensions see, Understanding disconnected date dimensions in Insights (Professional and Enterprise).

Option 2: Custom report
When creating your own report, you cannot directly copy the metric used in the agent activity report in the View Only dashboard. To make a new report to track the number of solved tickets by agents, you will need to select new metrics and attributes.
Keep in mind this is only one way to display # Solved Tickets. There are many different options to analyze daily productivity.
Creating your report
- Click the Reporting icon (
) on the sidebar in the agent interface, then click the Insights tab.
- Click the GoodData link in the top right corner.
- In GoodData, click Report>Create Report.
- Under the What panel, select the built-in metric # Solved Tickets.
- Under the How panel select Ticket Assignee and Week(Mon-Sun/Year(Ticket Solved).
- Click Done.
Customizing your report
- In the List of Values filter select, Week (Mon-Sun)/Year(Ticket Solved) is last week.
- Click Apply.
- In the List of Values filter select, Ticket Assignee isn't (empty value).
- Click Apply.
- Select the Bar Chart from chart types.
- Click the Show Configurations link next to chart types.
- Under Global Settings, uncheck Gridlines and Data Labels.
- Click Apply.
- Click Create.
Your report will resemble the image below.

Configuring dashboard drill-in
- On your Dashboard tab, click the gear icon (
), then select Edit.
- Click Reports, then double click your report title to publish to the dashboard.
- Click the report, then click the gear icon next to the report.
- Select Add Drilling.
- Select # Solved Tickets from the Select Metric/Attribute drop-down list.
- Select your drill-in attribute. If you are using a date attribute, you need to check Show date attributes at the bottom of the menu.
- Click Select.
- To view your drill-in options, click a bar on your report. You can change the style of the drill-in report by clicking the chart type icons in the upper-right hand corner.
21 Comments
Hello,
I have been looking online for help to create a customized report that shows tickets that took more than 48 our to resolve within a given time period. I can't seem to find anything regarding this specific metric. Can it be done in Insights?
Hi Lee! You can definitely measure this in Insights. Here's what I'd recommend:
WHAT - Full Resolution Time (hrs) [Mdn]
HOW - Ticket Id
FILTER - Create a numeric range filter for Ticket Id where Full Resolution Time (hrs) [Mdn] is greater than or equal to 48. That filter would look like this:
You can also select a Full Resolution Time metric within business hours, if you have them set up - that would be an attribute called "[Biz Hrs] Full Resolution Time (hrs) [Mdn]."
If you want to add a date filter (for example, you just want to see tickets with > 48 hours full resolution time from the month of April), you could add a filter for Date (Ticket Created) or Date (Ticket Solved).
I hope this helps get you pointed in the right direction!
Hi,
Is there a way to show the agents average on the same graph as the tickets by agent? I know there's a way to add an average in a table format, but can't find it in graph format.
Thanks
Hey Adi!
In order to show another datapoint like this you would not be able to use the add Average column as you can do in table format. You would need to include an additional metric on the report that provides that Average based on the metric configuration. A good reference for how to configure your report to reflect multiple data points in this manner will be the "customize your report" section in https://support.zendesk.com/hc/en-us/articles/219101987.
@james
Thanks!
I can't find a recipe anywhere for how to go about creating this average metric. I tried creating a metric that divides the total number of solved tickets by the number of agents but wasn't able to truthfully represent "total number of agents".
Any ideas?
Hey Adi!
Although you can do mathematical functions I would recommend just using the Avg Aggregation (https://help.gooddata.com/display/doc/MAQL+Expression+Reference).
Has anyone tried to build a graphic representation of assigned tickets vs solved ticket per agent for a "last week"?
Hey Kristina!
Can you explain in a little more detail what you mean by a graphic representation?
@james
Hey James, still unable to do this properly.
The issue is I'm trying to do a graph of # Tickets by assignee. When I add the average metric, it also slices it by assignee and gives the average for that agent.
Any ideas?
Hey Adi!
I've gone ahead and created a ticket 2631274 for you so we can work on this further. Please check your email for this - thanks!
Is there a way we can report on who has solved the ticket? We'd like to show the name of the user regardless of agent or end user.
@jessie
Hi!
I know this is a little late to the party, but I'm in the same boat as Kristina! I would love to be able to pull the metrics for # of assigned tickets vs solved ticket per agent for a given time frame, but I'm having a hard time of figuring which attributes to enter into which sections.
Any help would be greatly appreciated!
Hi Lindsey! Welcome to the Community!
I'm going to check with some of our Community Moderators to see if they can help you figure out how to do this. Stand by!
@Jessie!
Thanks so much for looking into this! That would be so helpful. I've been playing around with things, but nothing has been able to easily give me those details and I'm just not sure what to select in the what and how anymore. :)
Hey!
I have just built out this report and I would like to display this in a bar chart format. I wanted to sort the chart so that it goes from highest to lowest solved tickets but when I look at Chart Sorting it says, chart configuration is not supported.
Can you please advise what I should do?
Thanks,
Lettie
Hi Lettie,
For me it works, so I can sort from A-Z, Z-A, Smallest first and Largest first.
Have you by chance added more than the one attribute in this report (Ticket assignee)? That might prevent this kind of sorting.
You might also find help in this GoodData help article on Chart sorting.
Hello,
I want to show tickets solved per agent over the last week, last 2 weeks and last month so my agents can have an overview of their performance. Below is what it should look like. It this possible in Zendesk?
Last Week Last 2 Weeks Last Month
Ticket Assignee: 300 670 900
Ticket Assignee: 287 560 870
Ticket Assignee: 490 760 1000
I figured out:
LAST WEEK: SELECT # Total Tickets and Calls WHERE Week (Mon-Sun)/Year (Ticket Solved) = PREVIOUS
LAST MONTH: SELECT # Total Tickets and Calls WHERE Month/Year (Ticket Solved)= PREVIOUS
but I can't figure out the LAST 2 WEEKS.
Hi Christopher,
Good job!
For the last 2 weeks metric you could include a date filter that looks at tickets from 14 days in the past until now (see below).
LAST 2 WEEKS
The output from this metric ^ will update daily (to the most recent 14 day period), whereas your statements will only update when you enter into a new period (week or month).
That may be fine for you purpose, but you could also make changes to them that filters by a date count if you'd like.
Hey Jacob,
Since I need fixed times I found this to work for only 2 weeks:
SELECT # Total Tickets and Calls WHERE Week (Mon-Sun)/Year (Ticket Solved) < THIS AND Week (Mon-Sun)/Year (Ticket Solved) > PREVIOUS -2
Excellent 👍
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