Insights recipe: Reporting on full resolution time Follow

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8 comments

  • Avatar
    Asif Hussain

    How can I exclude the tickets closed without a public reply from this report? I tried the filter "public comment is true" however it only looks at the last event ie was there a public comment when ticket was solved.

  • Avatar
    Ferran Barneda Delporte

    Hi Asif,

    For that you will need to clone the metric "Full Resolution Time (hrs)" and create a new one with an extra filter. So, basically that it would check if the ticket has a public reply or not.

    Here you have a community post that will help you a lot with that filter:

    https://support.zendesk.com/hc/en-us/community/posts/208508778-Report-on-Tickets-Solved-without-Comments

    Also, here you have video about how to create a custom metric (GoodData):
    https://fast.wistia.net/embed/iframe/1zobjqv4o4?popover=true

    Hope this helps!

  • Avatar
    Bobby Quezada

    I see that the How is set to the time the ticket was created? 

    Is this listing tickets solved for tickets created on their creation date? 

    Would there be any loss of data if we were to change that to the date ticket was solved? 

  • Avatar
    Justin Smith

    Hey Bobby,

    This report isn't showing just tickets that were solved on the same day that they were created.  Rather the report is showing the full resolution time it took for tickets that were created on the time stamps listed.  So if you wanted to see the total time it took to solve out all tickets created in September 2015 - this report would be what you want to use.  When the ticket was solved doesn't have any bearing on which tickets are listed here (unless of course they aren't yet solved out).  

    To answer your question then, changing the report to show full resolution for tickets solved wouldn't result in a loss of information, but the tickets reported would be different than those listed using the created value.  That would then show the total time it took to solve out all tickets that were solved on a particular day, irregardless of when they were created.

    Both reports have merit in terms of the accuracy of their data, but it depends on your account workflow and reporting needs for determining which would be best to help your account to track ticketing data.

    I hope that helps!  :)

  • Avatar
    Lee Candelaria

    Hello,

     

    I have been looking online for help to create a customized report that shows the number of tickets closed that took more than 48 hours to resolve within a given time period.  I can't seem to find anything regarding this specific metric.  Can this be done in Insights?

  • Avatar
    Monica Aten

    Hi Lee,

    Let me know if they answer your question. I am looking for the same type of report.

    Thanks,

    Monica

  • Avatar
    Jessie Schutz

    Hey, Lee and Monica!

    I'm checking to see if one of our Insights experts can weigh in on this for you. :)

  • Avatar
    Christopher Hanson

    Hi, Lee and Monica,

     

    Yes, it is possible to track the number of tickets closed that took more than 48 hours to resolve within a given time period using Insights. To do this you will need to create a custom metric that tracks the full resolution time of a ticket and have it specifically look for a time greater than 48 hours. For more information on creating a custom metric, see Creating custom metrics in Insights.

     

    An example of this type of metric would look as follows:

    SELECT #Tickets WHERE Full resolution time in minutes >= 2880

     

    Additionally you can reference Insights recipe: Reviewing SLA performance in Insights, for reporting on time based events such as this. Although this resource is intended for SLA recipes, it may be useful to your specific use case.

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