Insights recipe: Unsolved tickets by group Follow

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4 comments

  • Avatar
    Thomas Barnisch

    Hi, 

    is there a way to narrow down the unsolved tickets report even more?

    I'm trying to get a report on unsolved tickets for a given date/time.

    The report only shows the number of unsolved tickets in my Zendesk right now.

    What if I want to know how many unsolved Tickets I had in Zendesk on f.ex. last friday or any other given date?

    Thanks

  • Avatar
    Anna Mae Alonzo-Casacop

    Hi Thomas,

    Yes there is a way to filter your report within a given date/range.

    On the FILTER tab > You can choose "Select from a List of Values (including date range)" > And then click on "Select Attribute" > Please search for the Date(Event) attribute.

    You will then see this where you can choose the range:

    I hope this helps Thomas!

  • Avatar
    Thomas Barnisch

    Hi Anna Mae,

    Thank you for the hint. 

    I think this did the trick, I didn't use the "Event" Attribute, I always took the "Date Solved" Attribute. 

    With the "solved" Attribute the ticket won't show up in the report, if the status was changed to open again  by a new customer message afterwards.

    So far the report seems stable :) 

     

  • Avatar
    Anna Mae Alonzo-Casacop

    Hi Thomas, 

    That's good to hear! Let us know if you have any other questions! :)

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