Insights recipe: Unsolved tickets by group Follow

This recipe provides a quick way to see a breakdown of how many unsolved tickets (tickets not in a solved or closed status) are assigned to each group within your account.

Your final report will resemble the image below:

Skill level: Easy

Time Required: 10 minutes

Ingredients:
  • One built-in metric
  • One attribute
  • One bar graph
  • One final report

Building your report

  1. Click the Reporting icon () on the sidebar, then select the Insights tab.
  2. Click the GoodData link in the top right corner.
  3. On the top menu, click Reports>Create Report.
  4. Open the What panel, then select # Unsolved tickets from the metrics list.

  5. Open the How panel, then select Ticket Group from the attribute's list.

  6. Click Done

Customizing your report

  1. Select the bar chart icon to switch the report to a bar chart.

  2. Click Show configuration .
  3. In the Configuration section, move Metric Values to the X Axis and Ticket Group to the Y Axis.
  4. Click Apply.

  5. In Advanced configuration, select Global Settings.
  6. Select the Data Labels and Boxed option.
  7. Deselect the Gridlines option.

  8. Click Apply.
  9. Click Create to save your report for later use.



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Comments

  • 0

    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

  • 0

    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!

  • 0

    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 :) 

     

  • 0

    Hi Thomas, 

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

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