Recreating native ticket metrics with Insights event data

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  • Erik Bailey
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    Everything here works great, but I wasn't able to find a way to do the final WHERE clause like:

    WHERE Ticket Status IN (Solved, Closed

    How do you get the "Solved" and "Closed" to appear by themselves, rather than [Status] solved?

  • Amy Dee
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    Hi Erik! It sounds like you're looking under [Text Field] New Value or [Text Field] Previous Value. Instead, go to Attribute Values, then look under Ticket Status. That should show you the available values for the Ticket Status attribute, including Solved and Closed.

    I hope this helps! Happy reporting!

  • Erik Bailey
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    Score - that was it! Thank you! :)

  • Leigh Cohen
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    I am trying to create a report to determine which tickets have more than 3 public replies and by which agents.

    I tried to create a report that has

    # Tickets

    I tried to create a custom metric to add  - # Tickets WHERE #public Comments > 3


    The custom metric is not working so I am sure I did not set it up properly.


    Any suggestions?



  • Jacob J Christensen
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    Hi Leigh,

    You shouldn't need a custom metric for that report. If you do the following I believe it will give you what you're looking for.


    • # Ticket Updates


    • Ticket Id
    • Updater


    • Numeric range filter: Ticket Id where # Public Comments is greater that 3
    • (Optional) a relevant date filter, to limit the report size.

    Hope that helps you out.


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