Recreating native ticket metrics with Insights event data Follow

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5 comments

  • Avatar
    Erik Bailey

    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?

  • Avatar
    Amy Dee

    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!

  • Avatar
    Erik Bailey

    Score - that was it! Thank you! :)

  • Avatar
    Leigh Cohen

    Hi,

    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
    What

    # 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?

     

    Thanks!

  • Avatar
    Jacob J Christensen

    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.

    WHAT

    • # Ticket Updates

    HOW

    • Ticket Id
    • Updater

    FILTER

    • 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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