Explore recipe: Solved tickets this year compared to last year

Have more questions? Submit a request

14 Comments

  • Bill Cicchetti
    Comment actions Permalink

    Anyone know of a way to stack the lines so current year/month is on top and previous year/month is below it so its easy to compare  2019 month to 2018 month?

    0
  • Ricardo
    Comment actions Permalink

    Hello, Bill,

    If you press the key Command of your keyboard, you are able to select both results and see the two lines in the same query:

    Does that help?

    0
  • Bill Cicchetti
    Comment actions Permalink

    Thanks Ricardo for the feedback.  I forgot about that functionality and it does help a bit.  I still am wondering if there is a way to obtain there results without doing this additional step.

    Thanks again!

    0
  • Ricardo
    Comment actions Permalink

    Ah! You can actually have the query showing both lines by default under Chart configuration > Row selector > Selected position. Choose select all.

     

    1
  • Bobby Koch
    Comment actions Permalink

    Hey team, 

    Is there a way to bring this to the week/daily level?

    I.e., I want to compare last weeks volume to the same (or close enough to the same) week from 2019. 

    I followed this article (which is awesome, btw) and got this far:

    But ideally, we can look at week 1 from 2020 and compare it to week 1 from 2019, but broken down further by the date (or day of the week i.e., 1 -7). Would appreciate any help here!

    0
  • Devan
    Comment actions Permalink

    Hello Bobby Koch,

    You will want to use a time comparison calculated metric to create this type of report to the level of granularity you've described above. 

    Best regards. 

    0
  • William Nilsen-Nygaard
    Comment actions Permalink

    Hi,

     

    Is there a way to have a figure showing the change from current month compared to previous month in percentage? For both created and solved tickets.

     

    0
  • Brandon Tidd
    Comment actions Permalink

    Hey William Nilsen-Nygaard -

    This should be possible using date range calculated metrics.

    The comments section in this article provides step by step instructions.

    Hope this helps!

    Brandon

    0
  • Ibrahim Shariff
    Comment actions Permalink

    Hi All,

    I am trying create a report with initial solved date for all the tickets that I delivered to my customer. This feature was there in insights and I am struggling find this feature in explore.

    When I deliver the ticket to my customer even if customer respond back as thank you my ticket moves from solved to unsolved status, due this I am not getting an accurate report.

    Can some one please help to find if there is initial solved date option in explore or if there is any work around available for this.

    Thank you so much.

    Ibrahim

    0
  • Hannah Meier
    Comment actions Permalink

    Hello Ibrahim Shariff

     

    Unfortunately, since Explore does not have a minimum function available in our formula writer, there is no way to report on the first time a ticket was set to "solved" in Explore at this time. We do understand that this is a limitation and do have this on our road map to fix.

    0
  • Jayden Woolley
    Comment actions Permalink

    Hi,

    Is there a way to change the status of the tickets by month? Or is there only the option for Ticket Solved/Created? We have a rule in place to mark Solved tickets as Closed after a certain time period of being solved, and this makes our report not accurate.

    Jayden

    0
  • Brandon Tidd
    Comment actions Permalink

    Hi Jayden Woolley -

    Sorry to hear you're having trouble.  You might be able to leverage the attribute "Update Ticket Status," but before you do that I'm curious what part of your data is breaking, as changing the status of a ticket from Solved > Closed shouldn't impact the date/time the ticket was moved to a solved status? Looking forward to your thoughts!

    Brandon

    0
  • Jayden Woolley
    Comment actions Permalink

    Hi Brandon,

    Apologies for the delayed response. So when I input the data for the Ticket Created New, there is a tag I am wanting to filter this by. There are a couple of tickets that were new when they arrived and changed to open, and then getting the tag after that change. I was hoping there might be a way to filter new and open.

    The previous issue I thought I had was that the solved was not showing the correct information due to tickets being marked as closed after a certain time period. I was wrong. So ignore my first comment about the inaccurate report.

    Jayden

    0
  • Brandon Tidd
    Comment actions Permalink

    Hi Jayden,

     

    You should be able to update your filters to include multiple statuses (New & Open, Solved & Closed, Etc)
    More information is available on this page.

     

    Brandon

    0

Please sign in to leave a comment.

Powered by Zendesk