In this Explore recipe, you'll learn how to create a line chart showing tickets solved this year compared to last year by month.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
You can click the preview below to watch a video of this recipe, or continue to the walkthrough.
- In Explore, click the query (
) icon. - In the Queries library, click New query
- On the Choose a dataset page, click Support > Tickets > Support:Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns, add the Ticket Solved - Month attribute, then click Apply.
- Under Rows, add the Ticket Solved - Year attribute, then click Apply. Click the Visualization type (
) icon and select Line. - Click one of the time attributes that you added (Ticket Solved - Month or Ticket Solved - Year), and then click Edit Date Ranges.
- Click Advanced and set the range as below:
- From the beginning of 1 years in the past.
- To the end of Today.
You can click the header of the row selector, Ticket Solved - Year to ensure that all years are selected, and displayed on the chart.
14 Comments
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?
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?
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!
Ah! You can actually have the query showing both lines by default under Chart configuration > Row selector > Selected position. Choose select all.
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!
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.
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.
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
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
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.
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
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
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
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
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