Explore recipe: Reporting on created and solved tickets

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18 Comments

  • Bill Cicchetti
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    Hmmm when I expand the Tickets choice list under Metrics I don't see a Tickets Created option
     

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  • Stephen Fusco
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    Hello Bill, 

    Thank you for reaching out to us. Based on your screenshot it looks like you've selected the wrong dataset. You'd want to select the dataset called "Support: Ticket Events" from the looks of your screenshot it appears you've selected the "Support: Tickets, Users, Organizations" dataset instead. 

    Because we are tracking ticket events we'd want to use that dataset. Event metrics are not available in the other datasets. I hope that helps! 

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  • Bill Cicchetti
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    Thanks Stephen!

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  • Ann Verstraete
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    The amount of tickets solved on a day differs from the information I gather out of the dataset "Support: Tickets, Users, Organizations". In this last dataset the solved tickets are calculated based on "date tickets solved" whereas in this example it is calculated based on "update date". Any idea what is creating the difference in these values?

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  • Molly
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    Hi Ann,

    Thanks for reaching out! I'm going to send you a ticket so I can follow up and get some more specifics on your reports. Stay tuned for that update.

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  • Traian Vila
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    Hello,

    Whenever we use "Ticket created by Month" and date range from Aug 2018 until Today we get January and February 2019 starting on the X axis and following the 2018 months. Is there any way to rearrange them, eg. put Ian/Feb 2019 at the end of interval ?

    Thanks,

    Traian

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  • Bill Cicchetti
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    Hi Traian,

     

    Have you tried adding Ticket-Created Year for the x-axis and placing that before the Ticket- Created Month in the list of columns?

    When I flip those back and forth with these two the placement changes the ordering of the months on the axis

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  • Traian Vila
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    That works ! Thanks a lot Bill !

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  • Sarah Anscombe
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    Is there any way to report on solved tickets only? On the dashboard, the pop up message states solved and closed tickets.

    Thanks

     

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  • Delores Cooper
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    Hey Sarah! 

    Solved tickets transition to closed tickets via automation 4 days after they have been set to solved (this is a default automation so this statement only applies if you haven't adjusted this automation in your Zendesk instance). This is why the dashboard shows both solved and closed tickets in that data point.

    Can you explain your use case a bit more and what you're ultimately trying to see? With more information I may be able to recommend a workaround. :)

     

    Thanks!

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  • Sarah Anscombe
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    Hi Delores - thank you for coming back to me.
    I wanted to know if a ticket will appear in the query/ dashboard if set to solved and then show again in four days when changed to closed?

    This would mean that the reporting is not accurate for tickets we are actually solving if they appear twice.

    Thanks

    Sarah

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  • James Sanford
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    Hey Sarah!

    I wanted to know if a ticket will appear in the query/ dashboard if set to solved and then show again in four days when changed to closed?

    The ticket will only be counted once when using the default standard calculated metric for Solved tickets.

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  • Ian Morgan
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    I am assuming that this includes tickets that have been 'closed by merge'. Has there been a fix for excluding 'closed_by_merge' tickets?

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  • RJ Hines
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    Ian,

    I've simply been adding a Filter for [Ticket Tags], then excluding 'closed_by_merge'.

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  • Rob Stack
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    Ian Morgan This can be accomplished using the new tag reporting functionality that we've just released an early access preview for. See https://support.zendesk.com/hc/en-us/articles/360042887973

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  • Ian Morgan
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    Thank you for your responses. 

    RJ Hines Unfortunately that method was not working for me. 

    Rob Stack That is great news Rob. Thank you for the update. I will have a look at this.

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  • Ian Morgan
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    Just to follow up. I have tried out the 'new tag reporting functionality' as suggested by Rob Stack and it works as I hoped it would. Many thanks.

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  • Brett - Community Manager
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    Glad to hear it Ian! Thanks for taking the time to share this with everyone :)

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