Explore recipe: Reporting on created and solved tickets

This recipe shows you how to create custom reports to analyze your created and solved tickets by date, and by a specific day of the week.

What you'll need

Skill level: Easy

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket event 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.

1. In Explore, click the query icon () .
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Ticket updates > Support: Ticket updates, then click New query. Query builder opens.
4. Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created and solved. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets > Tickets created and Tickets > Tickets solved, then click Apply.

   

6. Next, apply a date range. In the Filters panel, click Add
7. From the list of attributes, choose Time - Ticket update > Update - Year, then click Apply.
8. In the Filters panel, click Update - Year, and then Edit date ranges. You can choose one of the simple time ranges offered, or click the Advanced tab for more options.

   

9. In the Columns panel, click Add.
10. From the list of attributes, choose Time - Ticket update > Update - Date, which will show the daily results for the period you chose previously. Click Apply.
11. From the Visualizations menu (), choose the Column chart type.

    

12. From the chart configuration menu (), click Chart.
13. On the Chart page, check Stacked, and uncheck Aggregated values.

    

14. From the chart configuration menu, click Displayed values.
15. On the Displayed values page, click to show the values, inside the columns, and choose the color and size that you want.
    
    Tip: In the chart configuration menu(), you can also change and format many chart features including chart colors, x-axis and y-axis titles and labels, the chart legend, and more. For details, see Customizing queries.

     

16. Click Save to save the query. If you are ready, you can also add the query to a dashboard. Otherwise you can reopen the query from the library later.

    

Reporting on Tickets Created and Solved by Day of the Week

1. Follow steps 1 to 7 above. When you add Update - Year at step 8, click the Advanced tab, and from the dropdown list, select a full number of weeks, such as 12 weeks in the past to 1 week in the past. This will give you an accurate picture of activity by weekday. Click Apply.

   

2. In the Columns panel, click Add.
3. From the list of attributes, choose Time - Ticket Update section, select Update - Day of week, then click Apply
4. In the chart configuration menu, click Displayed values.
5. On the Displayed values page, click to show the values, then choose the color and size that you want for those values.

   In the chart configuration menu you can also change the colors of the series, edit and format the x-axis and y-axis titles and labels, move the legend, and many other things!

   

6. Click Save to save the query. You can also add the query to a dashboard now if you are ready. Otherwise you can reopen the query in the library later.