Explore recipe: Reporting on created and solved tickets

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49 Comments

  • Bill Cicchetti

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

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  • Stephen Fusco

    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

    Thanks Stephen!

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  • Ann Verstraete

    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?

    1
  • Molly
    Zendesk Customer Success

    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

    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

    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

    That works ! Thanks a lot Bill !

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  • Sarah Anscombe

    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
    Zendesk Customer Success

    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

    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

    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

    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

    Ian,

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

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  • Rob Stack
    Zendesk Documentation Team

    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

    1
  • Ian Morgan

     

    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

    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
    Zendesk Community Team

    Glad to hear it Ian! Thanks for taking the time to share this with everyone :)

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  • Alex Smeeden

    I'm having trouble understanding why there's a difference when you use COUNT or DCOUNT with the "Tickets Created" metric in Explore.

    e.g. my numbers for Q4 2019 (same filters on both):

    DCOUNT: 11 322

    COUNT: 24 284

    It appears some tickets are being counted as "Created" several times. Why would this be the case - is it re-opened tickets?

    The number I get from GoodData for "Tickets Created" is almost the same as DCOUNT "Tickets Created" in Explore (there's a difference of about 300).

    Thanks!

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  • Filippo Dell’Anno

    Hello,

    Is it possible to filter dates using the Time filter widget? I'm not hable to find out the right setting to do that.

    Thank you for helping on that.

    Filippo

    1
  • Maris Krumins

    Hi, 

    Is it possible to express Solved/Created as a ratio to be able to track relative performance? 

     

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  • Hannah Meier
    Zendesk team member

    Yes, you can do this by adding a Result metric calculation to this query (info here: https://support.zendesk.com/hc/en-us/articles/360022184374

    You'll want this Result metric calculation to calculate COUNT(Tickets created)/COUNT(Tickets solved)

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  • Jay McCormack

    I'm pretty lost on this one. It appears that the Data Set names changed since this recipe was written. I'm working in "Support:Tickets".

    There is no "Time - ..." metric choices. I tried using "COUNT (Tickets created - Last week)" and "Count (Solved tickets)" but the results are definitely just not accurate.

    I don't see anywhere in the comments or the edited article what metrics or attributes to use based on the new data sets. I would think that getting "Tickets Created vs. Tickets Resolved" for any given time period would be easier to get. Right now I run two separate queries and report on each but now I'm even questioning the validity of THAT data.

    Help...

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  • Rob Stack
    Zendesk Documentation Team

    Hi Jay McCormack this recipe did indeed point to the wrong dataset to use. I've just made a bunch of corrections and additions throughout this recipe and hopefully it works better for you now. Sorry for any inconvenience.

    1
  • Viktor Serafimov

    Hi,

    I am trying to view how many tickets are getting into a specific View per day. I have made a report with the following structure:

    Dataset: Support: Tickets [default]

    (COUNT)End-user submitted tickets

    Ticket updated - Date 

    Ticket group - (I have chosen 1 of our views "Tier 1 Support") 

    Now I get a report which shows some data but it appears incorrect. I have Decomposed 1 day which seems to have only gotten 40 cases and checked the Ticked ID of some of the cases and it appears that it filters all cases Updated on this particular day. We have a rule to CLOSE tickets after 30 days so basically it is showing cases that entered the queue 30+ days ago and not what actually entered our queue on that particular day.

    Can you please let me know how it is possible to filter the report to show only the following: Tickets Submitted by end users on a specific day. Not solved or updated cases but the first date that they entered our Zendesk?

    Thank you!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Viktor, 

    I appreciate the screenshot with your post. You seem to be using the Ticket last updated date, which gives the time of the most recent update to the ticket. What you will want to use is Update Date, which would resolve your issue. 

     
     
    Best regards. 
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  • Nakul Patel

    Hi there!

    How do you show cumulative outstanding unsolved tickets as a time series?

    E.g. on Day 1 20 tickets are created and 10 tickets are solved, on Day 2 40 tickets are created and 20 are solved and on Day 3 80 tickets are created and 40 are solved.

    Instead of a time series graph showing unsolved tickets as 10 on Day 1, 20 on Day 2 and 40 on Day 3, I would like to have a time series graph which shows the cumulative outstanding amount of unsolved tickets: 10 on Day 1, 30 on Day 2 and 70 on Day 3.

    Thanks

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  • Rob Stack
    Zendesk Documentation Team

    Hi Nakul, you might be able to do this using running totals. For help, see https://support.zendesk.com/hc/en-us/articles/360022366793

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  • Nakul Patel

    Brilliant, thanks Rob - that's helped enormously!

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  • Lisa Anders

    Hi Nakul Patel 

     

    could you share how you did this please? I'm trying to create something similar but still cant get my head around it.

     

    Thanks, 

    Lisa

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