Explore recipe: Reporting on created and solved tickets

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48 Comments

  • Ofir Bazar

    Hi,

     

    I have a similar issue. I would like to present a graph which shows the number of tickets created in a specific week. + tickets solved in a specific week.

    I also want that the solved tickets will be base on the date the ticket change to solved and not to take into account if there was a change from solved to closed.. i.e. the first resolution date.

    Below is what I have at the moment, appreciate it if you can help me update the chart.

    (by the way, the "Created date-week" is a standard calculated attribute to present week date instead of week  number)

     

    Thanks,

    Ofir

     

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  • Ibrahim Shariff

    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

     

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  • Mike Sanchez

    Hi! How do I include tickets that are closed by merging on the same day? I'm not sure if this recipe already does it but what I want to do is count both # of tickets solved and # of tickets closed by merge by an Assignee for that day (in separate rows if possible).

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  • Mahdi Chakour

    Hi all!

    I followed the steps in this guide and I was successful in creating a visual to track created and solved tickets but when I compare the numbers for created tickets from the tickets dataset and the ones I just created with the tickets updates dataset I found that the numbers don't align between datasets even if the filters are the same.

    On average I'm missing +1k tickets, is this something that we should expect to see when working with different datasets?

    Thanks!

    Mahdi

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mahdi Chakour this sounds we'd need to take a closer look at the queries you are using to be able to investigate properly. I've routed your request into a ticket and you should hear from someone in the near future. Thanks!

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  • Mahdi Chakour

    Hi Rob Stack, thank you for your help with this, I'll be waiting for news from the team.

    Thanks!

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  • fellownarrator

    I am using this recipe to look at tickets created and solved over the course of a several month period.  When I compare the numbers I see for a given month (say May) in this report to a KPI for tickets created, I see very different numbers despite the filters all being the same.  I know these each use different data sets, but the numbers should match up.  Is the way (formula) you count created / solved tickets in each dataset different ?  Ticket Updates and Tickets are the two datasets.  If so, how would one true this up?  

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  • Brett - Community Manager
    Zendesk Community Team

    Hey fellownarrator,

    I'm going to create a ticket on your behalf so we can take a look at these reports you're referencing and compare.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Niall Adler - Mission College

    Very poorly written:

    "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!"

    HOW EXACTLY WOULD I BE ABLE TO DO THAT, SAY EDIT THE X-AXIS LABELS BECAUSE IT IS NOT EASY TO FIND AT ALL.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Niall Adler - Mission College thanks for this useful feedback. I agree that wasn't the best description in the article and sorry for any inconvenience.

    To keep focus on the recipe, I've made some changes to give some examples of the kind of changes you can make and pointed readers off to our Customizing queries article (in which I saw your question).

    To edit the axis labels, you double-click the existing label and a note box will pop up where you can enter the new text.

    I'll be sure to add this information to the Customizing queries article.

    Thanks again for the feedback!

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  • Hi Rob... thanks for that... But I am in the dashboard, click edit and double click (or try) on the querie that is inserted and nothing happens...

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  • Rob Stack
    Zendesk Documentation Team

    Ahh, unfortunately, that has to be done in the underlying query. You can't do that on the dashboard. If you click the down arrow at the top right, then Edit query, you should be able to change the axis titles in there.

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  • I just went into edit query... still double clicking does not work... can we take this offline somehow?

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Niall, clearly something isn't quite right here. I've opened a ticket on your behalf so someone can contact you and get things sorted out. You should hear from someone soon.

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  • Michael Ludden

    Hi Rob Stack - would you think it should work if using the INCLUDES_ANY([Ticket tags],...) function along with the Ticket updates dataset? I am getting very odd results, but I can't seem to figure out why.

     

    For example, I tag chat tickets, and want to know while looking up update metrics how many came from the chat channel. I might do sometihng like:

     

    INCLUDES_ANY([Ticket tags], ARRAY("chat"))) THEN "Chat"...etc...ENDIF

     

    But I get very few results. I get some, but only a fraction of those that should hit. Any thoughts?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Michael, thanks for the comment. Could you try a calculated metric with this formula. I think this should work for you.:

    IF (INCLUDES_ANY([Ticket tags], "chat")) THEN [Ticket ID] ENDIF

    If it doesn't work, we'll open up a ticket to look into this further. Thanks!

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  • Andrea Jacobs

    I'm having the same issue as Ian Morgan re: 'closed_by_merge' getting calculated into my Created Tickets counts.  When I add a Filter for [Ticket Tags] to exclude 'closed_by_merge, it somehow increases the ticket count significantly, almost as if it was using Ticket Tags as the Metric. The article Rob Stack posted that appeared to have been helpful to others is no longer available: https://support.zendesk.com/hc/en-us/articles/360042887973

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  • Rob Stack
    Zendesk Documentation Team

    Hi Andrea Jacobs This section of the reporting with tags article will help you with the right metric to use, I think: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_ln2_dms_jkb

     

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