Explore recipe: Reporting on created and solved tickets

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  • RJ Hines

    Hey Casey,

    I had the exact same scenario and need a few months back. The last bit you're after - the COUNT(One-touch tickets) metric - does not exist in the Ticket Updates dataset.

    If you're looking to get all three pieces of data you identified into a single visual, you'll need to use the Support: Tickets dataset.  In my example below, I added my three metrics then used filters for Ticket Created + Ticket Updated attributes, both set to 'Yesterday':

    The only real downside to this visual is we can only view one day at a time due to how the dataset's date/time filters work, but this is all we need.

    Hope this helps!

  • Adam Hanna

    Does anyone have a way to do similar to what RJ Hines did above, but for a week long view instead of just daily. Looking to have tickets created by day of the week and of those tickets, how many were solved that same day - doesn't need to include one-touch tickets

  • RJ Hines


    Without that third metric involved, you would want to use the Ticket Updates dataset instead. I added the default system metrics Tickets Created and Tickets Solved, then set the date range. In the example below, I used 'Last Week' as my timeframe, and for flavor also added a Ticket Created - Date filter to remove Saturday/Sunday's values.

    Hope this helps!


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