Explore recipe: Reporting on created and solved tickets

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63 Comments

  • Bill Cicchetti

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

    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.

    1
  • RJ Hines

    Adam,

    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!

    1
  • 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?  

    1
  • 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.

    1
  • 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)

    1
  • 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
  • Nakul Patel

    Brilliant, thanks Rob - that's helped enormously!

    1
  • Phil

    Thanks, Chris!

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi MineralTree | Support 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
  • 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
  • Rakuten TV Europe S.L.U.

    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
  • 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.

    0
  • bo_zhang

    RJ Hines

    Hi RJ,

    Thanks for your reply. Actually, the tickets circled in my screenshot are open without the first reply from our agent yet, but they still appear in my report for "solved ticket", so I don't know why. 

    I understand I can use filter to choose solved and closed tickets only, but I just don't understand why with the metric of “ticket solved”, there are still unsolved tickets. If so, what's the difference between the metric of "Ticket" and "Ticket solved"?

    Also, what I want to calculate is the solved tickets in a month, but by using the ticket update dataset, it seems that the same ticket will be counted many times, which is not what I want.

    Thanks.

    0
  • 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

    0
  • 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

    0
  • Maris Krumins

    Hi, 

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

     

    0
  • 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

    0
  • Mission College

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

     

    0
  • 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!

    0
  • 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!

    0
  • 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.

    0
  • Spencer Hutton

    To exclude closed_by_merge tickets, I created a custom attribute called "Ticket Was Closed By Merge"

    INCLUDES_ANY([Ticket tags],"closed_by_merge")

    This results in a "true" or "false"

    Then I start EVERY query with this attribute set to false.

    0
  • Farhan Virji

    I followed the recipe - which was outlined really well and made it easy to follow.

    I am able to get the results I need when I look at the chart in the query editor.  However, I am having some issues when I place the chart on my dashboard.

    The issue is to do with the Time filter I have on my dashboard.  I set it to show the last 30 days, yet the chart shows data beyond the last 30 days:

    Here's my time filter:

    The options for my time filter widget:

    And the chart - notice that it should only show tickets from Aug 29 - Sep 28, yet the chart shows all the way back to June 30th (even though there aren't many tickets).  

     

    Why isn't the visual only displaying the dates Aug 29 - Sep 28th?

    Note: I noticed that if I include Support: Ticket updates [default] - Ticket created in the Time filter, then the chart does focus in on the date period selected.  However, the problem with this is that it will only show the tickets solved for those tickets that were created in the time period; rather than showing all tickets solved regardless of when the ticket was created.

    0
  • 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.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Farhan,

    I'm going to bring this into a ticket so our team can look into this report with you. You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Traian Vila

    That works ! Thanks a lot Bill !

    0
  • 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

    0
  • MineralTree | Support

    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...

    0
  • 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

     

    0

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