Explore recipe: Reporting on created and solved tickets

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63 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 Bowser
    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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  • 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 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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  • Mission College

    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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  • Mission College

    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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  • 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.

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  • 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!

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  • Phil

    Hi, there! Good day! Is it possible to create a new query based on the number of tickets in every view we created in Zendesk? Just wanted to check the number of tickets being served per view. Thank you so much!

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  • Chris Bulin
    Community Moderator

    There isn't a way to recognize Views in Explore per se, with the exception that you can see tickets per assignee. However, if you are using tags to either denote which view a ticket is going to or as a trigger condition to send them to specific views you could build a query around that. You could also do it by group if your Views are built around them. 

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  • Phil

    Thanks, Chris!

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  • bo_zhang

    Hi,

    I just don't understand why the dataset should be "ticket update", rather than "ticket" for the report about the number of created tickets and solved tickets daily. 

    As you can see below:

    Do you have an article clarifying under the dataset of "tickets" and "ticket updates", what reports can we create respectively?

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  • bo_zhang

    If I want to know how many tickets were solved (solved & closed) in a month, what dataset should I choose? 

    I use “Ticket Solved” as metrics, but I don't understand why open tickets also appear in my report.

     

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  • RJ Hines

    Good morning Bo,

    The Tickets dataset records the current state of tickets. Is it possible that you had tickets that were Solved and then re-opened? You could try setting the Status filter to show only items that have been fully resolved, and see if that helps.

    Or, you could just use the Ticket Updates dataset instead. I do have a Created vs. Solved over 28 days query I made using the instructions above for the Update set:

    I agree that the datasets don't quite make sense in some cases. I really wish we could use pieces from multiple datasets in a single query, because the information I'm seeking is half-and-half between them. I've had to make some interesting custom metrics and variables to try and duplicate pieces of certain datasets into others to get the proper reports my team needs.

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  • 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.

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  • Admin Zendesk

    Hello!

    I followed step by step this tutorial in order to have a report of the ticket created eand solved each month in the last 13 months. But when I look closely, there is a problem with the number of tickets solved which is different of what I get with other reports with dataset Tickets.

    Could you help me with that?

     

    Thanks!

    Mélodie

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  • 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.

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  • Casey Moore

    This article is really helpful, thank you!

    Does anyone know how I can find the following:

    1. Tickets created yesterday (this one I have)
    2. Of those tickets, how many were solved?
    3. Of those solved tickets, how many were one-touch?

    This is what I have so far but it's not quite there yet.  This shows me how many tickets were created (yesterday) compared to how many were solved yesterday.  Right?  

    So... if I have 100 tickets created yesterday, how many of those 100 tickets were solved yesterday?  Let's pretend it's 50; of those 50 tickets (which were created and solved on the same day) how many were one-touch?

    Help me Obi Wan...  You're my only hope.

     

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