In this Explore recipe, you'll learn how to create a query to show the number of unsolved tickets by group in a bar graph.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the query
To create the query
- In Zendesk Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Unsolved tickets > Unsolved tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Ticket > Ticket group, then click Apply.
- From the visualization type (
) menu, click Bar.
- From the chart configuration (
), menu click Displayed values and change Show value to Show.
The query is complete. Here is an example of how the query will look.
5 Comments
What is the definition of unsolved tickets? Are they both open and pending tickets?
Hello Gianelli Smith,
Any ticket that has not been closed out or Solved would be considered an Unsolved Ticket. Let us know if there is anything else we can do to help.
Best regards.
I want to report on and schedule out lists of the tickets (not counts) to each Team Lead. THe Tickets would be Unsolved > 7 days.
How can I do that?
Hey Ron,
Just to confirm, are you just trying to get a list of Ticket ID's for the Team Leads? Or what information exactly are you wanting to display to these team leads? You could use a similar formula as the one mentioned here: Explore recipe: Tickets unsolved for more than three days
I hope this helps point you in the right direction!
Hello,
I am trying to get the report showing me which of our external stakeholders are least responsive.
The report should show me only the tickets created by agents, not the inbound ones.
I tried to get the data using the metric Unsolved ticket age (days) and Agent wait times and filter it by Ticket group.
However, The report is still showing me blank values.
Those blank values disappear when I apply ticket status filter and choose the "on-hold" only.
The problem is I want to get the general data for all the tickets not only those that are in On-hold group only.
Is this an error? How can I get this kind of information?
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