Explore recipe: Unsolved tickets by group

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5 Comments

  • Gianelli Smith

    What is the definition of unsolved tickets? Are they both open and pending tickets?

    0
  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0
  • Ron McClung

    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?

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Katarzyna KRZAK

    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?

    0

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