Explore recipe: Daily ticket activity in the last 30 days

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12 Comments

  • Chris Williams

    This was really helpful, thanks Jessica.When I run this (I am ignoring reopens and deletions), I'm showing on almost every day that the same number of tickets created and tickets solved. I know that's not right. Any idea what might be going on? Is running the date range on ticket last update part of the issue?

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  • Padric

    Really disappointed with these instructions. First, the headings are incorrect. There is no Tickets created- it's just Tickets. Then, Time - Ticket update is actually Time - Ticket last updated. Then, I receive the following message:

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  • Brett Bowser
    Zendesk Community Team

    Hey Padric,

    Thanks for reporting this error! I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further. They'll most likely need to take a look at the report in question to determine the cause here.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Catalina Wilmers

    I'm seeing the same error Padric reported earlier. Any updates on getting it fixed, or the article updated?

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  • Mario Guisado

    Yes same for me, is there an update on the potential fix?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Mario Guisado,

    Our team, In this case, was able to recreate the Explore recipe without error in our test account when using the Ticket Updates dataset. 

    However, when we tried to create the same report using the Tickets dataset, we were able to see the same error message.


    Can you please confirm you are using the Ticket Updates dataset as you build this report? I suspect you accidentally opened the Ticket dataset, but if this isn't the case, let us know, and we'd be happy to troubleshoot this for your further.

    Best regards.

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  • Mario Guisado

    You're right - I was able to do it with the Tickets dataset by playing with it a bit.  Thanks again!

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  • Sean

    Hi! Is there a way to include a custom Ticket backlog/tickets unsolved metric in this table? Thanks.

    -1
  • Rich Shupe

    This is frustratingly convoluted and difficult. What's wrong with direct access to a date option?

    This particular recipe shows counts. How can one get a list of the tickets updated? (Because of Zendesk's inability to export search results, I was told to try a view or Explore option to end up with the ability to export to CSV or similar.)

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  • Chris Stock
    Community Moderator

    Hi Rich Shupe,

    Are you after a table of tickets that have been updated within a given time period? If that's the case then you can select 'D_COUNT(Tickets updated)' as your metric and then add 'Update - Date' and 'Ticket ID' to Rows.

    You'll then see a list of tickets that have been updated on each date. This can be exported to CSV if needed.

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  • Grant Mason

    Working on 30 days to make the Monthly average is not accurate, because the number of working days in a month vary.

    If you solve 1380 tickets a month. Your average will say 46 tickets a day, but if there are 23 working days in the month. The average number of solved tickets is 60 a day.

    Can you advise how you can get accurate figures based on the varying number of working days in a month ?

    Also there are some Public holidays to allow for too

     

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  • Jovi Limbo

    Hi Grant!

    The days are based on Calendar days so weekends and holidays are included. There isn’t any specific way to filter the query on the rolling Last 30 business days but you can follow this article to filter your queries to exclude time outside of your business hours: https://support.zendesk.com/hc/en-us/articles/360022298374-Explore-recipe-Filtering-queries-by-business-hours

    Same for holidays, they will need to be excluded manually. Few metrics have version in business hours but filtering the dates cannot be done by default to exclude the non-business hours/days.

    Thank you!

    Jovi Limbo | Associate Premier Support Engineer | support@zendesk.com

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