What's my plan?
Suite Professional, Enterprise, or Enterprise Plus
Support with Explore Professional or Enterprise

This recipe shows you how to report on the total number of tickets that have not been solved for more than three days.

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

How to create the report in Explore

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report.
  4. In the report builder, click the calculations icon () on the right sidebar and then click Standard calculated attribute.
  5. On the Standard calculated attribute page, enter a Name for the attribute (for example Unsolved tickets > 3 days), and then enter or paste the following formula:
    IF (ATTRIBUTE_FIX(SUM(First assignment time (min)), [Ticket group]) >60*24*3) 
    THEN ">3 days" 
    ELSE "<3 days or unassigned" 
    ENDIF

    Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
  6. Click Save.
  7. In the Metrics panel, click Add.
  8. From the list of metrics, choose Unsolved tickets.
  9. In the Rows panel, click Add.
  10. From the list of attributes, choose the custom attribute you created Unsolved tickets > 3 days and Ticket created - Date.

The report is displayed as a bar graph.

Excluding blank and 0 results

  1. In the Result manipulation () menu, click Metric filter.
  2. On the Metric filter page, change the slider control to begin at 1 instead of 0, and then click Apply.

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