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
- In Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report.
- In the report builder, click the calculations icon (
) on the right sidebar and then click Standard calculated attribute. - 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. - Click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Unsolved tickets.
- In the Rows panel, click Add.
- 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
- In the Result manipulation (
) menu, click Metric filter. - On the Metric filter page, change the slider control to begin at 1 instead of 0, and then click Apply.
8 Comments
Hello @...,
I reached out to our in-house experts on this, and right now, there is no native way to accomplish this in Explore. I'm going to share this in our weekly digest and see if anyone has a workaround that could help with building this report.
Best regards.
Hello,
I am very new to Zendesk. Can someone please help me create something for tickets that have had open status for more than 5 days?
Hi @...,
Welcome to Zendesk! There's a couple of ways to approach this. In Explore, you could leverage a similar set of metrics to give you a leading indicator of Tickets that are going stale, but it's not foolproof. By choosing SUM(Unsolved Tickets Age (days)) and SUM(Unsolved tickets time since update (days)) as your Metrics, The Ticket ID Attribute as your Row and filtering on Ticket Status (Open), you can get a quick table of the current aging of all of your open tickets. To take it a step further, you can use a Metric Filter to only show wherein the metrics are greater than 5. See Below:
> Hint: Right Click And Open Image In A New Tab For A Better View!
You can also sort by these columns in Ascending or descending order.
Note: This is only showing you tickets that are currently open that were created and/or updated more than 5 days ago. For more detailed tracking, you might consider using an SLA Policy.
Hope this helps!
Brandon Tidd
729 Solutions
Hi there. I'm looking to create a bar chart that displays the percentage of on-hold tickets that have not had an agent publicly respond within 0-7 days and > 7 days of the agent's last public response. Is this something anyone can help me with? Thanks!
Super useful tutorial! Thanks!
Hi all,
I'm trying to create this standard calculated attribute and am receiving the following error message:
I attempted to wrap it in ATTRIBUTE_FIX and ATTRIBUTE_ADD, still to no avail. I also spent a decent amount of time reading the "Writing Explore formulas" and "Understanding datasets"; along with many other troubleshooting steps. Does anyone have experience troubleshooting this type of calculated attribute?
Thanks for your help,
Brock
Hey Brock,
Try AVG()
If it's one ticket, the average will be the same. If it's multiple tickets, the average will return... the average.
Hope this helps!
Brandon
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