Insights - Best Way To Track Ticket Changes?


  • Heather Rommel
    Community Moderator

    My suggestion is add tags to the macros each of those agents use so you can run reports against those tags.  Somehow in Insights you'd need a custom metric (maybe?) that shows Time from Ticket Creation to tag set data_wiped. Then a metric for each of the other events that added a tag.  

    The only other thing I can think of is using the Split ticket app so you have a parent ticket for the overall laptop request and create a Child ticket (one at a time might be best for time tracking) for each subtask and measure them separately.

  • Jennifer Rowe
    Zendesk Documentation Team

    Those sound like good ideas. Thanks for jumping in, Heather.

  • Zac

    Probably easiest to use the Historical values. You can run a report for # Ticket Updates (WHAT), and select "[Text Field] New Value" and "Updater" as the HOW. You can align Updater across the left of the report (as rows), and the text field values across the top (as columns). You can then filter for the Text Field as the dropdown you update, and for "Date (Event)" (or "Week (Sun-Sat)/Year (Event)" or whatever criteria you choose) to return the values you want to see.

    You could also see progress over time by adding Date (Event) to the HOW.

  • Nicole S.
    Zendesk Community Team

    Thanks for jumping in, Zac!


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