8 Comments

  • Jessie Schutz
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    Hi Brian! Welcome to the Community!

    If you're looking for this information on your tickets, you can find it by going into the ticket and clicking on Conversations. A little drop down menu will appear. Select Events, and you'll be able to see a log of every action taken on the ticket, listed from newest to oldest. Each event has a date- and time-stamp.

    Hope that helps!

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  • Brian Mungai
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    This really does help.

     

    Thanks Jessle!!!

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  • Dan Cooper
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    Hello, I wanted to add a bit more to the answer here.  

    You can also look at the Full Resolution metric in Insights to tell you how long a ticket was open from creation to the final solve.  If you want to know what it took to the first time the ticket is solved you can look at the First Resolution metric. 

    If you are interested in the time spent by agents, you could also use the Time Tracking app to help capture the amount of time an agent worked on a specific ticket with time stamps for each update.  This is a great tool if you are looking to capture your agent time on a ticket to compare against the requester wait time. 

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  • Brian Mungai
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    Hi Daniel!

    One limitation of using insights for me is that I'm currently on Essential Plan, hence I don't think I'll be able to view as per Full Resolution or First Resolution.

    Also, do you mind guiding me on how I can be able to view all tickets over a range of time ( whether solved, open or pending ) since for the Overview reporting I'm only able to view a summary of the number of tickets but not the ticket details?

    Regards,

    Brian

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  • Dan Cooper
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    Brian,

    On Essentials I think you’d have to go into each ticket to see the details. If you were to go up to a Team plan you’d have to option to make Views which could include some custom columns for you, but you’d only have a few of tickets that are about 120 days closed and newer due to ticket archiving. On Professional, you’d get access to custom reporting and could pull even more out. You may want to speak with a Zendesk account rep about upgrading options and the value for you.

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  • Gareth
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    Hey Guys, please could I get some help?

    I need to run a report for November's tickets, basically I need a report on how long it took to solve tickets from the point they are created to the point they are at solved state, is it possible to get a run down on each ticket and then also an average time collectively. Thanks  alot

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  • Dan Cooper
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    Hi Gareth,

    You can use the First Resolution and Full Resolution metrics under What in the Insights report screen.

    To average you can right click on the column in a table report to select that calculation type on the column.

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  • Gareth
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    Thanks Daniel!

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