Report showing tickets completed by the priority level?
AnsweredHi I'm really stuck. I'm not great at building reports to start with. I need a report that will show all tickets within a specific date range and also show the priority level and the time it took to close it in business hours.
So Low, Normal, High, and Urgent completion time frames.
My SLA's
Lows solved within 72 business hours
Normal solved within 48 business hours
High solved within 16 business hours
Urgent solved within 6 business hours
Or I could use something that shows SLA violations at the time of closing for a specific time and priority.
This is basically to see if we are closing tickets in the advertised time frame. CQI stuff.
Thanks for any help I can get!
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Hey Jon,
Are you using the Zendesk Advanced SLA settings? Zendesk are currently building an *awesome* looking dashboard for these metrics which should be with us soon - however, I've needed to look at these statistics myself using reports.
Zendesk SLAs (there's a nice screenshot from Erin in the comments)
Here's a comment I wrote on a similar thread where I've explained the 'recipe' I've used for creating reports to give SLA statistics.
Essentially, to get the number of tickets within a criteria, you would pick these options when creating a report:
Headline Report to Show # Tickets
What: # Tickets
How: n/a
Filters: Ticket Priority is 'Urgent', Ticket ID where [Biz Hrs] Full Resolve Time (hrs) [Mdn] is less than or equal to '6', Ticket Status is Solved, ClosedIf you want to see this as a list instead of a headline, you would make a selection from the How option and then switch it to a table.
If you wanted to see a different metric instead of just a ticket count, you would swap # Tickets in the What section to the metric you need (this could be '[Biz Hrs] Full Resolve Time (hrs) [Mdn].. etc).
Hope this helps!
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Hi Jon,
I believe Samantha's detailed response should work for your needs. However you can also do this on a metric level if you prefer that. I'd recommend taking a look at this recipe article I posted awhile back regarding SLAs. You can include additional WHERE filters that look at the Ticket Priority, and then compare these numbers (that met the SLA) to the total number of tickets with that priority level. Doing this will allow you to get a percentage of tickets that met the SLA.
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