Can I remove a ticket outlier from our reporting?

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Laura Fu

September 22, 2015 18:46

We have recently set up our first ZenDesk. I was out of state for several days and a coworker was supposed to be watching our tickets. When I returned from being away, there had been one new ticket, but my coworker had not responded to it. It turns out our account hadn't been set up to have more than one person receive the emails.

 

So even though we had it set up to send new tickets via email through our email address support@ourcompany.com, everything was being funneled soled to my individual email address since my email address is used as the main account name/admin. My coworker never received the email, and our customer never received a reply until I was back at my desk several days later.

 

That issue has been resolved, but the ticket itself is being included in our reporting. I know it's minor, and it's not data that accurately reflects our work, but its in there nonetheless. It shows our response rate is 198 hours!!

 

Is there any way to remove a ticket from being included in those calculations? Just for peace of mind.

Thanks!

Laura

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  Brent September 22, 2015 19:04

  Hey Laura,

  It depends on which reporting tool you're using. With Insights (available on the Plus and Enterprise plan), there are a few ways you can do it. For example, you can create a filter to show tickets only created or solved in a certain date range, you can exclude certain Ticket ID's from a report, and more.

  If you're looking at the native reporting dashboards, you cannot filter certain tickets out unless you change the date range so that the ticket isn't included. Eventually it will pass :)

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  Laura Fu September 22, 2015 19:11

  Brent,

  That's sorta what I thought. I am referring to the built-in dashboard (clicking the bars on the bottom left).  I knew it would pass, or I could change the time frame being shown, but I'm just hitting myself in the head for not having set up our instance properly to ensure that someone was received the emails in my absence.

  I guess that 198 hours serves as a good reminder to test that the functionality works as you thought, not just go by someone's word!

   

  Thank you,
  Laura

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