Can you report on who reopens a ticket?

2 Comments

  • Amy Dee
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    Hi Tara! This type of report should be relatively simple to set up. You need a metric that looks at reopen events and an attribute that looks at updater properties.

    Here's a really simple starting point, using only default content:

    WHAT - # Tickets Reopened 
    HOW - Updater Role 
    FILTER (optional) - List of Values - date range based on (Event) dates

    This would show you the number of tickets with a reopen event (where the status goes from solved to open/pending/hold), sorted by the role of the person who actually reopened the ticket.

    The default # Tickets Reopened metric includes all the field change details to capture a reopen event. You don't need to take any special steps to use it.

    The metric counts whole tickets, though, so it may not behave the way you'd expect if a ticket is solved and reopened multiple times. You can count each reopen separately by making your own copy and replacing the "SELECT COUNT(Ticket IdTicket Text Field Change)" part at the beginning with "SELECT # Ticket Updates."

    For more information on user attributes, keep this guide handy: Which user attribute should I use in my report?
    For more information on identifying specific types of updates, check out this article: Building metrics for the Events Model in Insights.

    I hope this helps! Happy reporting!

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  • Tara Papworth
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    Thanks so much! 

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