Get number of Opens after Solve

3 Comments

  • Graeme Carmichael
    Comment actions Permalink

    Eric

    You should find a built it metric 

    # Tickets Reopened

    This counts the number of tickets that have been reopened. Details are here.  

    https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise-

    0
  • Eric Norris
    Comment actions Permalink

    Hi Graeme,

    Thanks for replying. However, I am looking to see if I can only see tickets that have been reopened after and agent Solves it. Using the built in metric, it will give me all open tickets, and I am looking to find a sub-set of Open tickets.

    Is there a way to do that?

    Thanks.

    0
  • Graeme Carmichael
    Comment actions Permalink

    Eric

    The easiest way to do this is create a new metric to flag if a ticket has been solved by an agent.

    Then create a numeric filter to only show tickets where this holds true.

    Not quite what you are after, but will that do?

    0

Please sign in to leave a comment.

Powered by Zendesk