Explore Reports

Answered

3 Comments

  • Official comment
    Philippa Booth
    Comment actions Permalink

    Hi Russell

    The easiest way to do this is to put the [ticket group] on rows, select the group you want, and then use a result path calculation to show the % of total on rows. Then you can go into the chart configuration menu, row selector section, and click the box to hide the row selector. This will leave you with a single line for the % of all solved tickets that are assigned to the selected group.

    Hope that helps but let me know if I've misunderstood what you are trying to do.

    Philippa

  • Comment actions Permalink

    Hi Russel,

    To the best of my knowledge you'd have to create two custom metrics in the Support: tickets [default] dataset.

    1. In query builder, click the calculations icon on the right sidebar, it's the last one in the list of four.
    2. Click Standard calculated metric. The Standard calculated metric page opens.
    3. Give your metric a title, something like Solved tickets for Group "1st line".
    4. The query looks as follows:

      IF [Ticket group] = "EXACT GROUP NAME"
      AND ([Ticket status]="Solved"
      OR [Ticket status]="Closed")
      THEN [Ticket ID]
      ENDIF
    5. Save this metric.
    6. You can now create the actual metric which calculates what percentage of tickets is solved by the first line group.
    7. Create a new custom metric just like you did in the first two steps.
    8. Name this metric something like "% tickets solved by first line"
    9. The query looks like this:

      COUNT(Solved tickets by group '1st line')/COUNT(Solved tickets) 
    10. Now add this calculated metric to the report, under calculated metrics.
    11. Slice and dice according to needs.

    I hope this helps!

    0
  • Russell Burstow
    Comment actions Permalink

    Thanks for the suggestions. I'll try them out and see if either give me what I was looking for.

    0

Please sign in to leave a comment.

Powered by Zendesk