Number of tickets received in a day - Explore

5 Comments

  • Louise Dissing
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    Hi Dawn,

    Could you share a screenshot of how this was set up in both Explore and Insights?

    A reopened ticket is when a ticket goes from solved to open. 

    I'm looking forward to hearing from you.

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

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  • Von Au
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    Hi Louise, 

    I'll be happy to provide some screenshots for you. Do you have an email I can send them to?

    In regards to Reopened Tickets there are 2 metrics in Explore 'Tickets - Reopened Tickets' and 'Activity - Reopened Tickets' and unsure about the difference between them. 

    Any info you can provide is much appreciated! 

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  • Brett - Community Manager
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    Hey Von,

    You should be able to attach screenshots directly in the comments section within this post. Screenshot of the icon below:

    Hopefully, we can assist further once we can see what reports you've created.

    Thanks!

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  • Hannah Voice
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    Hey!

    We have a query on our dashboard to show the total number of tickets created and then we have the Ticket group filter on the dashboard to switch between groups. It looks like this. And the query looks like this. If you wanted to segment it by group within the query itself, you could add Ticket group in Rows, like this. And then switch it from KPI to table in Vizualisation type. We have a few groups we wouldn't want to include, so I'd also then add a Ticket group as a filter to only include the groups I'm interested in, like this. You could also display this as a column chart instead of a table, like this, if you wanted to look across a date range for example.

    You also mentioned "dependent on channel", in which case I would add Ticket channel as a Column, like this, and then add totals to both columns and rows (under Result Manipulation).

    I find Bookmarks on dashboards helpful for this kind of thing as well. Every week I want to gather stats for each of our areas, and for that I need to combine groups and channels. So, I have bookmarks set up for each area, like this.

    Hope this is helpful.

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  • Brett - Community Manager
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    This is awesome. Thanks for sharing Hannah!

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