How to generate report for first time solved tickets?

Posted Sep 16, 2021

We would like to generate report for tickets which are solved for first time by the agents:

Would like to avoid in the report:

1. Tickets reopened by the customer.

2. Agent solving tickets more than once.

4 comments

Date

Sep 23, 2021

I am also looking for a way to report on first time solved tickets.

Mar 14, 2022

I think I`ve found a solution by creating this metric in the Support: Ticket [Default] Dataset:

IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")
AND VALUE(Reopens) <1
THEN [Ticket ID]
ENDIF

This metric counts all solved tickets with the reopen counter less than 1 (so 0).

If you create a query with the metrics solved tickets, reopened tickets, and this metric above, you should see that it fits. Hope that helps you too

Mar 16, 2022

Would it count the tickets that were reopened later? so the reopened count for them is bigger than 1?

Mar 18, 2022

Hi Monica,

lets explain it with an example:

Ticket solved first time:

Ticket solved 1 // reopened 0 // the new metric (I name it "Not reopened, solved tickets") 1

---------------------------------------

Same ticket but reopened later: (in this case the reopening counter will be bigger then 0)

Ticket solved 1 // reopened 1 // the new metric (I name it "Not reopened, solved tickets") 0

I hope that helps clarify it.

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