Number of reopened tickets per day

5 Comments

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    The Update - Date attribute should help get you what you're looking for. After building a query using that date attribute and doing some quick QA on my end, it appears to be returning the results I'd expect. What does your query look like currently?

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  • Julia Schlichting

    I actually compared the reopened tickets for 3 different dates: Ticket solved - Date, Ticket updated - Date and Update - Date. The results are all completely different. Because we missed many tickets with the first 2 dates (= ticket dataset), we already decided to go for the Update - Date of the ticket updates dataset. I checked again some tickets and it seems to work.

    Do you have a documentation about dates and its corresponding metrics or similar one as for metrics & attributes? This would be great!

    Thanks a lot for your support.

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  • Marco Malbas
    Zendesk Customer Care
    Hi Julia! Chandra's suggestion is spot on. I can't find any specific documentations regarding it, but basically ticket solved - date would only show tickets solved on the dates listed, ticket updated - date takes into account the latest update made on the ticket, and update - date will look into the update made relevant to the report, which in this case is when the ticket was reopened. 
     
    Hope this clarified it for you! Cheers! 
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  • Lindanne Mureu

    How can I get the daily number or reopened tickets(email and WhatsApp) if I do not have explore? Our plan is Suite Growth.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Lindanne,
     
    I'm afraid that aside from Explore, there are no other native reporting options that will allow you to get the count of reopened tickets. Your current plan should have access to Explore Lite which gives you access to the prebuilt dashboard, and in the Zendesk Support dashboard, there's a widget for percentage of Reopened tickets. This wouldn't give you the exact count, but as alternative, you can filter the dashboard this to see the reopen rate/percentage for email and WhatsApp tickets for a specific date. 
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