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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Live data components for Explore dashboards – CREATED TICKETS
      Hi, In Explore, you can add live data components to your dashboard. For example, solved tickets are shown in the last 30...

      Posted Mar 28, 2025 · ROSANA CABEZUELO

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      Reporting on reopened tickets by assignee
      We are looking at our reopen % in hopes of decreasing it. To do this, we want to look at the individual agents and their...

      Posted Mar 21, 2025 · Mackenzie Ribbink

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      Reporting for key words within Ticket Summary
      I need some help in creating a report where I need to look for 3 or 4 different key works within Ticket Summary field an...

      Posted Mar 06, 2025 · Igneshkumar Patel

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      How to schedule delivery for specific dashboard tab ?
      Hello, I would like to schedule the delivery of an Excel export for a specific tab of a dashboard. Is it possible to do ...

      Posted Mar 13, 2025 · Renaud Croix

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      Reporting on Parent/Child Tickets
      Answered
      Is there a way within Explore to be able to report on parent/child tickets as i'm unable to find a way of doing this? As...

      Posted Sep 28, 2021 · Ricki Lomas

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      New satisfaction survey report: how to pull the scale rating
      Hi there! We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a s...

      Posted Dec 19, 2024 · Sara Giardini

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      Reporting on "Can view tickets from user's org" access
      Answered
      Is there a way to report or find all users who have "Can view tickets from user's org"? Just a simple list of all users ...

      Posted Feb 17, 2023 · Jake Warren

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      Calculating Business Days
      Answered
      Hi, Does anybody know how to calculate business days between a tickets "Created date" and "Resolution Date"? I need to r...

      Posted May 19, 2022 · MineralTree | Support

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      Drill in showing tickets it isn't supposed to
      Answered
      Hey guys, I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than...

      Posted May 10, 2023 · Marina Angelska

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      Reporting on problem tickets
      I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that wi...

      Posted Jan 07, 2025 · Brettany Rhodes

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