How to generate report for first time solved tickets?
Publicado 16 sept 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.
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4 comentarios
HAMMER, STEPHAN
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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MAD Monica Maldonado
Would it count the tickets that were reopened later? so the reopened count for them is bigger than 1?
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HAMMER, STEPHAN
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
0
Daniel Heard
I am also looking for a way to report on first time solved tickets.
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