Report on Tickets Solved without Comments

11 Commentaires

  • OT
    Actions pour les commentaires Permalien

    The metric # Replies is the best starting point for this, as it counts the number of public comments made by agents on a ticket.

    To get a report showing tickets with no public comments (so you can investigate further):

    1. Create a new custom metric to give # Replies or zero if there are no replies:
    2. Create a new report with:
      WHAT - your new metric
      HOW - Ticket Id (and other details)
    3. Filter the report based on the metric.  Right-click on the column header for the metric and choose (Filter) Numbers in column -> equal to.  Type 0 in the equal to option and select ok.

    If you just wanted the total as a headline metric then you could create something like this (using the metric created above):

    Hope that helps!

    Ola

    1
  • Amy Dee
    Actions pour les commentaires Permalien

    Hello! Ola's metric should show you tickets that didn't have any public comment by an agent at any point. That will be helpful for finding cases that were solved without a response.

    However, if you're interested in finding tickets that did not include a public reply when they were solved, regardless of other interactions on the ticket, you'll need something more specific. 

    You mentioned using the Comment Present and Public Comment attributes. That's on the right track, but I'd need more details to know what's going on. Can you post the metrics you've tested already, along with how they failed? I'd be happy to take a look.

    1
  • IlyaMisyuk
    Actions pour les commentaires Permalien

    Ola's metric would actually be sufficient for our purposes, but it would be even better if I could get it to only look at comments added when a ticket is solved. This was the metric I tried to create but I think I'm misunderstanding how Comment Present works.

    SELECT # Tickets Solved WHERE
    Comment Present = false AND
    [Text Field] New Value = [Status] solved

    This seemed to return a bunch of tickets that did not meet the criteria I was asking for (tickets that did have comments), based on ticket ID. I tried the same metric with "Public Comment" instead of "Comment Present" and the results were still off. I've since deleted both but could recreate to test again and gather the results if needed.

    0
  • Amy Dee
    Actions pour les commentaires Permalien

    Thanks for sharing the metric, Ilya! I see the issue here.

    The # Tickets Solved metric looks at whole tickets, while the Comment Present and [Text Field] New Value attributes look at individual ticket events. They're operating at different levels, so the metric as a whole doesn't come together.

    You're very close with the metric so far. There are just three tweaks I would recommend:

    • Replace "SELECT # Tickets Solved" with "SELECT COUNT (Ticket Id, Ticket Updates)." This allows you to count unique tickets based on specific ticket updates.

    • Add "AND Ticket Status IN (solved, closed)." You'll lose the status filter when you replace # Tickets Solved, so you need to put it back in.

    • Replace "Comment Present" with "Public Comment." This is optional, but it will allow you to also capture situations where tickets are solved with an internal comment.

    If you apply these three tweaks, the metric should look like this:

    SELECT COUNT (Ticket Id, Ticket Updates) WHERE Public Comment = false AND [Text Field] New Value = [Status] solved AND Ticket Status IN (solved, closed)

    That should show you the number of solved tickets that were changed to solved status without a public comment.

    You can certainly add to it as needed. For example, you could incorporate the Updater Role attribute to limit it to tickets solved by agents/admins.

    I hope this helps! Happy Reporting!

    0
  • IlyaMisyuk
    Actions pour les commentaires Permalien

    This worked perfectly, Amy! Thanks so much for your help! I'm slowly but surely starting to understand how to build these types of reports on my own.

    0
  • IlyaMisyuk
    Actions pour les commentaires Permalien

    One thing I noticed is that this metric is counting tickets that are merged as tickets solved with no comment. The merge event leaves an internal note before closing the ticket. What would be a good way to NOT count these tickets? Is there a metric I can use to filter out merge events?

    0
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Ilya!

    Tickets that have been merged have a tag automatically added to them, closed_by_merge. You should be able to filter out these tickets by excluding the tag from your report.

    Please let me know if you have any other questions!

    0
  • IlyaMisyuk
    Actions pour les commentaires Permalien

    Thanks Jessie, I added this filter to the metric. As I look at the results of this report I am noticing some false positives. Can you help me understand why this is? Here is what the metric currently looks like:

    And here's an example of a ticket that was marked as solved with a public comment that for some reason still showed up on the report:

    (edit: Community Support Manager removed screenshot of a ticket that included user information)

    I'm going through the list of tickets right now and there are many examples of false positives. Thoughts on what may be wrong?

    0
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Ilya!

    Sorry to have to do it, but I went ahead and removed the screenshot from your post. I'm not sure whether it's a real ticket or a test ticket, but the request information wasn't blurred out and I thought it would be better to remove it for security purposes.

    Please feel free to post a new screenshot for our reference! Just make sure that any end-user information is either cropped out or obscured. :)

    As for your question, I think I'm going to loop in one our Insights experts to shed some light.

    0
  • IlyaMisyuk
    Actions pour les commentaires Permalien

    Sure, here's the same screenshot with redacted info, there's really not much here to see other than the fact that a public comment was added and the status was changed to solved.

     

    0
  • Benjamin Goff
    Actions pour les commentaires Permalien

    Hi Ilya,

    It seems like this topic is getting a bit more involved and in depth, so I'll be creating a ticket for you so that we can better discuss this issue further. You'll be hearing from me in that ticket shortly  :)

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk