How to generate report for first time solved tickets?

4 Commentaires

  • Daniel Heard

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


    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]

    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

  • MAD Monica Maldonado

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



    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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