Beth Terry

Hi Lou,

I have a good start with what you provided with a few edits so I could sort by ticket count. At this point I have:

Metrics: (Count) Tickets 

Rows: Requester name

From there, I can select Sort at the bottom and select Value descending to get the order I need. 

To select the date range, I selected Filters at the top and chose Ticket created-date, then selected the desired date range. You mention adding a dropdown for date selection. How/where would I do that in hopes of easily just selecting the report and changing the date range on demand as requested. 

I am very new to creating reports so fumbling around a bit as I learn. 

It seems that merging may be best so that all of the ticket information can still be affiliated with the user. Is there a downside to merging?

reporting question: We are an internal helpdesk and management has requested a listing of top requesters. We would like to look at this primarily by month but also potentially by week as well as year.

Breakdown should include at minimum:

requester name

the ability to select the desired date range

number of unique tickets created by the requester during date range

ticket channel (We currently only use web, email, and SMS)

Ability to save core report and just edit date ranges moving forward

Open to recommendations on related information as I am still new to figuring out the available data. 

Samples:

Monthly (8/1/22 – 8/31/22) with ability to select date range

Week (Monday – Sunday) with ability to select date range

I see that but it says the number is already being used by another user. When I search by phone number instead of user name, I find that as a separate "user" with a separate set of tickets. Is this a case where we would Merge into another user? And once merged, will all tickets for them show together? 

If merging into another user is correct, is this the full process?

Select the Text user account > Merge into another user > Select the "main" account that includes their email address etc? 

I know ticket mergers can not be undone so want to be sure it is done correctly the first time. 

We allow users to send tickets via test message. Is there a way to attach the user's cell number to their account so we can more easily identify/validate them? This is for in-house users only. 

Yes, please! This would be very helpful. As others have stated, relying on email alerts or manually refreshing the browser are not reliable alternatives to having an auto-refresh feature similar to Gmail.