Resolution time by priority

1 コメント

  • Chandra Robrock
    Community Moderator

    Hi! I'd be happy to help.

    From what you've described, the following would be my recommendations for building these queries in Explore:

    Resolution of high/urgent incidents

    Explore Dataset: Support: Tickets
    Metric: Full Resolution Time in either Hrs or Min. You can then select how you'd like to actually calculate this metric (i.e. do you want the sum of all times or the average?)

    Filters:
    Ticket Priority > Selected > High, Urgent
    Ticket Type > Selected > Incident

    You would then add a Time Filter widget on your Explore dashboard.

    Incidents re-opened

    Explore Dataset: Support: Tickets
    Metric: Reopened Tickets
    Filter: Ticket Type > Selected > Incident

    Incidents solved within a SLA

    Explore Dataset: Support: SLAs
    Metric: Achieved SLA Tickets
    Filter: Ticket Type > Selected > Incident

    Hope that helps!

     

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