we always encounter certain limits in Zendesk Explore when we want to report the status quo or the daily status.
For example, we would like to display the backlog history within a day on an hourly basis, filtered for specific groups. That means we want to see how many unsolved tickets there are at midnight, at 1h, at 2h, at 3h, etc in each language that we have (currently 8 in total, and we report on a customized ticket field). Of course these numbers should be fixed and not change afterwards.
On other reports, we would like to be able to see how many tickets did we receive on day X (e.g. yesterday), how many tickets reopened that day (regardless of their current status), how many tickets were solved. So basically, we need to be able to see what happened on day X from beginning to the end of day.
I know that it is possible to create different reports, but we would rather be able to pull the numbers all in one query. Also, in my understanding, the numbers should represent the following logic:
Ticket Backlog from Day X (end of day)
+ Tickets received on Day X+1 (from start to end of day)
+ Tickets reopened on Day X+1 (from start to end of day)
- Tickets solved on Day X+1 (from start to end of day)
= Ticket Backlog on Day X+1 (end of day)
Unfortunately we only have the possibility to choose between Update - Date, Date solved or Date created, which does not give us our desired result.
Any ideas on how to create a report that fits our needs?
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