Report Status Quo or daily status (start of day to end of day)

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5 댓글

  • Hillary Latham
    Community Moderator

    You cannot pull all of this data into one query because you would need to use different date filters for each metric you are trying to get and different datasets for each query.

    The best option to use is a dashboard.  Create separate queries, then pull them all into a single dashboard.  I do something similar to get various stats on current ticket status for created and solved tickets.  

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  • Christiane Müller

    Hi Hillary Latham

    I know that. And that's exactly my point. 

    Why is it not possible to have a report on what happened during one day from start of day until the end of day, e.g. how many tickets were received that day? How many tickets were reopened? How many tickets were solved? What was the backlog at 6:00 am and what was it at 5:00 pm? 

    I have created several dashboards, but if I want to work with the numbers, I have to export dozens of excel sheets and copy past all of them together. That is very time consuming.

     

    Also, the numbers we get from our reports (tickets created, reopened, solved) do not match the backlog numbers. It should, following my above mentionned logic, right? 

    Best 
    Christiane

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  • Hannah Meier
    Zendesk team member

    Hi Christine,

    Unfortunately, it's not possible to get that data at an hourly level. However, you can use the Backlog history dataset to get a snapshot of how many unsolved tickets you have each day at midnight. For more information on the backlog dataset, you can look here: https://support.zendesk.com/hc/en-us/articles/360022182114#topic_dfb_ydg_ndb

    As for your question, it is possible to show tickets created, tickets reopened, and tickets solved in a single query by using the "Update Date" time filter. In the Ticket Updates dataset, the "Update Date" will give you the date that the action took place. For example, if you have a query that uses the following metrics and attributes will show you how many tickets were created, reopened and solved each day

    However, I do believe that calculating a backlog this way is impossible in Explore, since there isn't a way to do rolling sums in Explore. 

    Please let me know if you have any other questions.

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  • Christiane Müller

    Hi Hannah, 

     
    thanks for the feedback. 
     
    But coming to my initial question, how come the numbers do not match the backlog data? 
     
    I did what you explained. In my understanding, the backlog from 17.12.2019 (5154) plus the delta from 18.12.2019 (6735 + 3056 - 6687 = 3104) should equal the backlog on 18.12.2019, correct? 
    But it doesn't add up at all.
     
     
    Best 
    Christiane 
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  • Hannah Meier
    Zendesk team member

    Hello Christiane,

    Your calculation looks good except for one detail. The "Tickets solved" metric counts only the last time a ticket was solved. This means that your calculation above is double counting re-opens. 

    If you do the same sort of math, but only with tickets created - tickets solved, you'll get the correct delta.

     

    Hannah

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