Unsolved tickets at beginning of period

6 댓글

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jorge,

    You can use the Ticket updates Dataset, filter the query using ticket created date or ticket updated date - depends on what you prefer. Since you would like to capture the dates from last month to the current month, under advanced filter, you will see the option to adjust the specific timeline.

    I hope that helps!

     

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  • Jorge Moreno

    Hi Cheeny,

    Thanks for the help! I want to know the particular number of unsolved tickets (with a particular tag) at one particular moment in time (beginning of previous month), how can the creation or update date help with that? When the ticket was created or updated is not important to us, as long as the ticket is still unsolved

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jorge,

    To capture the unsolved tickets, you need to use the Ticket Dataset instead. Use Unsolved Tickets as Metrics>Filter with Created date - Advanced>Custom>Monthly and choose the months that you would like to use, and add another filter for ticket tags.

    Cheeny A | Associate Customer Advocate | Zendesk

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  • Jorge Moreno

    If I filter by created date, I will get the unsolved tickets that were created during that month, but I want to know the oldest ones. In any case, I think I can solve this using previous month report, and eliminating the "created date" bit. Thanks!

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  • Graeme Carmichael
    Community Moderator

    Normally, to find the number of outstanding tickets at a past date, you use the Backlog History dataset.

    You can say:

    Metrics

    • Sum tickets

    Rows

    • Backlog recorded month

    Filter

    • End of Month (exclude null)
    • Backlog Recoded date (eg last year)

    ... but you cannot include things like tags or custom tickets to analyse your data as that is not available in this dataset.

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  • Jorge Moreno

    Ok tags or custom field filtering was important in this case. So, it seems like I can easily add the unsolved tickets that include a particular tag at the end of the month, when the report is generated, let me know if this looks like that:
    I create this metric:

    IF (INCLUDES_ANY([Ticket tags], "tag_name") AND [Ticket status - Unsorted] != "Closed" AND [Ticket status - Unsorted]!= "Solved")
    THEN [Ticket ID]
    ENDIF

    And then just COUNT this metric.



    We'll just have to look up the data on the report from the previous month. so if at the end of August report I need to know how many unsolved tickets we had when the month started, we'll just look at the end of July report. I was looking for a way to have that in the end of August report instead, but it's not worth the headache. Thanks!!

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