Hi Zendesk Community,
We are currently using a Plecto Dashboard to show how many incoming Open tickets we have hour for hour.
To do this, I have created two different views in Zendesk (two views because we are experiencing trouble counting this, and therefore trying different solutions).
1st view: Open tickets v1
Ticket: Status Is Open
Ticket: Tags Contains none of the following: [Customer Service employees]
Ticket: Group Is (current user's groups)
2nd view: Open tickets v2
Tickets: Status Is Open
To count the amount of incoming open tickets hour for hour I have linked Zendesk with Google Sheets via Zapier. The connection in Zapier is made with the trigger event "New Ticket", which means that data will be transferred to Google Sheets every time a ticket is added to a view in Zendesk.
Now the problem comes. For some reason, not all incoming open tickets are counted as a "New Ticket" in the view for open tickets. I tried with both 1st view and 2nd view.
In the 1st view for open tickets, I manually count 20 open tickets that are received (updated) today - meaning that the ticket requester last sent a reply today. However, in my Google Sheet there is only added 7 rows today, meaning that the system (via Zapier) only counts 7 "New Ticket"'s in the view for open tickets today.
I have been controlling the tickets it does count in, and I can't seem to find any difference to the tickets it doesn't count in.
I think the problem is that some open tickets are not removed from the view once one of our Customer Service employees has responded (and thereby solved) the ticket.
Does anybody have a solution for this issue? Is there a way to create a view, where tickets are added to every time the ticket gets opened or reopened by the reqeuster?
Por favor, entrar para comentar.