How to generate report for first time solved tickets?

已于 2021年9月16日发布

We would like to generate report for tickets which are solved for first time by the agents:

Would like to avoid in the report:

1. Tickets reopened by the customer.

2. Agent solving tickets more than once.

4 条评论

2022年3月18日

Hi Monica,

lets explain it with an example:

Ticket solved first time:

Ticket solved 1 // reopened 0 // the new metric (I name it "Not reopened, solved tickets") 1

---------------------------------------

Same ticket but reopened later: (in this case the reopening counter will be bigger then 0)

Ticket solved 1 // reopened 1 // the new metric (I name it "Not reopened, solved tickets") 0

I hope that helps clarify it.

2022年3月16日

Would it count the tickets that were reopened later? so the reopened count for them is bigger than 1?

2022年3月14日

I think I`ve found a solution by creating this metric in the Support: Ticket [Default] Dataset:

IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")
AND VALUE(Reopens) <1
THEN [Ticket ID]
ENDIF

This metric counts all solved tickets with the reopen counter less than 1 (so 0).

If you create a query with the metrics solved tickets, reopened tickets, and this metric above, you should see that it fits. Hope that helps you too

2021年9月23日

I am also looking for a way to report on first time solved tickets.

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