Could you help me build a recipe to calculate the number of tickets, per ticket status, per hour? For example:
Column A: Time of The day, Column B: ticket status, Column C: count
2PM: New - 5 tickets, Open - 10 tickets, On hold - 2 tickets
3PM: New - 2 tickets, Open 12 tickets, On hold - 2 tickets
Is there any way to create this sort of report?
Hi Nadav Golan - you can actually get this report without creating calculated metrics.
Metric > COUNT(Tickets)
Attribute (column) >Ticket Status
Attribute (rows) > Ticket Created - Hour
You'll have similar report like the below:
Hi Jahn, Thanks for the support but it is not what i mean.
I want to calculate the total amount of tickets (not only created ones) that we had in each status (not the current status of the ticket), per hour.
For example:
- a ticket was created at 2pm
- then at 3pm moved to open,
- then solved at 4pm
So i would like to see:
2pm: New (1), Open (0), Solved (0)
3pm: New (0), Open (1), Solved (0)
4pm: New (0), Open (0), Solved (1)
Thank you @salim13 but this only shows real time update status and i want to know what was the status yesterday per hour and now show me the current real-time status. Is that possible?
Hey @nadav11 -I assume this is no longer an issue for you but in case someone else ends up here via google like I did - Pretty sure you are referring to a backlog dataset use case. The backlog dataset would be used to look at an attribute of a ticket at a specific point in time that may no longer be true, such as ticket status.
The dataset is pretty small if I recall correctly, but I would recommend you look into it here - https://support.zendesk.com/hc/en-us/articles/4408819760666-Analyzing-your-ticket-backlog-history-with-Explore
@dan31 The backlog history claims it only captures data at the end of a given day, which means it can't be used to look at a specific time period on a previous day and capture the status of a queue.
I'm still looking for a way to capture a view that is simply:
Hour of day, Open Tickets, New Tickets, Pending Tickets
Hi @thomas44 - That's true, it is only end of day. If I understand you correctly it would be ideal for you to look at say, November 20th 2023 and see how many tickets were New, Open and Pending at 10:30 AM, or any other day.
I agree that the report description is simple but being able to present that seems like it'd be borderline impossible. For you to see that Zendesk would have had to capture the change of the status (or any other attribute changing on the ticket) at the moment of change and store the new value. It would have to capture each change on each ticket in every Zendesk account and store it in perpetuity to make that report possible.
I don't mean to defend ZD or anything but that's a lot of storage.
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I see that you would like to check the status update per hour
You can create this report with the Update history dataset and use the attribute "update ticket status"
I hope this helps.