Explore: how many tickets are being solved by our first line support group?

Forum|Forum|4 years ago
April 15, 2021
2 replies
0 views

Bart12

Hello,

We'd like to see the percentage of tickets our first line support group solves itself, compared to the total number of tickets that they handle.

Does anyone have a good recipe for this?

Right now, I've compared the number of tickets solved by that group against the number of tickets created.

This does give me a good indication, but some of the tickets are automatically assigned to a second line group by triggers.

I'd like to take them out of the total tickets created.

Does anyone know a way how to do this?

Thanks in advance

Regards,

Bart

Marie-Cathrine
Forum|Forum|4 years ago
April 19, 2021

Hi Bart,

The easiest way would be to create a custom metric that excludes the tickets that were automatically assigned to second-line support from the number of tickets created. But this would require that you do something to the ticket in the trigger that can be reported on in Explore, e.g. adding a tag. You would then be able to exclude the tickets using a metric similar to this one, if you are using the ticket updates dataset:

IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL)  
  AND (NOT INCLUDES_ANY([Ticket tags], "auto_assigned_secondline"))
THEN [Update ID]
ENDIF

You can read more about tag reporting here if this is the way you want to go: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io