Number of open tickets per agent or department at the end of each month | Community
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Number of open tickets per agent or department at the end of each month

  • July 3, 2019
  • 6 replies
  • 0 views
B

Hi all,

 

Looking to create a report in Explore that will show how many assigned tickets are still open at the end of each month grouped by agent and/or support department(we have multiple support groups using our instance)

 

Also looking to get a count of all tickets solved in a particular month.

 

Id like to be able to compare these monthly totals to the previous year's month (ex  1/2019 vs 1/2018).

 

The backlog feature, unless Im mistaken, gives you an accumulation of all backlogged tickets UP TO a specific date and not the current total on a particular date.

 

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    6 replies

    Kyle40
    • Kyle40
    • July 6, 2019

    Hey There Bill, 

     

    These are very good questions, and I'm pretty sure I have a solution for you regarding this! Within Explore we have a metric you can used called "Assigned unsolved tickets" this should pull all open, assigned tickets and if you were to add a filter for the date (I recommend using Ticket Requester Last updated), and Assignee name to your filter.

    The Assigned Unsolved Tickets metric is here: ( IF ([Assignee ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF ).

    For the second question to create a monthly report for your solved tickets you would need to use the date filter "Tickets Solved - Month"; I would recommend using the advanced filter to specify a repeated date range. Please see below;



    That would be correct about the backlog feature, this feature will show you a snapshot of unsolved tickets at any given date, you could equally build this within the backlog tickets data set, but that is a bit more rigid and depends heavily on daily syncs. The other downside that I can think of off-hand would be that Backlog metrics can only be filtered or sliced by attributes that exist within the Support: Backlog History. This is because the backlog dataset is isolated and does not connect to other data in Zendesk. 

    You can Explore both options equally to see what jives best with you, and if you have any additional questions definitely follow-up!

    B
    • Bill12
    • Author
    • July 8, 2019

    Thanks Kyle for the feedback.  Unfortunately this unsolved metric seems to only report on all current open tickets not at a point in time.  Id like to know how many unsolved/assigned tickets an agent or support group as a whole had on the last day of each month so I can compare those totals month over month year over year.  For example at the end of july 2018 John Doe had 35 open tickets assigned to them and 28 assigned and open at the end of Aug.  John doe also closed 30 tickets in the month of july 2018 and 20 in the month of Aug 2018.

    Personally I dont understand why the backlog calculations would include all tickets in the past that is or were backlogged.  IMO it makes more sense to show how many they have on a specific date 

    L
    • Lotte
    • October 25, 2019

    I have the same question as Bill. I want to see how many open tickets we had with a specific form at the end of each week and show it in a graph together with how many tickets were created that week and how many were solved. Is there any way to accomplish this?

      Brett13
      • Brett13
      • Community Manager
      • November 4, 2019

      Hey Lotte,

      If you're using Explore, the backlog dataset is what you're looking for. This dataset can show you the status of your tickets at the end of the day based on the filters you select. In the link I provided you'll see the available metrics/attributes with the Backlog History dataset which includes Ticket Forms.

      I hope the above points you in the right direction!

      L
      • Lotte
      • November 5, 2019

      Hi Brett,

      Thanks for your reply. Unfortunately, I don't see Ticket Forms in the list of attributes with the Backlog History dataset.

      Is there any chance it will be added?

       

       

      Brett13
      • Brett13
      • Community Manager
      • November 5, 2019

      Hey Lotte,

      You are correct and Ticket Forms are not an available attribute in the backlog dataset. I can't speak for whether or not this will be available in the future but I'll be sure to pass this along to our Product Managers so they're aware of the need.

      Let me know if you have any other questions in the meantime!

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