I'm trying to create a report that will show only the most recent solved ticket by organization. So basically report that lists all of our organizations with the one ticket that was most recently solved and the date.
Zendesk support told me to “create a metric and from there calculate the most recently solved ticket, which would likely utilize the existing attribute 'Ticket Solved - Date' (or something similar like timestamp).” What they didn't help me with is how or what to create the metric based on. I would be incredibly grateful if anyone has any suggestions. Thank you in advance!
Great question! What you're trying to achieve can be done in Zendesk Explore using the ‘Ticket Solved - Date’ attribute along with a Top/Bottom filter in your report.
Here’s a simple way to set it up:
- In Explore, use the ‘Tickets’ dataset.
- Add ‘Ticket ID’ and ‘Organization Name’ as attributes.
- Use ‘Ticket Solved - Date’ as your metric or to display the date.
- Then, apply a Top 1 filter on ‘Ticket Solved - Date’per Organization, sorted from latest to earliest.
This setup will show you the most recently solved ticket per organization along with the solved date.