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Schedule Dashboard/Query Report for Ticket Count in Certain Views/Queues

  • May 5, 2021
  • 1 reply
  • 0 views
Z

I see that Explore has the ability to have a Dashboard schedule an Excel sheet or .csv report, which is a useful feature I'd like to use for reporting how many tickets are in different Views and in an agent's queue (for tickets already assigned to them).

Basically, I would want this to send me a report at a scheduled time (the beginning of the agent's shift) of what is in their personal/assigned queue (My Opens), and other Views for which they are responsible for addressing. I would then set up another scheduled report on the same dashboard to tell me those ticket counts at the end of their shift. 

Is there a query recipe for this? 

    1 reply

    C
    • Chandra13
    • May 5, 2021

    Hi Zach! While there isn't a way to report on the number of tickets within a specific view in Zendesk, you can definitely build some queries in Explore to pull numbers based on the same conditions that each ticket view is looking at.

    For instance, if one of the views that the agent works out of shows all open tickets that have been assigned to them, you'd want to count the number of tickets with a Ticket Status = Open and the Assignee = the agent's name. 

    The other thing you'll want to keep in mind when scheduling these reports is when your Zendesk Explore data is refreshed which you can learn more about here.

    Hope that helps point you in the right direction!

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