In this Explore recipe, you’ll learn how to create KPIs that show how many tickets are in each default status (New, Open, Pending, On-hold, and Solved). You'll also learn how to create KPIs forcustom ticket statuses.
These KPIs can beadded to dashboardsto help you keep tabs on your organization's overall ticket workflows.
This article contains the following topics:
What you’ll need
Skill level:Beginner
Time required:5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving users access to Explore)
- Ticket data in Zendesk Support
Creating the report
For default ticket statuses
- In Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Tickets, then clickStart report. The report builder opens.
- In theMetricspanel, clickAdd.
- From the list, selectNew ticketsand clickApply.
- Give your report a descriptive name and clickSave.
The resulting report is a KPI that shows you how many tickets your organization has in the New status.
To create additional reports for other ticket statuses, repeat the steps above, modifying step 5 to select one of the following metrics for other ticket statuses as desired:
- Open tickets
- Pending tickets
- On-hold tickets
- Solved tickets
For custom ticket statuses
- In Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Tickets, then clickStart report. The report builder opens.
- In theMetricspanel, clickAdd.
- From the list, selectTicketsand clickApply.
- In theRowspanel, clickAdd.
- From the list, selectTicket custom status nameand clickApply.
- Click theTicket custom status nameattribute you just added, select the custom status you want to report on, and clickApply.
- In theVisualization type() menu, selectKPI.
- Give your report a descriptive name and clickSave.
The resulting report is a KPI that shows you how many tickets your organization has in the custom status you chose (in the example below, Escalated).
Enhancing the report (Enterprise only)
Customers on Enterprise plans also have access tolive metrics. This means you can create a more complete picture of your tickets by adding the following live metrics to the same dashboard as the KPIs above:
- Support - New tickets (60 min)
- Support - Open tickets (60min)
- Support - Pending tickets (60min)
- Support - On-hold tickets (60 min)
- Support - Solved tickets (60min)
The non-live KPIs will show data as of about an hour ago, while the live metrics will show data for the last hour up to the current time. There may be a small gap between the non-live metrics and live metrics due to the data sync window. For more information, seeData refresh intervals for Explore reporting.
2 Comments
How can I measure how many tickets I ever had in a specific ticket's custom status?
Hello Almog,
Currently, custom ticket statuses can only be reported in the Tickets dataset where updates/events which includes custom ticket status changes are not included.
As a workaround, you may probably set up a trigger to have a matching custom drop-down field so you can report these values in the Updates History dataset.
Pleasesign into leave a comment.