If your workflow involves changing the ticket assignee after it's solved, you might want to modify the report to reflect the agent who actually solved the ticket.
To do this, use the Updates history dataset instead of the Tickets dataset. Use the metric D_Count(Tickets solved) and a standard calculated attribute with a specific formula to identify the agent who marked the ticket as solved. This approach ensures the report reflects the agent who did the work.
Creating an agent leaderboard for solved tickets in Zendesk is a straightforward process. You'll need Zendesk Explore Professional or Enterprise and Editor or Admin permissions. To start, go to Explore and click the reports icon. In the Reports…
To create a solved tickets leaderboard in Zendesk, you need a few key things. You'll need Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and ticket data in Zendesk Support. The process is simple and takes about 10 minutes….
Enhancing your solved tickets report with date filters allows you to focus on specific time frames. This can be useful for analyzing performance over a particular period. To add a date filter, go to the Filters panel, click 'Add', and choose…
Yes, the solved tickets leaderboard counts tickets as solved regardless of who actually solved them. It reflects the current assignee of the ticket. If you want to ensure the report only includes tickets solved by the agent who marked them as…
Yes, you can report on tickets that an agent marked as solved only by using the Updates history dataset. This dataset allows you to track the specific agent who changed the ticket status to solved. By using a calculated attribute, you can filter…