Tip of the Week: Review Ticket Resolution Times with Reports

Support, like a lot of things, has different levels – while you can see a lot from the ground level, some things are only visible from a higher altitude. Zendesk Reports give you the ability to review your support tickets at that higher level. This is helpful to see larger trends and patterns in your workflow. For instance, you might want to know how many tickets came in over the past week about a specific issue; or how many problem tickets got created last month vs. how many got solved.

Solved TicketOne important metric we use at Zendesk is our Resolution Time – how quickly we are resolving issues that come in. (Resolution time in Zendesk is the amount of time it takes for ‘New’ ticket to get marked ‘Solved’.) Though this is a slight oversimplification, we have two levels to our support – Level 1 for straightforward questions and issues and Level 2 for issues that require more research or technical investigation. We want to resolve all of our Level 1 support tickets within one business day; and our Level 2 tickets within two business days.

To check whether we are meeting this goal, we have built a report called Resolution Times by Group (Level 1 and Level 2).

resolution-report

While there’s a lot of data there, looking at the top two lines – red and blue – will give you a good sense of what’s going on. As you can see from the key below, red represents all the Level 1 Tickets created on a given day while blue represents all those Level 1 tickets that were solved in less than eight hours (or about one business day). If we were perfect, those two lines would trace the exact same line. We are not perfect, but we are doing pretty good. If I roll over the graph, I get actual numbers showing me specifically how many tickets were created and how many were solved within my time frame.

report-detail

These numbers are replicated in a table below the graph, which table you can export in either a CSV or XML format for your own custom data and reporting needs.

reports-csv-xml

We use this report in regular meetings to help assess whether we are meeting our resolution time goals.

Building a Report

To build a report like this, you go to the Reports page under the Manage tab in the navbar. Zendesk comes with some reports ready to use, but click Add New Report in the upper right to create your own.

Give your report a title and set the timeframe – i.e. show me the last two weeks; or show me the entire month of May, etc.

Then you need to add a data series. Each data series in a report creates a line on the graph; and each line shows you how many tickets meet the criteria on a specific day. So, for instance, in our case, I want to know how many tickets have been created in the Level 1 group. My data series looks like this:

report data set

On the graph and in the data table, this creates a line that will give me the number of tickets that meet that criteria for each day in the timeframe I specified above.

Next, I will add a data series (or think about it as adding another line to the graph) by clicking the Add Data Series link. Next, I want to see how many Level 1 tickets created that day got solved within 8 hours. For that my data series looks like this:

report-data-series-2

I can add as many conditions as I like to the data series in order to get the sort of view on my tickets I want. To add a condition, you click the green plus button on the right (and you can remove any condition by clicking the red minus). In addition to the ones I’ve used in my example, you can choose the group of tickets you want to see (Created, Resolved, Unsolved, Old, and All), and set specific conditions within those tickets:

  • Priority
  • Type
  • Group
  • Assignee
  • Organization
  • Tags
  • Resolution Time in Hours

These are explained further on the Reports page itself.

Once I add all the data series I need, I can preview the report to make sure it’s showing me the kind of data I am looking for; and then, when satisfied, you can create the report.

Like any high-level tool, Reports are the most useful when reviewed regularly. We recommend building one and integrating into a weekly meeting or performance review.