Explore recipe: Creating KPIs for tickets by status


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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 for custom ticket statuses.
These KPIs can be added to dashboards to help you keep tabs on your organization's overall ticket workflows.
This article contains the following topics:

What you’ll need
Creating the report
Enhancing the report

What you’ll need
Skill level: Beginner
Time required: 5 minutes

Zendesk Explore Professional or Enterprise
Editor or Admin permissions (see Giving 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, click New report.
On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
In the Metrics panel, click Add.
From the list, select New tickets and click Apply.
Give your report a descriptive name and click Save.

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, click New report.
On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
In the Metrics panel, click Add.
From the list, select Tickets and click Apply.
In the Rows panel, click Add.
From the list, select Ticket custom status name and click Apply.
Click the Ticket custom status name attribute you just added, select the custom status you want to report on, and click Apply.

In the Visualization type ( ) menu, select KPI.
Give your report a descriptive name and click Save.

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 to live 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, see Data refresh intervals for Explore reporting. {
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