Explore recipe: Creating KPIs for tickets by status

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<p>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 <a href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_self">custom ticket statuses</a>.</p>
<p>These KPIs can be <a href="https://support.zendesk.com/hc/en-us/articles/4408827904794" target="_self">added to dashboards</a> to help you keep tabs on your organization's overall ticket workflows.</p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01G3Y5TFRWFAK5P0QAYYQRZ2FW" target="_self">What you’ll need</a></li>
<li><a href="#h_01G3Y5TNJ4QFNFDMKFGV21Y2GF" target="_self">Creating the report</a></li>
<li><a href="#h_01G40NHY49Y6PPYBH5SK5205TA" target="_self">Enhancing the report</a></li>
</ul>
<h2 id="h_01G3Y5TFRWFAK5P0QAYYQRZ2FW">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 5 minutes</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving users access to Explore</a>)</li>
<li>Ticket data in Zendesk Support</li>
</ul>
<h2 id="h_01G3Y5TNJ4QFNFDMKFGV21Y2GF">Creating the report</h2>
<h3 id="h_01HYNG3MA3XWNQM2V19XX3P076">For default ticket statuses</h3>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>New tickets</strong> and click <strong>Apply</strong>.</li>
<li>Give your report a descriptive name and click <strong>Save</strong>.</li>
</ol>
<p>The resulting report is a KPI that shows you how many tickets your organization has in the New status.</p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_new_tickets_KPI.png" width="850"></p>
<p>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:</p>
<ul>
<li><strong>Open tickets</strong></li>
<li><strong>Pending tickets</strong></li>
<li><strong>On-hold tickets</strong></li>
<li>
<strong>Solved tickets</strong> </li>
</ul>
<h3 id="h_01HYNG3MA346M3HF5VZZNQ3510">For custom ticket statuses</h3>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Tickets</strong> and click <strong>Apply</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Ticket custom status name</strong> and click <strong>Apply</strong>.</li>
<li>Click the <strong>Ticket custom status name</strong> attribute you just added, select the custom status you want to report on, and click <strong>Apply</strong>.<br><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_ticket_status_KPI_custom_selection.png">
</li>
<li>In the <strong>Visualization type</strong> (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">) menu, select <strong>KPI</strong>.</li>
<li>Give your report a descriptive name and click <strong>Save</strong>.</li>
</ol>
<p>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).</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_ticket_status_kpi_custom.png" width="850"></p>
<h2 id="h_01G40NHY49Y6PPYBH5SK5205TA">Enhancing the report (Enterprise only)</h2>
<p>Customers on Enterprise plans also have access to <a href="https://support.zendesk.com/hc/en-us/articles/4408843357210" target="_self">live metrics</a>. 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:</p>
<ul>
<li>Support - New tickets (60 min)</li>
<li>Support - Open tickets (60min)</li>
<li>Support - Pending tickets (60min)</li>
<li>Support - On-hold tickets (60 min)</li>
<li>Support - Solved tickets (60min)</li>
</ul>
<p>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 <a href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_self">Data refresh intervals for Explore reporting</a>.</p><script id="docs-schema-markup" type="application/ld+json">{
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