topic Re: Creating a report to show number of open tickets along total tickets in Dashboards & Reporting

Creating a report to show number of open tickets along total tickets

PCSanders121 — Tue, 20 Sep 2022 01:46:01 GMT

Hello,

I am trying to create a report to show x amount of tickets of total tickets are open. Not sure how to create this.

Thanks

Re: Creating a report to show number of open tickets along total tickets

Jnix284 — Tue, 20 Sep 2022 02:10:36 GMT

Hi @PCSanders121 happy to help with getting this report set up!

There are a few ways you can handle this, it kind of depends how you want the report to look.

Here is one option:
1. create a "single object" report for "tickets"
2. add the "ticket status" property

3. configure the data, for example, this is a bar chart:

4. you can add filters to limit the time range, ticket pipeline, etc. You can even create individual reports by rep by cloning and adding a filter for ticket owner

Let me know if you run into questions while getting this set up!

Re: Creating a report to show number of open tickets along total tickets

karstenkoehler — Tue, 20 Sep 2022 04:26:38 GMT

Hi @PCSanders121,

So you want to see a % of open tickets compared with all tickets?

Navigate to Menu > Reports > Reports > Create report > Single object > Tickets.
In the Filters tab in the top left, set your Create date range.
Click Hide Filters, and Add Ticket Property. Find Ticket status and select it.
Switch to the Visualization tab and set it up as shown below. To see a %, a pie chart is your best option. You'll have to add up open stage percentages (or calculate the result of 100 minus the closed percentage).

If you don't have a Professional subscription, you can use a report template. Navigate to Menu > Reports > Reports > Create report and use the search bar to find "Ticket totals by status". This is a bar chart and wouldn't give you the percentages.

Let me know if you have any follow-up questions!

Re: Creating a report to show number of open tickets along total tickets

SNigam — Tue, 20 Sep 2022 15:04:28 GMT

I agree with THE @karstenkoehler

Re: Creating a report to show number of open tickets along total tickets

PCSanders121 — Tue, 20 Sep 2022 22:03:14 GMT

Thank you @karstenkoehler @Jnix284. I will try these options out.

Christina