Tickets & Conversations

fstjohn
Participant

Creating report of internal ticket usage by user?

SOLVE

I apologize if this has been covered but we are looking to create a report showing which employees utilize the resources of a given service pipeline (in this case; Service Tickets of Marketing Requests).

 

I attempted to sort the incoming request by "Associated Contacts" but that doesnt appear to be an option - any insight would be very appreciated

 

0 Upvotes
1 Accepted solution
deepikaverma
Solution
Guide | Partner
Guide | Partner

Creating report of internal ticket usage by user?

SOLVE

Hi @fstjohn ,
I believe here emplyoee you are reffering to is "ticket owner", if it is so then there are two ways of doing it
- In main fliter specify the "ticket owner"
- And in data filter use pipeline and count of ticket ( It will show us the number of tickets are assigned in a pipeline)

- Adding the snapshots of the same.

deepikaverma_0-1680000635229.png

 

deepikaverma_1-1680000678247.png

 


Other way out is as below
-In main filter specify the pipeline
-In visualization section - use Ticket owber vs count of contacts

Please let me know if you have any questions!

View solution in original post

4 Replies 4
deepikaverma
Guide | Partner
Guide | Partner

Creating report of internal ticket usage by user?

SOLVE

Hi @MiaSrebrnjak - Thanks for tagging me in the post. Happy to help!

fstjohn
Participant

Creating report of internal ticket usage by user?

SOLVE

thank you so much for taking the time to help! In our case, since its an internal pipeline (where dozens of sales reps can make requests of 2 or 3 members of the marketing team) both sides are employees. And the goal isnt so much to reveal who is fielding the tickets as owners, but making requests and using marketing's resources - and the only field I see for that is "Associated Contacts"

0 Upvotes
deepikaverma
Solution
Guide | Partner
Guide | Partner

Creating report of internal ticket usage by user?

SOLVE

Hi @fstjohn ,
I believe here emplyoee you are reffering to is "ticket owner", if it is so then there are two ways of doing it
- In main fliter specify the "ticket owner"
- And in data filter use pipeline and count of ticket ( It will show us the number of tickets are assigned in a pipeline)

- Adding the snapshots of the same.

deepikaverma_0-1680000635229.png

 

deepikaverma_1-1680000678247.png

 


Other way out is as below
-In main filter specify the pipeline
-In visualization section - use Ticket owber vs count of contacts

Please let me know if you have any questions!

MiaSrebrnjak
Community Manager
Community Manager

Creating report of internal ticket usage by user?

SOLVE

Hi @fstjohn

 

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice: 

Hi @Jnix284@deepikaverma@Dan1, do you have any tips for @fstjohn? Thank you!

 

Cheers
Mia, Community Team    

 




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