Passer au contenu principal

How can I see which tickets have been resolved by only one agent? - Base de connaissances / Developer & Reporting / Creating Reports - Deskpro Support

How can I see which tickets have been resolved by only one agent?

Liste des auteurs

For a number of purposes, you may want to generate a report that shows a list of resolved tickets ordered by the number of agents who have replied or added a note to that ticket.
Simply enter these queries into the query builder when creating a custom report in the reporting interface:

SELECT DPQL_COUNT_DISTINCT(tickets_messages.person) AS 'Number of agents', tickets_messages.ticket_id, tickets_messages.ticket
FROM tickets_messages
WHERE tickets_messages.person.is_agent AND tickets_messages.ticket.status = 'resolved'
GROUP BY tickets_messages.ticket_id
ORDER BY DPQL_COUNT_DISTINCT(tickets_messages.person)


This will generate a report that shows a list of resolved tickets ordered by the number of agents who have replied or added a note to that ticket.
For more information on creating reports, refer to our guide on the Anatomy of a DPQL Query.

Utile Peu Utile

21 personnes sur 50 ont trouvé cette page utile

Ajouter un commentaire

Veuillez vous connecter ou vous enregistrer pour soumettre un commentaire.

Mot de passe oublié ?