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Count of word or phrase in ticket contents

Discussion in 'Kayako reports (Kayako Classic)' started by SeanD, Mar 3, 2017.

  1. SeanD

    SeanD Member


    Trying to see if I can create a report to show a count of how many tickets that have the contents of a specific word or phrase. For example:

    SELECT COUNT(*) AS "Total" from 'Tickets' Where 'Tickets.Department' LIKE 'YDepartment'


    SELECT COUNT(*) AS "Total" from 'Tickets' Where 'Tickets.Contents' LIKE 'Invalid Key'

    There does not seem to be a mechanism to have a report pay attention to the contents of the ticket, rather, just higher (less verbose) sections; is that true?

    Thanks for taking my call, I'll hang up and listen.
  2. Johan van Zyl

    Johan van Zyl New Member

    Hi Sean,
    the query will look something like this

    Your primary source will be ticket posts. and remember to use the % before and after the word you are looking for.

    hope this helps.
    SeanD likes this.
  3. SeanD

    SeanD Member


    Thank you much sir. I see that 'Subject' is the lone focus - so the 'body' is not something that can be searched?

    Again, thank you!
  4. SeanD

    SeanD Member

    Select COUNT('Try things so you can answer your own questions buddy') as 'Experiment'

    The result of that is 1 when I used Ticket.Contents

    Thank you again, Johan.
  5. Johan van Zyl

    Johan van Zyl New Member

    Hi Sean,
    just change the focus to Contents field in the query.

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