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Reporting on Phone Tickets

Discussion in 'Kayako reports (Kayako Classic)' started by Jon Allen, Jul 24, 2015.

  1. Jon Allen

    Jon Allen New Member

    Currently when Staff create a ticket "as a user" they can choose to create the ticket as a "Phone Ticket" or a normal ticket. However, I can't seem to find any way to use this field for reporting or searching. Is there a way to create a report that shows the number of phone tickets?
     
  2. Sukhpreet Kaur

    Sukhpreet Kaur Staff Member

    Hi Jon,

    To get the list of Ticket IDs which are created by staff using the option 'As User', you can use the below mentioned query:

    Code:
    SELECT 'Tickets.Ticket ID' from 'Tickets' where 'Tickets.Creation Mode' = 'Staff Control Panel' and 'Tickets.Creator' = 'User' 
     
  3. Jon Allen

    Jon Allen New Member

    Thanks Sukhpreet, that's helpful. Is there any way to further narrow it down to only those tickets where "Phone Ticket" is selected? The query you posted will return all tickets created "As User" rather than just those that are marked as phone tickets.
     
  4. Sukhpreet Kaur

    Sukhpreet Kaur Staff Member

    Jon,

    I am afraid that this information isn't available via KQL. There is no such field specified 'Isphone' to crosscheck whether this option was selected. However, you can get this info from database via 'swtickets' table under "isphonecall" field. Tickets created with this option enabled shows '1' under this value.

    Just a random thought, 'Phone ticket' option is always selected by default when you choose the option 'As User' while creating a new ticket, unless your team manually uncheck this. :)
     
  5. Jon Allen

    Jon Allen New Member

    Thanks again Sukhpreet. We are using Kayako OnDemand so we don't have direct access to the database to make that query. Also we do often uncheck the "phone ticket" option when creating tickets "As User" since our customers often email us directly rather than the parser email address. Right now we have very low phone ticket volume, so it's not too important for us.

    Hopefully this is something that can be exposed via KQL in a future version!
     
  6. Jessica D'Apice

    Jessica D'Apice New Member

    'Phone ticket' option is always selected by default when you choose the option 'As User' while creating a new ticket, unless your team manually uncheck this.

    Is there any way to make this NOT the default, or delete this ticket type altogether? Is there any way to change the ticket type AFTER it has been created?
     
  7. David C

    David C New Member

    Is there any way to limit the info to daily, weekly, monthly?
     

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