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Ticket arrival

Discussion in 'Using Kayako Classic' started by Jhun, Jan 29, 2019.

  1. Jhun

    Jhun New Member

    Hi,

    Need help in ticket arrival from users. We would like to know the pattern on specific time frame when our ticket arrives the highest and the minimum on a daily basis. Hope someone could help me on this.

    Thanks in advance.
     
  2. supportskins

    supportskins Kayako Guru

    This is not possible by default. You will have to create a customized report to make this work.
     
  3. Jhun

    Jhun New Member

    Hi supportskins. That's where i am coming from and could figure the formula to get the result of arrival pattern.
     
  4. Jhun

    Jhun New Member

    Hello there! Any one can help. Really couldnt figure the formula to make this report work.

    TIA...
     
  5. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello Jhun,

    Greetings for the day!

    You may try this KQL command:

    SELECT count('Tickets.Ticket Mask ID') FROM 'Tickets' WHERE 'Tickets.Creation Date' = lastMonth() GROUP BY X('Tickets.Creation Date':Day), Y('Tickets.Creation Date':hour)

    It will list the count of tickets created in each hour of the day and the graphical representation of the output is available below:

    upload_2019-2-11_9-56-59.png

    I hope this helps!

    Let me know if there is anything else we can help you with.
     
  6. Jhun

    Jhun New Member

    Hi Gurpreet,

    Really appreciate this. It did show the result of created tickets but i just want to ensure though. is this showing tickets that came in and does not include tickets that we responded to?

    Thanks
     
  7. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello Jhun,

    Thank you for writing in.

    The above report only display the new tickets created. It does not include the updates from staff or the end user.
     
  8. Jhun

    Jhun New Member

    Wow. Thanks Gurpreet. Really appreciate this. Thank you..
     

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