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Detect time between two tickets

July 10, 2016, 8:23 am
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Hello Team,

Can you please provide me KQL query to find time gap between ticket responses ? Here is the small example of my requirement.

Ticket iD :: Subject :: Time 08:15:00
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idle time 15 mins
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Ticket ID ::Subject :: Time 08:00:00


Thanks
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Staff Licences Created per Month?

July 14, 2016, 10:17 am
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Hello,

We are self-hosted. I'm trying to write a query which would show me how many new staff accounts are created each month so we can better audit our licence usage. I'm not seeing a field that shows when a staff account was created. Is there such a field / query?

Thanks!
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Reports to show how many ticket responses staff have sent in a month

July 15, 2016, 5:48 pm
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Is there a report that shows how many tickets a staff member has replied to in a month? Not the number of closures but just a count on the number of responses the staff have sent (grouped by staff name).
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Past day report

July 17, 2016, 11:24 am
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Reports to show how many ticket responses staff have sent in a particular day in the past..

does anyone have solution to this??
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Ticket.Owner is blank - How to get text into the report heading?

July 26, 2016, 8:20 am
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I have the following statement in Kayako:
SELECT COUNT(*) AS '[TICKETS]'

FROM 'Tickets'

WHERE 'Tickets.Status' IN ('Open','In Progress')
GROUP BY X('Tickets.Owner'),Y('Tickets.Status')
ORDER BY 'Tickets.Owner','Tickets.Status'​

The report works and lists Tickets.Owner (their name as text in the header) in several columns, and one column that is blank (I assume it is NULL, since there is no Owner yet...

Ticket.Owner is blank - How to get text into the report heading?
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Little help with a KQL report

July 27, 2016, 6:14 am
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I am trying to create a report so my customer rep can follow up with customers after their ticket has been either closed or placed on hold for a period of time.

Basically:
show me all tickets where
-it resides in one of two departments
-that are either on hold or closed
-where the last reply by the user was between 2-7 days OR (the last reply by staff was 1-3 days AND that staff member is one particular person)

So far I have drummed up

Code:
SELECT 'Tickets.Ticket Mask ID',...
Little help with a KQL report
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Assistance with Query

July 27, 2016, 9:15 am
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I am trying to set up a query to pull based off of information in a certain field of the post contents.
There is a content section in my view called: Sales Rep. It looks like this:

Sales Rep: NAME

The query I use is:
SELECT 'Tickets.Ticket ID', 'Tickets.Subject', 'Tickets.User', 'Ticket Posts.Contents' from 'Ticket Posts' where 'Ticket Posts.Contents' LIKE '%Sales Rep: NAME'
However it keeps telling me that there is no information. I have used different users as well, in case someone did...

Assistance with Query
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Scheduled Report saved to a folder?

August 4, 2016, 8:23 am
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Hi All,
Does anyone know of a way to schedule a report to be saved to a folder? Or, are the scheduled reports that get sent via e-mail saved to a folder on the server so I can scoop them up?

Thanks,
E
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Reports that are based on 2 week parameters.

August 5, 2016, 7:18 am
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Hello,

I need help trying to generate a report that shows new tickets that

  • Opened in the last 2 weeks
  • Grouped by Organization
  • Containing Ticket Creation Date
  • First Response date
  • Ticket Priority
  • Ticket Status
I have something like this :

SELECT 'Tickets.Creation Date', ADDTIME('Tickets.Creation Date', 'Tickets.First Response Time') AS 'Date of First Response', 'Tickets. Subject', 'Tickets.Priority', 'Users.User Organization
WHERE ‘Tickets.Creation Date’...

Reports that are based on 2 week parameters.
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Create Daily Report By User

August 15, 2016, 1:28 am
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[​IMG]

Dear All,

i want to create a daily report from my kayako by referring to ticket ID n date,

can someone help me with the query based on the table i provide?

thanks.
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Issues with 'Tickets.Owners to Resolve' field?

August 23, 2016, 5:04 am
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I'm trying to create a report which shows how many staff/owner was involved in a ticket.

'Tickets.Owners to Resolve' seems to bring user replies in the count.

Is this a known issue?
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Cant see any pre-built reports

August 23, 2016, 10:23 pm
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Hi all I have installed the reports app from the admin side.
I do get a report tab and also the tree view with categories but its all empty I cant see any pre -built reports.
What could be wrong ?

\A
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Need Assistance with Writing 2 Reports

September 1, 2016, 12:24 pm
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I must admit, I do not know the first thing to writing a report from Kayko, but I am in need to write two reports: one for closed tickets and the other for manually created tickets. I need to be able to select a specified date range for both and I need to be able to sort by teams or team members.

Any help would be much appreciated!
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Need help

September 2, 2016, 2:44 am
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I made this report, to cout new tickes last month, and compare whit used time.
But if I dont have one new of the Tickets.Type last month, it never show time spend last month.
I need both.
Thanks !

SELECT COUNT(*) AS 'Total', sum('Ticket Billing.Time Billable')/3600 as TimeWorked
FROM 'Tickets' WHERE 'Tickets.Creation Date' = LastMonth() GROUP BY ('Tickets.Type')
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Change in time format

September 5, 2016, 3:57 am
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Hi,

We updated our Kayako version a couple of months ago. Since then the Ticket Posts.First Response Time field has been displaying in format "3h 2m 15s", whereas this previously just showed in seconds.

is there a way to revert this, or at least format it back to seconds without having to do it in a spreadsheet afterwards?

Thanks in advance,

Si
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Report with User Organization notes

October 5, 2016, 7:17 am
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Is it possible to create a report to identify all user organizations that have a note tha contain "xxxxx"?
Thank you in advance!
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Variable Current_User in report

October 24, 2016, 7:37 am
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I have a report that I want to run for all our staff, they may run it themselfs. It is a billingreport per week. Is there a variable so that I can use 1 report instead of a custom report for everyone?
I.e. 'Ticket Billing.Worker' = 'Current_User'
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Looking for a detailed performance reports

October 25, 2016, 2:51 am
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Hi,
im looking to generate a report that will show me the following over a 1 month period so ThisMonth or LastMonth.

How many tickets closed per technician
Average response time
How many tickets closed within SLA
How many ticket closed out of SLA
Percentage closed within SLA
Percentage closed out of SLA

can you please let me know if this is possible, we are using Classic version 4

many thanks

Russ
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First time fix or resolution

October 26, 2016, 1:20 am
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Hi All,

please can you tell me if anyone is measuring first time fix or first time resolution.
we have a customer that would like us to produce these figures for them and currently it is taking a lot of time.
im sure there must be a way Kayako can do this and report on it for us?

does anyone have any experience doing this?

thanks

Russ
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Simple report needed, haven't a scooby what to do

October 26, 2016, 8:53 am
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Hi, I'm trying to create a report and I'm no good with the KQL language,
1/ Number of tickets (or percentage) that were closed within their SLA time
2/ Number of tickets (or percentage) that were closed outside of their SLA time

Is such a report possible?
Please help if you can.
Regards,
Adrian
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