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percentiles in kql

October 27, 2016, 11:32 am
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hello,
is it possible to produce kayako kql reports that calculate percentiles instead of averages? for example, i am more interested in looking at my 90th percentile first reply time vs the average first reply time.

thanks in advance
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Backlog Reports

November 1, 2016, 2:14 am
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Hi All,
I'm looking to produce a reports that shows me the backlog of tickets.

i would like to see how many tickets that were created last week are being carried over to this week as they are still unresolved or closed.

has anyone had any luck producing anything like this?

thanks

Russ
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Closed ticket per week

November 2, 2016, 2:11 am
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Hi.

I'm trying to get a report that shows how many tickets where closed per week.

This is what I have this far but I cant get it to sort like I want.
I just want to present opened and closed tickets during the timeframe I have.

Code:
SELECT Sum(IF('Ticket Audit Logs.Action' = 'New Ticket',1,0)) As 'Nya Ärenden', Sum(IF(('Ticket Audit Logs.Message' Like 'Ticket status changed from: % to: Avslutat' ),1,0)) As 'Avslutade Ärenden' FROM 'Ticket Audit Logs' WHERE 'Ticket Audit Logs.Creation Date'...
Closed ticket per week
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summary of staff workload

November 2, 2016, 3:32 am
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Hi All,

I'm looking for a report that shows how many tickets each engineer has.
the total number should include all statuses but ignore their closed tickets.

I'm sure this is simple to create but if you can suggest anything that will be great

thanks

Russ
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Report with Response Time and Resolution Time

November 15, 2016, 6:45 am
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Im looking to create a report that will provide me a list of tickets resolved in the last week that show the tickets closed and provide their first response time and their resolution time.

The goal is to see if the first response and resolution meet the requirements for the severity of the ticket.
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Reports available to view outside of STAFF CP

November 22, 2016, 1:40 am
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Does anyone know an easy way to allow a report to be view-able outside of STAFF CP?

Example:
Run a report as STAFF and it returns a URL:
http://yoursite.com/staff/index.php?/Reports/Report/Generate/152

How can that be embedded (or viewed) as an external link? For example, send a link via email and when opened in a browser, it shows the generated report (and not have to login as STAFF). If it makes it easier, make them view-able to someone logged in as a USER.
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How many tickets are moved with a mailparserrule?

December 5, 2016, 4:39 am
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Hi.

Is it possible to see how many email-tickets that are effected by a parser-rule?
For example. I want to know how many tickets that has been moved to a department by a parser-rule.
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Report on users subscribed to News

January 5, 2017, 7:47 am
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I need to get a report on which users are subscribed/not subscribed to our News feeds. I see a Subscribers area in the Staff Control Panel but can't find the correct language to pull that info into a report. Thanks for any help!
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FastCGI Exited Unexpectedly - /cron/index.php?/Parser/ParserMinute/POP3IMAP

February 8, 2017, 3:40 pm
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Hello, we are experiencing a weird error when trying to run the POP3IMAP cron for pulling in emails. The error is a 500 Internal error in the browser, the weird part is it was running when we first installed Kayako, now a few weeks later it has stopped. I have spent an entire day trying to get this working properly again without success.

Server 2008R2
IIS 7.5
PHP 5.6.29
Kayako Fusion 4.76

PHP info works, all other functions seem to execute properly in Kayako (logins, updating database...

FastCGI Exited Unexpectedly - /cron/index.php?/Parser/ParserMinute/POP3IMAP
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Staff logins / logouts

June 25, 2016, 5:13 pm
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Please can someone advise how to put together a report (in KQL) to list staff members and when they log in / log out of the Kayako system ?

Thanks in advance.
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Number of replies per ticket

February 22, 2017, 1:16 am
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I'm after a report that for a set date range will return the average number of staff replies per closed ticket.

That's for tickets that were closed within the date range.
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KQL to count AVG length of staff reply (Ticket Posts.Contents)

February 27, 2017, 9:30 am
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Hi,

Need to check which staff writing most detailed answers.

Can someone help me with writing KQL ?

I did an expression like

SELECT AVG(LENGTH('Ticket Posts.Contents')), 'Users' FROM 'Tickets' WHERE 'Tickets.Resolved Date' <= Today() ORDER BY COUNT(*) DESC MULTIGROUP BY 'Tickets.Owner'

But it doesn't work properly.

I assume it's because there is no LENGTH function, or 'Ticket Posts.Contents' return an array so AVG(LENGTH(..)) can't handle with it fine or maybe I need to use 'Ticket Audit...

KQL to count AVG length of staff reply (Ticket Posts.Contents)
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Count of word or phrase in ticket contents

March 3, 2017, 8:38 am
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Hello,

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'

instead:

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?...

Count of word or phrase in ticket contents
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Crash when exporting

March 7, 2017, 5:54 am
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Hello everyone!

I need your help. I have a problem when I do report's export with a lot of strings and columns. :( If I export in xlsx - errow "HTTP ERROR 500". If I export in csv - it is not work (Data don't separate on columns. And I see html tag <br> in 'Ticket Posts.Contents').


My report:
SELECT 'Tickets.Ticket ID', 'Tickets.Department', 'Tickets.Owner', 'Tickets.Type', 'Tickets.Priority', 'Tickets.Creation Mode', 'Tickets.Creation Date', 'Tickets.Resolved Date', CUSTOMFIELD('Tickets',...

Crash when exporting
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http://www.healthsupplementsreviews.info/pure-nitro-max/

March 11, 2017, 1:05 am
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My dilemma is that I have an inference appropriate for Pure Nitro Max. It concerns everybody this is currently using Pure Nitro Max if it doesn't work. Pure Nitro Max can be interfaced with Pure Nitro Max. I suppose you'll discover that locating insight on Pure Nitro Max is startlingly hard. It's the narrow perspective whenever perhaps I am.

It's how to stop being bothered what plain old citizens think. How did this all start? Is this a good or bad Pure Nitro Max? That was rather odd looking....

http://www.healthsupplementsreviews.info/pure-nitro-max/
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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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Need to create report, new to KQL

March 24, 2017, 7:04 am
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Hello all. I was wondering if anyone can help me out with this.

New to KQL and have been searching to find details to learn how to create reports and have found a lot of great resources (including this one!!)

I'm trying to create two reports and just feel that I can't grasp the KQL at all so far.

Trying to get ticket reports for all closed last 90 days and all closed for FY2016. Appreciate any help you can provide!

-J
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Export to excel page layout and margins

April 14, 2017, 7:35 am
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Hi,
can the export to excel use A4 with normal margins instead of letter with custom?
thanks
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Dashboard for realtime stats and reports

April 17, 2017, 10:11 am
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We are in the process of creating a Dashboard to view real time stats and reports rather than have to run them manually all the time.

We'd like to know if others would be interested in purchasing this module if we developed it further for external use.

It would initially be a separate browser tab that Staff, Managers and Business Owners could view to quickly see things like:-

  • Average Response Time
  • Time for First Response
  • Average time to Close/Solve a ticket
  • Graph for Tags...

Dashboard for realtime stats and reports
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Weekly Reporting

April 20, 2017, 5:37 am
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Hi

Each Monday we have a meeting and the figures that are required are opened and closed tickets for the last week and the week before (2 weeks). I cannot seem to work out how the best way would be to produce this result. Thoughts anyone..??

Thanks
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