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tickets that need reply

May 25, 2017, 4:10 am
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I am looking to build a report that runs on a scheduled basis that lets me know all tickets that are waiting for a response from us to our user.Anyone got anything i can run with?

cheers

joe
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first time and who performed

May 30, 2017, 6:39 am
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I need to create a report that will show who the application was assigned to for the first time and who performed
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Status duration

May 30, 2017, 11:13 am
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Hello,
I'm looking to way of getting duration of each tickets status. For example, ticket can change its status as New - In Progress - New - In progress - Closed, ad we need to get for each ticket:
New - 1 hours
In progress - 3 hours
Closed - 10 hours

Thank you in advance for help
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Generating Tickets Created vs Resolved Chart

June 22, 2017, 3:20 pm
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Currently, we can generate tickets created and tickets resolved charts separately with the reports below. Is there a way to combine the two so that the number of tickets created and resolved show up in one chart?

SELECT COUNT(*) AS Total FROM 'Tickets' WHERE 'Tickets.Creation Date':year='2017' GROUP BY X('Tickets.Resolved Date':Month), Y('Users.User Organization')

SELECT COUNT(*) AS Total FROM 'Tickets' WHERE 'Tickets.Is Resolved' = '1' AND 'Tickets.Resolved Date':year='2017' GROUP BY...

Generating Tickets Created vs Resolved Chart
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count() issue

July 13, 2017, 6:16 am
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Hello
I have a question regarding the following KQL query:
"
SELECT Count ('Ticket Audit Logs.Action') AS ActionCount FROM 'Ticket Audit Logs' WHERE 'Ticket Audit Logs.Creation Date' = Yesterday() AND 'Ticket Audit Logs.Full Name' IN ('Peter Fox, 'Jimmy Choo') GROUP BY 'Ticket Audit Logs.Full Name' ORDER BY COUNT('Ticket Audit Logs.Action') DESC
"

The employee Jimmy Choo didn't work yesterday, therefore his name will not be listed in the outcome of this query, since he didn't have any...

count() issue
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Reporting on Phone Tickets

July 28, 2017, 1:32 pm
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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?
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getting errors on KQL report

October 10, 2017, 7:27 am
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If I add 'User Emails.Email' to the SELECT fields and 'User Emails' to FROM it breaks the below report.
How can I add user email to the report

SELECT 'Users.User Organization', 'Users.Full Name', 'Tag Links.Tag', 'User Organizations.Creation Date', 'Users.Expiry', 'User Emails.Email'
FROM 'Users', 'User Organizations', 'Tag Links'
ORDER BY 'Tag Links.Tag Link ID' DESC
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Help with Ticket post content report

November 16, 2017, 12:39 am
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Hello.

I have made a report that looks like this.
Code:
SELECT 'Ticket Posts.Contents', 'Ticket Posts.Creator', 'Ticket Posts.Creation Date', 'Ticket Posts.Full Name' FROM 'Ticket Posts', 'Tickets' GROUP BY 'Tickets.Ticket ID', 'Tickets.Subject', 'Tickets.User',  CUSTOMFIELD('Tickets', 'Customfieldname')
It works well but it only gets the first user post.
I wan't it to show the full conversation. I can find it in the DB under swticketposts.

Can anyone please help me out here so I can...

Help with Ticket post content report
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Calculate Ticket Age in Each Department

November 29, 2017, 7:36 am
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Hello,

I am looking for help on how to calculate the time that tickets spend in a certain department. So if a ticket has been in one department for 10 days, and another department for 2 days, I want to be able to show that.

There are 6 departments and tickets get transferred between them regularly. For example, a ticket can go from Dept 1 -> Dept 3 -> Dept 1 -> Dept 5.. and the ending department is not always the same as the one it started out in.

Right now I am just taking today's date...

Calculate Ticket Age in Each Department
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Possible to create a report detailing number of days a ticket is in X status?

November 29, 2017, 7:57 am
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Hey everyone,

just a quick question to ask if there is any way I can create a report that can be run on a weekly basis, telling me how many days a ticket was in a certain status during that week? For example Open, In progress, Pending Developers etc.

Thanks!
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Reports for last month - how to do

November 29, 2017, 8:26 am
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Need help with creating the following reports, all by last month

- open tickets with subject, ticket-id, custom fields x2, date created

- closed tickets with subject, ticket-id, custom fields x2, date created

- date of ticket, ticket number, department, ticket closed

- tickets that goes outside the SLA

- report by custom field and subject, sort by custom field and total summary
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Calculate Ticket time in Each Department

November 30, 2017, 9:20 am
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Hello,

I am looking for help on how to calculate the time that tickets spend in a each department and in what status (e.g, Open, Awaiting Reply, on Hold). So if a ticket has been in one department for 10 days, and another department for 2 days, I want to be able to show that.

There are 3 departments and tickets get transferred between them regularly. For example, a ticket can go from Dept 1 -> Dept 3 -> Dept 1 -> Dept 2.. and the ending department is not always the same as the one it started...

Calculate Ticket time in Each Department
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Customfield Issue

December 6, 2017, 12:15 pm
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Hey all,

I'm having some issues working with the customfield part of a query.

The following works perfectly:
Code:
SELECT 'Tickets.Ticket ID', 'Tickets.Subject', 'Tickets.Department', 'Tickets.Creation Date', 'Tickets.First Response Time' FROM 'Tickets' WHERE 'Tickets.Department' = 'Hosting and Server Support' AND 'Tickets.Creation Date' >= MKTIME(0,0,0,10,1,2017) AND 'Tickets.Creation Date' <= MKTIME(0,0,0,10,31,2017) AND CUSTOMFIELD('Select a location') = 'Canada' MULTIGROUP BY...
Customfield Issue
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Differing results

January 15, 2018, 3:00 pm
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At the moment I have a requirement to closely monitor staff results. However, I find that a manual count via the activity logs returns different results than a report being run for the last seven days showing the results by day.

SELECT COUNT(*) AS Total FROM 'Tickets' WHERE 'Tickets.Is Resolved' = '1' AND 'Tickets.Resolved Date'>= mktime(0,0,0,01,01,2018) and 'Tickets.Resolved Date' <= mktime(11, 59, 59, 01, 07, 2018)GROUP BY X('Tickets.Resolved Date':Week), X('Tickets.Resolved...

Differing results
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KQL example for tickets by type in last 24 hours?

February 10, 2018, 11:16 am
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Hi,

I am looking to generate a report of tickets by type replied to in the last 24 hours, does anyone happen to have the KQL for this?

Thanks,

Jacob
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How to obtain numbers of Surveys sent

February 26, 2018, 10:24 am
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Good day everyone!

Is there a way to know specifically how many surveys are sent and obtaining the info of who triggered the survey sending? (aka who sent the surveys)


I know you can actually obtain how many surveys were actually filled and replied.
But I wonder, is there a way to check specifically ALL the ones SENT ?
I have an actual custom CLOSE button that sends the survey. Perhaps its the way to count it?
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Create Report for Previous Month with first response time, average response time and client comments

March 25, 2018, 12:41 pm
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Hi,
I am new to the Kayako Query language and have been tasked to create a Kayako report that details the following.

When the report is ran, execute for the previous calendar month, with Ticket first response time, Ticket average resolution time and client comments/feedback included (per ticket) in the report.

I have played with the KQL to achieve the above- but have not been able to succeed.

Can you please suggest some lines of KQL that will execute the above?

Thank you for your help.
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http://wellnesssupplement.com/luna-trim/

April 23, 2018, 11:22 pm
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http://wellnesssupplement.com/luna-trim/
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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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First "Touch" Reporting

August 15, 2018, 2:51 pm
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I am mainly the one in our organization who re-routes incoming tickets. I want to quantify this activity by generating a report that will show that although I may not own a ticket, I am the one who assigned it to a Staff Member or changed the department to one different than the one it came in on.

Essentially a list of all Staff members with a count showing how many tickets where they were the first to perform any action. ie first to touch it which I hope is in some audit log somewhere....

First "Touch" Reporting
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