Does anyone know how I can report SPAM and who has set a ticket to SPAM?
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Report for SPAM
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Show all users from a specific email domain
Hello
Can you let me know how to generate the user list from a specified email domain please?
I can find this information by checking the user list under an organisation, but I need it in an exportable format that a KQL report will provide.
Can you let me know how to generate the user list from a specified email domain please?
I can find this information by checking the user list under an organisation, but I need it in an exportable format that a KQL report will provide.
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Report on ticket per team (dynamic staff)
Hi There,
I am trying to figure out how to create a report on tickets, but with a scope to a specific team only (staff)
I was hoping that the KQL could be written to select the desired ticket fields and use in the where clause something like "where 'Staff.staffgroupid' = ''TEAM BE" thus effectively only reporting on tickets of the TEAM BE only.
Tried playing around with a join on tickets and staff, but this does not seem possible. Does anybody have any tips here?
I am trying to figure out how to create a report on tickets, but with a scope to a specific team only (staff)
I was hoping that the KQL could be written to select the desired ticket fields and use in the where clause something like "where 'Staff.staffgroupid' = ''TEAM BE" thus effectively only reporting on tickets of the TEAM BE only.
Tried playing around with a join on tickets and staff, but this does not seem possible. Does anybody have any tips here?
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How to create report
We're using Kayako Classic and currently, a report is generated for tickets that are considered "On Hold"
With these however, every day, I have to update the ticket with a new auto response. My question is how to I create a report that will show me ones that either have the 1st response sent or no response?
Also, how can I tailor it for those with the 2nd? Or the 3rd?
Here is the query we're using now:
SELECT 'Tickets.Ticket Mask ID','Users.Fullname','' AS 'US/Ext', '' AS 'State/Country'...
How to create report
With these however, every day, I have to update the ticket with a new auto response. My question is how to I create a report that will show me ones that either have the 1st response sent or no response?
Also, how can I tailor it for those with the 2nd? Or the 3rd?
Here is the query we're using now:
SELECT 'Tickets.Ticket Mask ID','Users.Fullname','' AS 'US/Ext', '' AS 'State/Country'...
How to create report
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Create report by tag used
Morning,
My company sends way too many replies as follow ups to customers and I need to stagger the report so that we aren't flooding inboxes. My thought was to tag tickets at each step so that we could generate a report for specifically that tag and it would in turn keep us from overwhelming people with tickets - or setting up an auto responder where it would send a set response based on tag. My idea is as follows:
Ticket:
Initial reply --next day-->1st follow up--2 days later-->2nd follow...
Create report by tag used
My company sends way too many replies as follow ups to customers and I need to stagger the report so that we aren't flooding inboxes. My thought was to tag tickets at each step so that we could generate a report for specifically that tag and it would in turn keep us from overwhelming people with tickets - or setting up an auto responder where it would send a set response based on tag. My idea is as follows:
Ticket:
Initial reply --next day-->1st follow up--2 days later-->2nd follow...
Create report by tag used
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Number of replies per ticket
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.
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)
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)
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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Crash when exporting
Hello everyone!
I need your help. I have a problem when I do report's export with a lot of strings and columns.![:(]( "Frown :(")
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
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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Time worked only showing one entry per department
Hi,
I'm running a report to show time worked grouped by department, but only seem to be seeing one entry per department rather than a commutative time. Does anyone have any ideas please?
SELECT 'tickets.department', 'Tickets.Ticket Mask ID', 'Tickets.Owner', 'Ticket Billing.Worker', 'Tickets.Subject', 'Tickets.Status', 'Tickets.Type', 'Ticket Billing.Time Spent' FROM 'Ticket Billing', 'Tickets' WHERE 'Ticket Billing.Creation Date' = thisWeek() ORDER BY 'Tickets.Ticket Mask ID' GROUP BY...
Time worked only showing one entry per department
I'm running a report to show time worked grouped by department, but only seem to be seeing one entry per department rather than a commutative time. Does anyone have any ideas please?
SELECT 'tickets.department', 'Tickets.Ticket Mask ID', 'Tickets.Owner', 'Ticket Billing.Worker', 'Tickets.Subject', 'Tickets.Status', 'Tickets.Type', 'Ticket Billing.Time Spent' FROM 'Ticket Billing', 'Tickets' WHERE 'Ticket Billing.Creation Date' = thisWeek() ORDER BY 'Tickets.Ticket Mask ID' GROUP BY...
Time worked only showing one entry per department
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Number of replies per ticket
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.
That's for tickets that were closed within the date range.
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Ticket Assignment Report
Hello,
When I ran the report below I get duplicates. Is there any way I can remove the duplicate ticket ?
I would only like to have one instance of the ticket when status was changed from --unassigned-- to --updated owner-- .
SELECT DISTINCT 'Tickets.Ticket Mask ID' AS 'TicketID', 'Ticket Audit Logs.Creation Date', 'Ticket Audit Logs. Actiontype', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and...
Ticket Assignment Report
When I ran the report below I get duplicates. Is there any way I can remove the duplicate ticket ?
I would only like to have one instance of the ticket when status was changed from --unassigned-- to --updated owner-- .
SELECT DISTINCT 'Tickets.Ticket Mask ID' AS 'TicketID', 'Ticket Audit Logs.Creation Date', 'Ticket Audit Logs. Actiontype', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and...
Ticket Assignment Report
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KSQL Edit - Ticket assignment
I am trying to figure out how to show only one specific Staff or department that change the ticket assignment. Below in ?????????? is where I am faulting to produce data.
SELECT DISTINCT 'Ticket Audit Logs.Creation Date', 'Tickets.Ticket ID', CUSTOMFIELD('Tickets', 'Classification'), 'Tickets.Owner', 'Tickets.User', 'Tickets.Subject', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and 'Ticket owner...
KSQL Edit - Ticket assignment
SELECT DISTINCT 'Ticket Audit Logs.Creation Date', 'Tickets.Ticket ID', CUSTOMFIELD('Tickets', 'Classification'), 'Tickets.Owner', 'Tickets.User', 'Tickets.Subject', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and 'Ticket owner...
KSQL Edit - Ticket assignment
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Notes field??
Ive searched and searched, and it seems like there is no way to pull ticket notes into a report? is this true or am I missing something?
I found an old thread that said it was being worked on... but that was years and years ago. Seems odd that you cant.
Thanks!
I found an old thread that said it was being worked on... but that was years and years ago. Seems odd that you cant.
Thanks!
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get the whole history of tickets and the tickets that have the status open?
Hi,
I have two questions. When I make the query (SELECT * FROM ‚Tickets‘) don't get the whole history of tickets but only the last entries of tickets. What am I doing wrong?
And how can I even query the tickets that have the status open?
Thanks,
nunulili
I have two questions. When I make the query (SELECT * FROM ‚Tickets‘) don't get the whole history of tickets but only the last entries of tickets. What am I doing wrong?
And how can I even query the tickets that have the status open?
Thanks,
nunulili
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Total replies by Staff of Open tickets only
Hey guys!
I'm trying to come up with a query that will show total number of replies per staff member/department, I want to have this only for Open tickets that they replied (disregarding the onholds). Tthe problem I'm facing is with mixing the criteria in Audit Logs "reply created" and "Ticket status changed from: Open". Here's the code I have for now:
SELECT COUNT(*) AS 'Total Replies'
FROM 'Ticket Audit Logs', 'Tickets'
WHERE 'Ticket Audit Logs.Creator' = 'Staff' AND 'Tickets.Creator' !=...
Total replies by Staff of Open tickets only
I'm trying to come up with a query that will show total number of replies per staff member/department, I want to have this only for Open tickets that they replied (disregarding the onholds). Tthe problem I'm facing is with mixing the criteria in Audit Logs "reply created" and "Ticket status changed from: Open". Here's the code I have for now:
SELECT COUNT(*) AS 'Total Replies'
FROM 'Ticket Audit Logs', 'Tickets'
WHERE 'Ticket Audit Logs.Creator' = 'Staff' AND 'Tickets.Creator' !=...
Total replies by Staff of Open tickets only
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KQL - 2 tags requirement
Hello everyone, KQL and SQL noob here. ![:)]( "Smile :)")
I'm trying to create a report based on tickets that have 2 specific tags.
I have created the below but it doesn't work.
SELECT 'Tickets.Ticket ID', 'Tickets.Creation Date', 'Tickets.Owner'
FROM 'Tickets', 'Tag Links'
WHERE 'Tag Links.Tag' IN ('wisdom','support')
ORDER BY 'Tickets.Creation Date'
MULTIGROUP BY 'Tag Links.Tag' Totalize by Count(*)
I want the report to contain the tickets that have both tags. If a ticket has only one of the above tags...
KQL - 2 tags requirement
I'm trying to create a report based on tickets that have 2 specific tags.
I have created the below but it doesn't work.
SELECT 'Tickets.Ticket ID', 'Tickets.Creation Date', 'Tickets.Owner'
FROM 'Tickets', 'Tag Links'
WHERE 'Tag Links.Tag' IN ('wisdom','support')
ORDER BY 'Tickets.Creation Date'
MULTIGROUP BY 'Tag Links.Tag' Totalize by Count(*)
I want the report to contain the tickets that have both tags. If a ticket has only one of the above tags...
KQL - 2 tags requirement
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Count of word or phrase in ticket contents
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
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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Count of word or phrase in ticket contents
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
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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