Need Assistance with Writing 2 Reports
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...
View ArticleDashboard for realtime stats and reports
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...
View Articlecount() issue
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...
View ArticleReporting on Phone Tickets
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...
View Articlegetting errors on KQL report
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...
View ArticleHelp with Ticket post content report
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'...
View ArticleCalculate Ticket Age in Each Department
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...
View ArticlePossible to create a report detailing number of days a ticket is in X status?
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...
View ArticleReports for last month - how to do
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...
View ArticleCalculate Ticket time in Each Department
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...
View ArticleCustomfield Issue
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...
View ArticleDiffering results
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...
View ArticleKQL example for tickets by type in last 24 hours?
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
View ArticleHow to obtain numbers of Surveys sent
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...
View ArticleCreate Report for Previous Month with first response time, average response...
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...
View ArticleFirst "Touch" Reporting
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...
View ArticleHow 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...
View ArticleCreate 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...
View ArticleTicket 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...
View ArticleKSQL 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...
View ArticleNotes 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...
View Articleget 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...
View ArticleTotal 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)....
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KQL - 2 tags requirement
Hello everyone, KQL and SQL noob here. 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',...
View ArticleReport of tickets including the body split per reply
Hi, How would I write a report that returns the ticket number and all the ticket history (replies) split per reply. So example would be, I want the report to show the ticket number and the body,...
View ArticleSingle instance of reported contents.
While my below is now running and generating instances of the selected contents keyword it's generating multiple entries of the same ticket in the report, every time it finds the keyword in the same...
View ArticleReport with User Organization notes
Is it possible to create a report to identify all user organizations that have a note tha contain "xxxxx"? Thank you in advance!
View ArticleDaily Report on staff for both - Total Tickets Closed and Total Ticket...
Hello, Hoping someone can help me with a dual report that shows two fields ; Total Tickets resolved by staff Total Replies made by staff I have these working in two individual reports, but would be...
View ArticleGraph - Creation Date Week vs Closure Date Week
This is a report I use for Tickets Created over the past 3 months Code: SELECT COUNT(*) AS 'TOTALCREATED' FROM 'Tickets' Where 'Tickets.Creation Date' > DATE_SUB(ThisWeek(),INTERVAL 12 Week) Order...
View ArticleWrong week in reports.
We have some reports where we present weeknumbers. When we run them we get week 13 (It's week 14 in sweden now). The datesetting in Kayako is sweden and date and time on tickets are correct. Can anyone...
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