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Qtip: For date fields to pull into ticket reporting pages, they need to be mapped in ISO format (YYYY-MM-DD). They will be pulled in as a Text Set or Text Value field depending on the question type or Embedded Data they are mapped from. Ticket Data: Any ticket data fields you’ve created can also be mapped into the ticket reporting dataset.Resolution Time: The time (in minutes) between when the ticket was created and when its status was changed to “Closed.” This is mapped as a Text Value, but can also be mapped as a Numeric Value.Root Cause: Root causes can be set in a workflow and then selected by a ticket owner.At this time, the only source available is “Survey.” This is saved as a Text Value.
Ticket Source Type: The way in which the ticket was created.Ticket Source ID: The Survey ID of the survey in which the workflow that the ticket was created from is housed.Closed At: The time that the ticket’s status was changed to “Closed.” This is mapped in as a Date Field.First Updated At: The time the ticket was first edited in any manner.Updated At: The most recent time any edit was made to the ticket.Created At: The date that the ticket is created.Otherwise, it will read “NULL.” It is mapped in as a Text Value. Role Name: If you assign a ticket to a role from the Workflows tab, this field will show the name of that role.Owner Name: The owner name is the first and last name on the account of the ticket owner.To learn more, read the Time Between Ticket Statuses page. Qtip: With some additional setup, it’s possible to report on the time spent between ticket statuses. Additionally, you will see metadata fields that are recorded for tickets automatically.
Instead of seeing fields from your survey, you will see fields from your ticket data.Choose the desired widget type and edit as usual.Select Edit Page to enable editing for your Dashboard and select Add Widget.
However, fields available in widgets will be based on ticketing fields rather than survey data. Widgets are added and edited the same as they are in CX Dashboards. Reporting on tickets in CX Dashboards works just like reporting on survey data. You can’t report on your tickets on a regular dashboard page – you need to make a special page just for ticket reporting.Ĭlick the add a new page button ( + ) select Ticket Reporting Page.Īdding and Editing Widgets on a Ticketing Page