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Ticket Reporting (CX)

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About Ticket Reporting

In a ticket reporting page, you can create visualizations based on any tickets that you have created, just like you can for survey data. If you aren’t familiar with ticketing, check out our Tickets Task support page to learn the basics of setting up your close-the-loop ticketing system.

Qtip: Sub-tickets can also be reported in ticket reporting. However, the relationships between tickets (i.e. that ticket T-80 is a sub-ticket of ticket T-75) cannot be reported.

Mapping Ticket Data

Before you can report on your tickets, you need to connect your ticket data to your dashboard. See Ticket Reporting Datasets for a guide to creating ticket datasets, mapping ticket data, setting data restrictions, and more.

Attention: Please note that only tickets that were created or updated following the creation of your ticket fieldset will be pulled into your dashboard.

Creating Ticket Reporting Pages

You can’t report on your tickets on a regular dashboard page – you need to make a special page just for ticket reporting.

Click the add a new page button ( + ) select Ticket Reporting Page.

New page menu expanded, ticket option last

Adding and Editing Widgets on a Ticketing Page

Reporting on tickets in CX Dashboards works just like reporting on survey data. Widgets are added and edited the same as they are in CX Dashboards. However, fields available in widgets will be based on ticketing fields rather than survey data.

  1. Select Edit Page to enable editing for your Dashboard and select Add Widget.
    Available widget types
  2. Choose the desired widget type and edit as usual.
  3. Instead of seeing fields from your survey, you will see fields from your ticket data. Additionally, you will see metadata fields that are recorded for tickets automatically. Those metadata fields are listed below.
    Opening field list under x dimension of a simple chart
Qtip: If you save survey questions in your ticket data, you can also use them in Ticket Reporting Pages. However, you must add these fields to the ticket data prior to generating a ticket.

Available Metadata Fields

Below is a list of all ticket metadata fields with a short description and their default field type. See more on ticket data field types.

Qtip: If the values of your ticketing fields don’t look correct, you can recode them. See the Mapping Ticket Fields for more on recoding.
  • Key: The unique identifier automatically assigned to the ticket (e.g. T-52). It is mapped in as a Text Value.
  • Name: The name of the action from which the ticket was triggered. The name is set in the Actions tab of a specific survey. It is mapped in as a Text Value.
  • Priority: The three possible values for priority are: low, medium, and high. The default value for a ticket is set in the Actions tab and can be modified by the ticket owner. It is mapped in as a Text Set.
  • Status: The default values for status are: open, in progress, and closed. However, a Brand Administrator can set up custom ticket statuses on their Follow-up page. It is mapped in as a Text Set.
    Qtip: With some additional setup, it’s possible to report on the time spent between ticket statuses. To learn more, read the Time Between Ticket Statuses page.
  • Owner Name: The owner name is the first and last name on the account of the ticket owner. It is mapped in as a Text Value.
  • Role Name: If you assign a ticket to a role from the Actions tab, this field will show the name of that role. Otherwise, it will read “NULL.” It is mapped in as a Text Value.
  • Created At: The date that the ticket is created. It is mapped in as a Date Field.
  • Updated At: The most recent time any edit was made to the ticket. This is mapped in as a Date Field.
  • First Updated At: The time the ticket was first edited in any manner. This is mapped in as a Date Field.
  • Closed At: The time that the ticket’s status was changed to “Closed.” This is mapped in as a Date Field.
  • Ticket Source ID: The Survey ID of the survey in which the action that the ticket was created from is housed. This is mapped in as a Text Value.
  • Ticket Source Type: The way in which the ticket was created. At this time, the only source available is “Survey.” This is saved as a Text Value.
  • Root Cause: Root causes can be set in an action and then selected by a ticket owner. This is mapped as a Text Value.
  • 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.
  • Link: A URL to a specific ticket. This is mapped as a Text Value.
  • Ticket Data: Any ticket data fields you’ve created can also be mapped into the ticket reporting dataset. 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.
    Qtip: For date fields to pull into ticket reporting pages, they need to be mapped in ISO format (YYYY-MM-DD).
  • Ticket Notes: Any ticket notes fields that you’ve added on your ticket action in the Follow-Up Details section can be mapped into the ticket reporting dataset. They will be pulled in as a Text Set or Text Value field depending on the question type the note is built on.

Example Widgets

Below are a few example widgets to help understand how the feature can be used:

  1. A simple bar chart widget that shows the priorities of tickets that are closed, in progress, and open. (Simple chart widget with Metric: Count, X-Axis Dimension: Status, Data Series: Priority, Display Options: Show Data Values, Stack Chart.)
    bar chart, stacked values
  2. A simple line chart widget of Average Resolution Time grouped by month.
    Simple Chart-Line of Average Ticket Resolution Time
  3. A record grid with columns that include Priority, Resolution Time, and First Updated At fields, as well as ticket data.
    Record Grid of Ticket Overview

Ticket Data Restrictions

By default, all users and roles have access to all ticket reporting data. However, you can create ticket data restrictions to limit access to this data. See Ticket Data Restrictions for more details.

Qtip: This works similarly to other data restrictions.
Attention: All users in the brand are able to export ticket reporting data. Changing export permissions for the dashboard will only affect exports of dashboard data and will not affect the ability to export ticketing data.

There are times when editing or using your dashboard that you may need to quickly navigate between the dashboard and your tickets.

When you are inside a CX Dashboard, you can navigate to your tickets page by clicking the View Tickets button on the upper-right or upper-left, above your dashboard pages.

ticketing button upper-right of dashboard

Or you can select Tickets from the navigation menu shown on every page of the site.

Tickets in navigation menu you can find on every page of the website

When inside your ticket page, you can return to a CX Dashboard by clicking the View Dashboard dropdown on the upper-right and choosing the dashboard by name.

Dashboard dropdown top of ticketing page