Hi
Where a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria.
Eg:
| Ticket No. | Resolution Due By | Category 1 | Category 2 | Value (£) |
|---|---|---|---|---|
| 1 | yyyy-mm-dd hh:mm:ss | Invoiced | Received | £1.00 |
| 2 | yyyy-mm-dd hh:mm:ss | Returned | Paid | £2.00 |
| 3 | yyyy-mm-dd hh:mm:ss | Returned | Unpaid | £3.00 |
| 4 | yyyy-mm-dd hh:mm:ss | Invoiced | Received | £4.00 |
Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4.
Metric Criteria:
- Tickets - Total
Filter Criteria:
- Time Period - SINCE - 2020-12-01 12:00:00 AM
- Category 1 - INCLUDES - “Invoiced”
- Category 2 - INCLUDES - “Received” “Paid”
Analytics would then return a total value of : £7
[The total of rows 1, 2, and 4]
Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ?
Where a CRM system helps manage the lifecycle of a commercial business, it’s likely that monetary values will be attributable to tickets, and measuring these values over time is essential to quantify returns possible losses / write-offs / gestures of good will etc, without having manually cross-reference ticket data against data held externally FreshDesk.
Thanks.
