Overview

When creating a new ticket, the agent has the option of creating it 'As a user' or 'Send an email.' You may wonder if a report can be generated to show this data.

Yes, a KQL query can be generated to pull tickets created by staff with the 'As a user' or 'Send an email' option. This article provides the steps on how to generate this report using a custom KQL query.

Process

To generate the report:

1. Log in to your Kayako Staff Control Panel, i.e., https://yourdomain.kayako.com/staff.

2. On the Staff Control Panel, go to Reports, and then click New Report.

   

3. On the New Report form, type in the desired Title.

4. On the Primary Source, select Tickets from the drop-down list.

5. Select a Category of your choice. 
   
   

6. Click Next, and enter the following KQL query.
   
   

   SELECT 'Tickets.Ticket ID',
          IF('Tickets.Creator' = 'User', 'As a User', 'Send an email') AS METHOD
   FROM 'Tickets'
   WHERE 'Tickets.Creation Mode' = 'Staff Control Panel'

   
   
   
7. Click the Run Report button.

Confirmation

The generated report should look like the one shown below. You may print, export, or schedule when to run this report as desired.

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