You may want to generate a report that shows the number of users who submitted tickets through the support center. A KQL query can be used to pull this kind of report.
The column name that you can use to generate the value for the ticket submitted through the support center is 'Tickets.Is Emailed'. This column returns a 1 or 0 value which identifies if the ticket was submitted via email or via the portal (support center) respectively. Hence, the zeros (0) is what you'll be after. As for the number of users, the column that you would want to pull is 'Tickets.User' which returns the user IDs. When you download the report, you can simply count the zeros (0) from the 'Is Emailed' column versus the count of users from the 'User' column.
NOTE: You need the following staff control panel access permissions to perform the succeeding steps:
- Access the reports area of the staff control panel permission
- Insert reports permission
To generate the report:
Log in to your Kayako Staff Control Panel, i.e.,
On the Staff Control Panel, go to Reports, and then click New Report.
On the New Report form, type in the desired Title.
On the Primary Source, select Tickets from the drop-down list.
Select a Category of your choice.
- Click Next, and enter the following KQL query.
select COUNT('Tickets.Is Emailed') from 'Tickets' where 'Tickets.Is Emailed' = 0 GROUP BY 'Tickets.Is Emailed', 'Tickets.User'NOTE: The above statement has the minimum components required to generate a report and is a sample syntax only. You may add more fields, filters, and conditions as desired. Visit the Introduction to Kayako Query Language (KQL) article to learn more about building KQL reports.
- Click the Run Report button to generate the report.