Tracking solved or closed tickets by assigned agent can be difficult when standard reports do not provide the required assignment-based breakdown by reporting period or brand.

To create this breakdown, configure a custom Pivot Table widget that counts tickets with a Solved On or Closed On date within a selected period and groups them by the ticket’s Agent field. You can optionally add Brand as a secondary grouping to compare ticket volumes across brands.

Use Cases

Use this widget to:

• Count tickets solved or closed during a selected period and group them by the Agent field.
• Compare assigned-agent ticket counts across brands.
• Review weekly or monthly solved-ticket or closed-ticket trends by assigned agent.
• Add assignment-based solved or closed ticket data to a Custom Dashboard.
• Apply ticket-level filters that are not available in the built-in performance dashboard.

Use the Agent or Group Performance Dashboard instead when you need to identify the agent or group that performed the solve or close action.

Prerequisites

Before creating the widget:

• Create a Custom Dashboard or open an existing one.
• Ensure that you have editor access to the dashboard.
• Decide whether the widget should include tickets based on Solved On or Closed On.
• Decide whether the results should also be grouped by Brand.
• Determine whether assignment-based grouping meets your reporting requirement.

For instructions on creating a dashboard, learn more on How to Create and Manage Custom Dashboards in BoldDesk.

Create the Solved or Closed Tickets Widget

Step 1. Add a Widget

1. Go to Reports.

2. Open the required Custom Dashboard.

3. Select Add Widget.

   • On a new dashboard, you can select Add Widget from either the upper-right corner or the centre of the page.

4. In the Add Widget window, ensure that the module is set to Ticket.

5. Select Create New.

   

Step 2. Configure the Basic Widget Settings

On the Widget Settings tab, configure the following:

• Title: Enter a title based on the selected date field:
  • Solved Tickets by Assigned Agent
  • Closed Tickets by Assigned Agent
• Description: Optionally describe the reporting period or purpose of the widget.
• Module: Select Ticket.
• Widget Type: Select Pivot Table.

Selecting Pivot Table displays the additional fields required to group and count ticket records.

Step 3. Configure the Ticket Count

Configure the Pivot Table fields as follows:

• Rows: Select Agent.
• Values: Select a ticket field that contains one value for each ticket, such as Ticket ID, when available.
• Aggregation: Select Count.
• Data Format: Select Value.

This configuration displays each assigned agent as a row and counts the matching ticket records for that agent.

Step 4. Configure the Resolution Date

At least one Date Filter condition is required. Select the date field based on the tickets that the widget should include.

Report Tickets by Solved On Date

To include tickets according to when they were solved, configure the Date Filter as follows:

• Date Field: Select Solved On.
• Condition: Select Relative date.
• Period: Select the required period, such as Last 30 days.

This configuration includes tickets whose Solved On date falls within the selected period.

Report Tickets by Closed On Date

To include tickets according to when they were closed, configure the Date Filter as follows:

• Date Field: Select Closed On.
• Condition: Select Relative date.
• Period: Select the required period.

This configuration includes tickets whose Closed On date falls within the selected period.

You can also select another available relative period or configure a custom date range.

Step 5. Add an Optional Brand Breakdown

To compare the ticket counts across brands, configure the Pivot Table as follows:

• Rows: Select Agent.
• Columns: Select Brand.
• Values: Select the applicable ticket-count field.
• Aggregation: Select Count.
• Data Format: Select Value.

This configuration displays assigned agents as rows and brands as columns.

If a brand-level comparison is not required, leave Columns empty.

Step 6. Apply Optional Filters

Open the Filter tab to limit the widget to a particular group of tickets.

Depending on the Ticket fields available in the widget builder, you can filter tickets by:

• Brand
• Group
• Category
• Priority
• Source
• Status
• Ticket type

The number displayed next to Filter indicates how many widget-level conditions have been added.

Step 7. Preview and Add the Widget

1. Review the preview displayed on the left side of the Add Widget window.
2. Confirm that the assigned-agent names and ticket counts appear as expected.
3. Select Add.

The widget is added to the Custom Dashboard.

Example Configurations

Count Solved Tickets by Assigned Agent

To count tickets solved during the last 30 days and group them by assigned agent, use the following configuration:

To compare the results across brands, add the following configuration:

Count Closed Tickets by Assigned Agent

To count tickets closed during a selected period, use the same configuration and change the following settings:

Understand the Widget Results

The widget includes tickets whose Solved On or Closed On date falls within the selected period and groups those tickets by the Agent field.

The Agent field represents the ticket-assignment information available in the Ticket module. If a ticket is reassigned during its lifecycle, the agent shown in the widget may differ from the agent who moved the ticket to Solved or Closed.

Therefore, interpret the results as:

Tickets solved or closed during the selected period, grouped by the Agent field.

Choose Between the Custom Widget and Agent Performance Dashboard

Use the custom Pivot Table when you need:

• Tickets selected according to their Solved On or Closed On date.
• Results grouped by the ticket’s Agent field.
• A comparison of assigned-agent ticket counts across brands.
• Additional Ticket-module filters.
• Assignment-based solved or closed ticket data in a Custom Dashboard.

Use the built-in Agent or Group Performance Dashboard when you need action-based agent or group metrics.

In the built-in dashboard:

• Tickets Resolved shows tickets moved to Solved or Closed by the selected agent or group during the selected period.
• Tickets Closed shows tickets closed by the selected agent or group during the selected period.

For more information, learn more on Overview of the Agent or Group Performance Dashboard.

Troubleshoot Unexpected Widget Results

No Data Appears in the Widget

If the widget does not display any data, verify that:

• The selected reporting period contains tickets with a Solved On or Closed On date.
• The correct date field is selected.
• The Date Filter uses the required relative period or custom date range.
• The widget-level filters do not exclude all matching tickets.
• The user viewing the dashboard has access to the applicable ticket data.
• The selected value field contains one value for each ticket.
• The Aggregation is set to Count.

An Agent Does Not Appear in the Widget

An agent may not appear when:

• No matching tickets are assigned to the agent.
• The agent’s assigned tickets do not have a Solved On or Closed On date in the selected period.
• The tickets were reassigned to another agent.
• The configured widget filters exclude the agent’s tickets.
• The user viewing the dashboard cannot access the applicable tickets.

The Counts Differ from the Performance Dashboard

The counts may differ because the reports use different attribution methods:

• The custom widget groups tickets by the Agent assignment field.
• The Agent or Group Performance Dashboard uses action-based attribution for solved and closed tickets.

Select the report that matches the intended measurement.

The Brand Columns Do Not Appear

If the Pivot Table does not display a brand breakdown, verify that:

• Brand is selected under Columns.
• Matching tickets belong to brands that the dashboard viewer can access.
• The selected date period contains matching tickets for those brands.
• Widget filters do not exclude the applicable brands.

Frequently Asked Questions

1. Should the Widget Use Solved On or Closed On?
   Use Solved On to include tickets whose Solved On date falls within the selected reporting period.
   Use Closed On to include tickets whose Closed On date falls within the selected reporting period.
   Create separate widgets when solved and closed ticket counts must be reported independently.

2. Does the Widget Identify the Agent Who Resolved Each Ticket?
   Not necessarily. The widget groups tickets by the ticket’s Agent assignment field.
   The assigned agent may not be the agent who performed the solve or close action.
   Use the Agent or Group Performance Dashboard when action-based attribution is required.

3. How Do I Compare Solved or Closed Ticket Counts Across Brands?
   Configure the Pivot Table as follows:

   • Rows: Agent
   • Columns: Brand
   • Values: Applicable ticket-count field
   • Aggregation: Count
   • Data Format: Value
     The resulting Pivot Table displays assigned agents as rows and brands as columns.

4. Can the Widget Be Filtered to Specific Ticket Subsets?
   Yes. Use the Filter tab to add supported Ticket-module conditions, such as:

   • Brand
   • Group
   • Category
   • Priority
   • Source
   • Status
   • Ticket type
     The available filter conditions depend on the fields provided by the widget builder.

5. Why Do the Agent Counts Differ from the Agent or Group Performance Dashboard?
   The custom widget groups tickets by the ticket’s Agent field, which is assignment-based.
   The Agent or Group Performance Dashboard uses action-based metrics to attribute solve and close actions to the selected agent or group.
   Because the attribution methods differ, the reports may display different counts.

6. Do I Have to Use a Pivot Table Widget?
   Use a Pivot Table when you need:

   • An Agent-by-Brand comparison.
   • A two-dimensional breakdown.
   • Exact ticket counts displayed in a table.
     If a two-dimensional comparison is not required, another supported widget type may provide a simpler presentation.

7. What Date Filter Is Required?
   At least one Date Filter is required.
   Select Solved On or Closed On, and then choose an available relative period or custom date range.

8. Can One Widget Combine Solved On and Closed On Results?
   Use one date field as the reporting basis for each widget.
   Create separate widgets when you need to compare tickets by Solved On and Closed On, because these fields represent different ticket lifecycle events.

Related Articles

1. How to Create and Manage Custom Dashboards in BoldDesk
2. Custom Widgets: Create, Edit, and Manage Dashboards in BoldDesk
3. Widget Types in BoldDesk Custom Dashboards
4. Overview of the Agent or Group Performance Dashboard