Analytics

Hi Zendesk team,I’m currently building reporting around our use of Agent Copilot (Auto Assist), and I’m trying to better understand how to accurately define and extract “eligible tickets” for AI suggestions.Specifically, I’m looking to identify:The set of tickets where Copilot could have generated a suggestion, regardless of whether a suggestion was actually surfaced or accepted.I’ve reviewed the available dashboards and metrics, including:“Enriched tickets” in Intelligent Triage Auto Assist usage metrics (auto assist vs non-auto assist tickets)However, I’m not sure if either of these directly represents the population of tickets where AI suggestions were eligible to appear.My questions are:Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions? If not, what is the recommended way to app

Hi everyone — I’m trying to analyze customer questions across a subset of tickets (for example, tickets related to a specific product). Ideally I’d like to export the ticket content and conversations into a CSV so I can review patterns in customer questions.Right now I can view tickets individually, but I can’t find a way to export the ticket body / conversation content for a filtered group of tickets.Is there a recommended way to:• export ticket conversations (not just metrics)• filter by keyword, tag, or product first• then download the data for analysis?We receive about 1,000 tickets per month, so reviewing tickets one by one isn’t scalable.Any guidance on the best workflow would be appreciated.

Hi,I'm trying to build a query which counts the total # of times a specific agent has reassigned a ticket to a user-group (during the previous week).I'm using COUNT(Assignee reassignments) as the metric, and I'm applying a filter for Assignee name, but the result is always zero. Presumably I'm doing something wrong.How can I achieve this? Essentially I would like to count how many times each of our less experienced team-members in Level 1 Support escalates a ticket to a group called Senior Team (which is our Level 2 Support) for the previous week. The Level 2 folks will then assign a ticket to themselves independently. Thank you! :) 

I have 4 custom ticket fields:Start Date - Date field.End Date - Date field.Start Time - Regex field with HH:MM format.End Time - Regex field with HH:MM format. I'm trying to calculate the time between the Start Date + Start Time and End Date + End Time. This is the formula I got so far. It works but the results are incorrect and I can't figure out why. DATE_DIFF(DATE_ADD([Start Date - Timestamp], "minute", NUMBER(SUBSTR([Start Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([Start Time (HH:MM)], 3, 5))), DATE_ADD([End Date - Timestamp], "minute", NUMBER(SUBSTR([End Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([End Time (HH:MM)], 3, 5))), "nb_of_minutes")

Hi there!We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a scale. Is there a way to see the number picked in the scale or will we only see good and bad anyway in explore? I'd like to see how many 3s for example. Thanks!

I am trying to figure out how to do an hourly chart showing a percentage of two running totals.The running totals are "incoming calls" and “Call wait time (sec)) <= 59”.  This gives us our SLA percentage. We want to be able to see the OVERALL SLA hourly in the chart, NOT the SLA for the hour segment. I have played with Result Path Calculations based on running total with no success.Paying for a custom formula is not going to happen as this type of formula should be able to be created within the report tools. I would appreciate any help or advice possible.

Currently messaging is lacking a lot of important metrics that were previously available to us before when using chat. This makes it a lot harder to track agent activity. As an example, while multiple agents can answer the same ticket, we can only track it to one person because only assignee is availble as a metric. Trying to use the updates dataset is also not helpfull because it seems the replies from agents are not saved to their names but under the system. We would like to be able to track individual replies by agents as well as things like response times, when the messages were sent and how many per ticket.

An app which gives admins a view of the submitted custom CSAT rating (e.g. 1-2, 1-3, 1-5) submitted for each ticket.  It includes trending over a period a table of all the tickets with a CSAT rating.  The article gives the prompt used to generate one version of this app.Problem StatementCurrently Zendesk Analytics (aka Explore) doesn't provide admins and agents the ability to view the submitted CSAT scaling rating at the ticket level. Only Good or Bad satisfaction ratings are provided. This app solves for this current gap in Zendesk Analytics. ScreenshotsPromptBuild a Zendesk Agent App that reports on our custom CSAT sc

Looking to get some assistance/pointers on how others are reporting on who actually created a ticket.  I have tried using this article however the submitter fields are not reporting on who generated the ticket.  For example there were three cases it said I created but I only re assigned the cases instead of generating them.  I can get partially there with the channel field but it doesn't give me the specificity I am looking for.  Thanks!

Oi, pessoal! Tudo bem?Estamos enfrentando um desafio na nossa operação e gostaríamos da ajuda de vocês.Precisamos acompanhar, de forma histórica, quantos agentes estavam online em cada hora do dia. Hoje usamos a visão em tempo real do Zendesk, que é ótima, mas queremos conseguir analisar esses dados olhando para o passado. O problema é que, quando um agente fica online, por exemplo, das 8h às 10h, ele só é contabilizado na hora em que mudou o estado para online (às 8h). Isso faz com que ele não apareça nas horas seguintes (9h e 10h), mesmo estando online. Com isso, não conseguimos ter uma visão precisa de quantos agentes estavam online em cada hora. Percebemos que os conjuntos de dados Agent State  têm limitações para esse tipo de análise, já que registram apenas as transições de estado e não o tempo total em cada estado por hora.&nbs

Hey guys, I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than one metric. The metrics for the affected report are Tickets Solved and Public comments and the results are displayed by agent. In the Drill in table for each agent, the tickets are shown with a number in the relevant column. The numbers shown are correct. However, there are also other tickets displayed which have a zero in both columns, and have neither public replies, nor solved tickets. Most of these tickets actually have status changes by the relevant agent and I think they should be filtered out from the Drill in table, just as they are not shown in the report. I enabled drill in for a different report with just one metric and the issue was not present.   I have already contacted support with this (request #1

Currently, Explore provides great visibility into support metrics such as ticket volume, agent productivity, and SLAs. However, there’s a gap when it comes to understanding agent working hours and availability data directly within Explore.Our goal is to have employee information (e.g., working hours, shifts, and availability) accessible in Explore. This would allow us to: Generate reports on how many hours each agent works. Compare agent working hours with productivity metrics like handled tickets, replies, and resolution times. Gain a complete view of workforce efficiency without relying on external tools or manual data merges. Having a WFM dataset integrated into Explore would greatly enhance reporting accuracy and operational insights for support teams.

I need a report that can give me a “live”-view of SLA breaches the moment they happen. We use Talk, E-Mail and Chat. I attached a photo of what the report is supposed to look like. I have multiple issues with how it is currently set up: breaches are not shown immediately, but sometimes in hindsight, maybe once a ticket is closed? The % total fullfillment rate makes no sense - from my understanding it should be the average of the % fullfillment rates I can see for Chat, Talk and Mail.  I hope somone here might be able to help me set this up correctly, so we can see breaches when they happen and intervene asap.

Hi, I have created two calculated attributes in the "Support: Update history" dataset. The results are coming out just fine, the only issue is that the output is coming up in separate rows. I really want to create a report where every ticket accounts to only one row and all the default attributes plus the calculated attributes are shown in just one row. Expected output: Actual output:  

I see how tags can be used in reporting but its not quite what I'm looking for.. I have a set listing of tickets I'm looking at, but I want to know if they have a specific tag or not. My problem is if I include the tags column, it pulls all tags. My dilemma - I created a macro which adds this tag when we use the macro. However, I didn't give everyone access to this macro, and I don't want it being misused/reported improperly because people make mistakes.  I simply need a “does this tag exist on this ticket” option yes or no. 

Hello and good morning from a windy Sweden! We are in our first two months of using Zendesk for our Support team and are still very early in adopting it.  For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average.  Can anyone help guide me in the right direction?  All the best-Mattias

Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore? I found how many times the ticket changes its state but was not able to find anything related to solve the above issue Thanks!  

Current BehaviorWhen an agent views a list of tickets in Zendesk Workspace using a View, they can select:Actions → Export as CSVZendesk then emails a download link. Clicking the link downloads a ZIP file that contains the CSV. Questions Is there a setting to disable the ZIP encapsulation and download the CSV file natively? If not, is there a more direct way to access a CSV export of the tickets in the View from within Support (not going to Explore etc.)?  

Is there a way to export a list of reports from Explore? Our reports have gotten away from us and we are trying to clean them up and create a dictionary type list of reports and their use. 

We would like to found out and display what percentage of our total tickets in a 90 day period are tagged with certain issue tags. Is there a recipe to show this?

In the Knowledge Base, I have mutliple tags and labels that I would like to narrow down my reports. How can I access these?  These tags/labels are different from what we have in Support Cases, I'm not interested in tickets, only articles. 

I want to be able to gather data on tickets by tag(groups)

Hi, Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs. So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach. However, this is only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid.  I've searched the community and was surprised to see this doesn't appear to have come up before.   Many thanks!

Hi everyone,I’m trying to make my reports in Zendesk more accurate, but I keep running into issues with number formatting. For example, when I’m dealing with percentages or decimal values, I want them to show the right number of significant figures instead of rounding too much or too little.Has anyone found a good way (native or workaround) to control this in Explore dashboards or exports? I’d love to know if there’s a setting I’m missing, or if people just handle this outside of Zendesk with calculators/tools.Thanks in advance for any suggestions!

Hello, I created a search report and I'm seeing “Unknown search type” as the Search click type, in addition to “Article” and I'm not sure what it means. I search here for it and nothing is coming, so I'm asking the community. Does anyone know what “Unknown search type” means?  Additionally, why when this field shows Article is the searches 0? Does that mean that it was a successful search because clicked to view an article?