Analytics

Hello everyone, I’m trying to calculate Ticket Age (in days) in Zendesk Explore by finding the difference between the Ticket Created Date and the current date. 🎯 Requirement / LogicI want to:Subtract Ticket created date from Today’s date Get the result as number of days (Ticket Age) 🔍 What I triedDATE_DIFF(TODAY(), [Ticket created - Timestamp], "days") ❗ IssueI’m getting the error:“Invalid time unit for the given dates”(Attached screenshot for reference) ✅ AskWhat is the correct formula to calculate Ticket Age in days in Zendesk Explore? Which function and time unit should be used (DATEDIFF, DATE_DIFF, etc.)? Should this be built as a standard calculated attribute or a metric? Any working example or guidance would really help. Thanks in advance! 🙏  

Hello! I am trying to build a report that will show me two things:1. ticket ID2. the text contained in the final note on a ticketI would filter by solved tickets, date range, and inbound call. The place I am struggling is with how to retrieve the actual text of the final note on the ticket. Ideas?

Hi, hope you are doing well!The metrics I check most often in Zendesk are CSAT, first response time, and resolution time. They help me understand how satisfied customers are and how efficiently support requests are being handled.I usually set goals by looking at past performance and making small improvements over time, rather than aiming for unrealistic numbers. Reviewing reports regularly helps me spot trends, like recurring issues or slower response times, so I can improve workflows or update help center content when needed.I don't rely only on numbers. Customer comments are just as important because they explain the reason behind the ratings and often highlight areas that need attention. For me, the best way to measure success is by combining performance metrics with customer feedback to continuously improve the overall customer experience.  ThanksIfra Saqlain  

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 approximate this population for reporting purposes? Is “enriched tickets” the closest proxy, or is there a more accurate method?My goal is

For our team, it's really about balancing the numbers with the overall experience. Metrics are important, but they don't tell the whole story.The metrics we watch most closely are first response time, time to resolution, ticket volume by category, and CSAT. First response time lets our users know we're engaged, while resolution time helps us identify where processes might need improvement. Looking at ticket trends is especially valuable because recurring issues often point to opportunities for better documentation, training, or system improvements.Our targets are based on the priority of the request rather than trying to fit everything into the same SLA. A critical issue affecting multiple users is going to have a much different response expectation than a routine service request.One of the biggest benefits of tracking this data is being able to spot patterns. If we notice an increase in tickets around a particular application or process, we can often address the root cause before it b

Welcome to the third installment of Zendesk Voices, where we highlight the expertise of Zendesk customers and partners. This time, we want to hear how you measure customer experience. What metrics matter most to your team, and what targets guide your work?We’d love to hear about the metrics you track, why they matter, how you set goals, and how you use data to improve the experience.Share your story right here in our community, then visit the Spark reward hub for full details and to make sure you are eligible for rewardsOnce we review and approve your post, you will receive points.

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! :) 

Hello,Is there a way or any existing Metric to calculate the SLA from First Assignment to First Public Reply as attached below? as the current SLA is being calculated from the time the ticket is assigned to the Queue and not to the agent as it might remain New for some time before it is being assigned to an agent which still being counted towards the agent once it is assigned to him.Attached screenshots for your reference.  

Hello Everyone!Is there any way in Zendesk (Explore or native Time Tracking) to report time spent at the individual update/comment level per agent, instead of only ticket-level totals?Specifically, I want to see each update’s duration (not repeated totals) and aggregate it per agent over a given date range.Is this possible natively, or only via API/workarounds?

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.

Looking for a way to build a report that shows from where my customers are creating a ticket from?

Hello everyone, I am trying to create a metrics that gives me all the ticket ID that verify both conditions: Not include either tags "Y" and "Z" (so exclude all tickets that have both Y and Z and tickets that have Y or Z) Includes any of the tags "A" and "B"I have triedIF (NOT INCLUDES_ALL([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFAs well as IF (NOT INCLUDES_ANY([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFIn both of them I still have tickets that have either tag “Y” or tag “Z”. The “NOT INCLUDES_ALL” has a lot more results than the “NOT INCLUDES_ANY”. Any help appreciated since the Zendesk Bot only gives me back the NOT INCLUDES_ANY any solution however I rephrase or adjust my request. Cheers!

Hello Team, According to the following article Sharing Explore dashboards outside Zendesk, dashboards can be shared via external links with users who do not have Zendesk accounts and any configured IP restrictions are enforced, meaning access is limited to the approved IP range.However, the same article also states that “Prebuilt Live Dashboards cannot be shared via external links with users outside of a Zendesk account”. Given that IP restrictions still apply to external links, this limitation appears inconsistent with the overall sharing and security model described.From a business and security perspective, we do not see a clear reason why Prebuilt Live Dashboards should not be eligible for external sharing under the same enforced IP restrictions. We would appreciate it if this limitation could be reconsidered and fixed. 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") Here is how it looks like if I use "minute" instead of "nb_of_minutes": Calculated Start Date: DATE_ADD([Start Date - Date], "minute", NUMBER(SUBSTR([Start Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([Start Time (HH:MM)], 3, 5))) Calculated End Date: DATE_ADD([End Date - Date], "minute", NUMBER(SUBSTR([End Time (HH:MM)], 0, 2)) * 60 + NUMBE

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 scale and fixes two loading/navigation bugs. The app must be clear, responsive, and easy for agents to use while handling tickets. Problem to solve (one sentence)Let agents and supervisors quickly view CSAT trends (custom 1–5 scale) and inspect survey details per ticket, with reliable ticket navigation and no API time errors.Primary users & context

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.  Seria muito valioso se o Zendesk pudesse oferecer uma solução para essa necessidade.Alguém já encontrou uma forma de fazer ess

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 #11465903) and was told that it is a limitation of Drill in as it does not have metric filtering capabilities, and I was advised to create a post here so

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.