Analytics

So I am looking at reopened tickets and resolution times. If resolution times are 'the duration in minutes from when the ticket was created to its latest resolution.' Then does it exclude any time it was solved? How do resolution times work with reopened tickets please? or am I overthinking this when it's simply the time between created and closed. Regardless if it's been reopened?

I would like to measure (average, medium) the time until the ticket becomes Pending because it can be actual first response to customer. Struggle to create calculate metrics. Advise is appreciated

Hi,We have been using Zendesk for our CSAT reporting for a number of years now, but upon revisiting the report, it seems like the data is not transparent.We currently use these two metrics in Explore:COUNT(Tickets with satisfaction survey)COUNT(Tickets with satisfaction rating)By all accounts, these numbers seem to always correlate to each other, meaning the CSAT response is always 100%, which is extremely unlikely.Is this due to a wrong metric counter, or some incorrect setting on our CSAT behavior?Thanks in advance.Patrick - Emply Support

Hello everyone,  Regarding the dataset "Agent state", when filtering for "Yesterday" in the time filter, none of our agents have a total time of 24hours as we would expect.   The query has the following filters: - Date: "Yesterday"  - Channel : "Unified"    Why is the total hours spent on a daily base from agents not equal to 24hours?

Hello, I'm new to Zendesk and KCA and have a question regarding the "Agent Engagement" metric. This article states that it is:  Agent engagement: The percentage of tickets with Knowledge or Knowledge Capture app activity from the total number of tickets. Cannot be filtered by agent name. My question is about the the total number of tickets - is it tickets opened during the timeframe? Or is it tickets closed? What is the status of the ticket? 

Need to calculate for how long ticket is sitting in pending status, but if ticket has been put on pending multiple times, then I want the time only for current pending status. Which metrics & dataset to use to calculate this in explore reports? or any other formula to use?

Can we schedule Zendesk dashboard for different bookmarks? So data exported in excel or pdf will have filtered data. Currently when I am scheduling dashboard it gives all data, I have added 2-3 bookmarks on the dashboard and want to schedule dashboard for each bookmark. Please let me know how this can be done.

Our team is calculating the total working time for the tickets using the "total time spent(sec)" metricIn the case of tickets that came into another team and were transferred to our team, the time worked on the other team is also calculated as our team's time. If the ticket is transferred from another team,Except for the time worked by other teams, we want to know if we can get the working time after being transferred to our team and we need a calculation formula to see.

Hi Team,  Can you please help with the process of downloading large reports as I have a large load of tickets on days, or if any filter be applied for hours so that I can download the reports based on hours?  Your support will be appreciated.  Thanks 

Here is our structure: We have one single Home category with 3 additional Section levels: Home > Section > Section 2 > Section 3 > Article   I would like to create a report to show this article hierachy next to each article title. Is this possible?

Hi everyone, just wondering if is there any way we could measure (count) the number of interaction within a single whatsapp message between a Client and an Agent. As far as I've seen the whatsapp messagge are taken into single ticket data as unique transcritpion thus it's pretty impossible to count each single let me say question (from Customer) and answer (from Agent) but maybe I'm missing something. Thanks in advance for your helps and tips

What is the distinction between Support and Unified in the channel options for Omnichannel: Agent State Dataset?

I need a report to show a D_count(Solved tickets), but exclude any ticket IDs that include at least one of multiple ticket tags. For example:I want to exclude the Ticket ID if one or more of the tags includes "closed_by_merge" or "spam" or "voice_abandoned_in_queue". Ticket ID 1 has tags: "closed_by_merge", "provider", and "other_service"Ticket ID 2 has tags: "voice_abandoned_in_queue", "oos", and "csat_off"Ticket ID 3 has tags: "problem" and "tv" Results should only show 1 Ticket (ticket ID #3)I found a starting point from Don Moser, but I'm looking for a way to add an OR statement. I tried to use ||, but got an error on the format check. Does anyone know how I can include multiple tag options in the below formula? IF (NOT INCLUDES_ANY([Ticket tags], "tag1")) THEN [Ticket ID] ENDIF Source: https://support.zendesk.com/hc/en-us/articles/5798713981978-How-do-I-exclude-tickets-with-a-specific-tag-from-reports

I am trying to create a standard calculated metric that feels like it should be relatively simple - Count of tickets with a specific checkbox value of 'true' and I cannot get this formula syntax.  Error message: 'Can't use [Training_Complete] as boolean and 'true' as text. Must be the same.  ZenDesk support center covers tags, text and other categories in calculated metrics, but boolean is not a phrase easily searched.  I'm simply trying to create a metric in which if the value of a checkbox on a ticket is checked (true) then to display the count of those tickets. Please someone help me

Hello We use Zendesk data to build timelines of agent activity in our tool. We are using timestamps from when the status of a ticket changes or when a comment is added to a ticket to work out how much time agents spend. We're having issues identifying a way to track active time spent on a ticket pending or closed ticket when a new response is added by the customer. Because these tickets are usually still assigned to agents, we're missing that start event to track back from the send event. We've experimented with the time tracking app but the metadata was not pulled through the API we use. Does anyone have any recommendations?

Is there a way to color code attribute values in a table? One of our stakeholder wants us to color code the ticket status based on the brand colors provided.Do we have this feature or can we please consider this in future? 

As part of our ticket deflection metrics we'd like to ID inquiries resolved via Chat. Existing default dashboards in Explore and Chat Admin allow us to see completed chats, however a completed chat isn't necessarily a resolved chat. The chat may have ended with a ticket created that requires further investigation. We were thinking of leveraging tags, to tag chats as "chat resolved" but wondering if there is a default method that exists to ID chat resolutions, or are there any suggestions/best practices to accomplish this? 

I want to calculate each group resolution time so one way to think about it is:1-to use the group filter but this way it will give the AVG FRT with respect only to last group assignment so it will not be accurate for each group at all it 2- I thought we can use Native time metrics such as requester wait time , agent wait time then combine them and use group attribute but again I faced the same problem in 1 3-Third try is to combine each AVG resolution time for each agent then I have AVG FRT for each group and it seems to be accurate but I faced another challenge that I have agents on more than 1 group so they might be dealing with the ticket as cx agent and another time as operations agent so is there is a way or workaround to calculate each group/department AVG full resolution time accurately    

Hi, I enabled ticket custom statuses and I created a new status Processing. I used dynamic content to translate the custom name in my local language and in English. The fields valies are correctly displayed in Zendesk Support depending on the user language settings. Now I want to create an Explore report on this new status using the field Ticket custom status name. I set my language to English, however the fields values are displayed in my local language in Explore. Ticket status category is properly displayed in English. What am I doing wrong ? How can I display the English names for Custom status. Thanks

Hello, I am wondering, How I can create a Daily Dashboard report of my daily tickets (created, and Solved) and include the SLA and other metrics in the same report. I don't want to use the system default support report, because I can not keep the date range always for "yesterday" as a range. when back to is i found another date.

Hello guys,  I am trying to get a report for each ticket and the time that the ticket was assigned/kept open in the agent's queue.  Is there a specific metric as the "Total Time Spent" keeps changing? (screenshots attached for the sum of total time spent) Note: Ticket lifecycle might be assigned to different agents but each agent will be doing an update (public/internal comment or changing assigned agent/group)

We see the agent changes in "Support-Update history" dataset, but I need to get a clear report on which agent has taken the ticket to the "solved" status at first. I need guidance on this.

Hi All We started using Custom Objects a couple weeks ago on one of our ticket forms. With this Form, an IT Item is selected on every ticket using a Lookup Relationship field. I created a View and confirmed that an IT Item has been selected on every ticket. IT Item is the custom object. I created a report in Explore to see how often each IT Item has been used, and it appears it's not showing the selected object for most tickets. It's only bringing over the selection for that field in a small handful of tickets. What am I doing wrong here?     As you can see, the big bar at the top shows nothing selected in the lookup field, but I confirmed every one of these tickets has an object record selected.    Any help here would be very much appreciated 

I've tried a number of options but can someone please advise how to add a data filter on a dashboard in explore so that it only shows true Agents and not all the End users? The report itself has a filter to only include 5 agents and only "Agent" roles:   The data is filtered correctly, but on the dashboard, when I add a Data filter it's showing every single user in the system, when I only want the 5 agents I've selected in the report filter...     Thanks, James

Hello, Is there a way to show where tickets came from in Explore? Basically I want to go deeper than channel and see how many tickets are created via help center. I see this value is stored in the ticket inside the "via" property and even displayed in the support ticket as "Via Help Center" under the subject. I have tried to search for the attribute, but I can't find it. Thank you!