Analytics

This Explore Recipe allows us to report created and solved tickets (https://support.zendesk.com/hc/en-us/articles/4408825110682) however we need to report ticket closed in a given period. How can we report number of ticket with status set to closed in a given period (last week, last month etc)?

Hi team,We trying to collect the current number of votes in posts/articles. However according to this article Why do Explore vote metrics differ from article votes? – Zendesk help we would have the total of votes based on the number of clicks to the vote button. Not the actual votes displaying on the posts. For instance: If a post has no votes, then a user clicks upvote, then clicks un-upvote, then clicks upvote again. Now, on the post page, it would be showing upvote = 1(which is correct), but it'd show 2 upvotes on Zendesk Explorer.Do we have anyway to track the actual number of votes? I think it's a very easy and common use case.

We recently looked at using Live data widgets to watch the daily ticket flow.  We noticed that the default time settings in the widgets were too long for our needs and have recently tried to identify a way to modify the time settings in those live data widgets. We were looking for a way to shorten the time from 30 minutes to 5-15min. Additionally, when setting up our version of the live dashboard, we were looking for a way to set the group selection to a specific group(s) to minimize having to constantly select them each day or each time we open the dashboard.

I'm fairly certain that when this gets answered I'm going to say "of course, that was a dumb question" but here it is... I've created a metric for tickets that have had >5 touches.  I've created a report with that as the chosen metric. The filters are for a certain group and a certain date range. If I put "Ticket ID" as one of the attributes, I get a list of ALL tickets that meet the filter criteria as well as a column for the metric with a "0" or "1" representing, as we know, whether or not that ticket met the criteria of the metric. What I WANT to see is only tickets that are part of the metric, i.e. only those that the metric column shows a '1'. Maybe it's because I'm doing this late on a Friday and my brain has stopped working but I just can't get the results I want. Any help would be appreciated

Hi there, At the moment, our writers are peer reviewing each other's work by copying and pasting into Google Docs. This allows them to use the commenting feature to discuss suggestions/feedback. They do this because the revisions feature in Zendesk is not detailed enough to understand updates if a peer were to edit the content themselves directly and there's no way to comment specific suggestions within an article other than adding a general note when assigning an article. What would be Zendesk's best workaround other than using Google Docs for peer review? And are there peer review-related features on the roadmap that would enable us to peer review within Zendesk Guide? Very Best, Laetitia

The current messaging reporting calculations nestle together the wait times for synchronous and asynchronous interactions.  Given that time-sensitive metrics for live interactions are crucial to promote good customer experience, the data generated by the report is skewed.  Case Example:  Initially, a customer contacted via live messaging and got an initial customer wait time of 60 sec  The cx sent an asynchronous follow-up using the same ticket, and the agent replied in his next shift (approx. 8 hours later) In turn, the wait time generated by the report is an average of both synchronous and asynchronous interactions bringing it to 14,430 sec wait time instead.  This gives administrators the wrong idea that their agents are not responding within acceptable timings during the interaction which could blindside management into creating policies that may be hard to sustain. My current approach is by taking the overall median and then dividing it by the number of

Hi there, I'd like to make a report for a very specific case, which I will elaborate on below - Users are emailing us, and are getting automated emails with links to suggested articles. They click on yes in the "Was this helpful" box, so the ticket they opened, is now marked as solved. However, often, very shortly after the first ticket was created, they email us again with the same question in a new ticket. This must be a language issue, or some miscommunication on our part that makes them believe that by clicking yes, their original question will still be handled by us. We now want to create a report showing the numbers of these tickets to identify the triggers this happens with the most, and see how big this problem is. Any suggestions? Thanks!

I am using some very basic reports in Explore and would like to be able to filter the data by if the ticket was replied to or not. I would like to remove all tickets that received no reply from my reports (ex. First Resolution, Full Resolution, etc) Is there a way for me to do this?

Hi, We have custom numeric ticket field "Counter" that is updated with +1 each time an agent makes a contact with the customer.  How can I create a report that will show me the exact value the custom numeric field Counter had for a certain date? Additionally I would like to see how many times the value of this specific custom numeric field was changed for a specific period of time? For example if the agent has updated a ticket 10 times in June, but only 3 of those updates included a change in the value for field Counter, the report should show 3. Thank you in advance for the help!

Hi, I have followed a few Zendesk guides on how to make reports turn different colors with formatting. But for some reason, nothing changes. To simplify the process, I made a very simple report, to test the formatting, and also here nothing seems to change with the advanced formatting. I must be missing something in the formatting that I can't seem to see myself. Please see the attached picture.

we need a way to get a report for undelivered messages, due to issues because of API or 24hrs WhatsApp rules, etc, how do we make this type of metrics on Zendesk reports so we can check these tickets and take action on it   Thanks

Hello there I had created a standard calculated attribute like this: IF ([Changes - Previous value]="24947722") THEN "Support 1"ELIF ([Changes - Previous value]="10896710647068") THEN "Support 2"ELIF ([Changes - Previous value]="10896665204124") THEN "Support 3"ELIF ([Changes - Previous value]="10867060074140") THEN "Support 4"ELIF ([Changes - Previous value]="10896689212444") THEN "Support 5"ELIF ([Changes - Previous value]="10867032886556") THEN "Support 6"ENDIF This is not working because it is being evaluated until the first condition is true. This attribute is being used to measure the time the ticket spent in a group. Is there another way to accomplish this?  

Hello, Does anyone know of a formula that will provide a timestamp of when a ticket breached its full resolution SLA?

Hi,I was just wondering if there is any functionality on reports to make an automatic report in which it compares the performance today with the performance on that same day the previous week but automatically done so similar to the today time stamp is there a time stamp for the same data but 7 days prior to this date?

Hi, We have a Tag on each Agent User record w/their Hire Date.  Our goal is to be able to report on agent efficiency based on their tenure (30/60/90 days).  The tag is formatted as "hire-07/01/2023". But Explore isn't liking my Calculated Attribute Date field... First step - get tag and parse out date Then I want to use that Calculated Attribute to determine their tenure in 30-day increment brackets but I keep getting an error when trying to run the report: The error is: Thank you in advance.  

Hi,While investigating our FRT, we realised the data is not correct if we are using Updated Ticket as a metric. It shows us somewhat correct picture when we select Solved Tickets. But our concern is We  want to use FR time to understandbroader range of tickets where it may not have been solved but was updatedAny insights would be appreciated.Thanks 

Hi, we have a custom field with multiple custom ticket statuses (example: with the custom status we have Open/pending/hold, and under Pending, there is sub category like Awaiting Approval, Remote session etc...)with a dropdown list, Now I'm trying to calculate the average time in each custom status, for example, how long time ticket sits in "Automation". so the formula is created as below:  IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "Automation")   THEN VALUE(Field changes time (min))/60   ENDIF but seems not giving any value? could you help to check and advice?

We need to count: One-touch call end-users: only call us 1 time within one week. Two-touch call end-users: only call us 2 times within one week. Three-touch call end-users: only call us 3 times within one week. Four-touch call end-users: only call us 4 times within one week. Five-touch call end-users: only call us 5 times within one week. 5-10 call end-users: only call us more than 5 times but less than 10 times within one week. 10 call end-users: only call us more than 10 times within one week.How should I write the formula?

I am working on a report that will list all of the leads/contacts that each rep had appointments with in a given month. Right now there are blank names that are being counted. I am unable to drill in to see who the leads are. I can find the appointments when I search the name is sell, but it will not pull to explore. Help! The area in yellow is where I cannot pull the name, but it counts 10 appointments I crossed out the names for privacy

Does any one have idea how we can add a checkbox filter in zendesk explore dashboard? 

We have a group of agents where their full resolution time is measured from the last assignment timestamp to the ticket solve timestamp. I am struggling with how to apply business hours versus calendar hours to the calculation.  Does anyone have any ideas on how I can edit this calculation to account for business hours vs. calendar hours? DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours")

Hi,    I am trying to write a standard calculated attritute that will allow me to only see tickets Between Saturday 1am UTC Time and Monday 1am UTC time I was playing around with the below but I can't get it to work. This formula is suppose to check the day of the week (Saturday, Sunday, or Monday) and the hour of the day to determine if a ticket was created within the specified time frame. If any of these conditions are met, it should return 'Yes'; otherwise, it returns 'No'.IF ([Ticket created - Day of week]) = "Sat" AND ([Ticket created - Hour]) > 1)OR ([Ticket created - Day of week]) = "Sun"OR ([Ticket created - Day of week]) = "Mon" AND ([Ticket created - Hour]) < 1) THEN 'Yes' ELSE 'No' ENDIFI am getting the error messages 'There's an issue with the formula. Check your calculation syntax and try again' Any ideas on how to fix it? 

In my Answer Bot reporting dashboard, it is listed (since Oct 1) that 101 people have selected our "Talk to Human" option but only 48% were transferred to an agent (I am the only agent). What happened to the other 52%? Did these folks maybe just exit the widget before being transferred? I would guess that's a common option when we are outside of business hours. I just want to make sure we are not missing out on important customer inquiries.Apologies as I am very new to this platform! 

Is it possible to report published articles edited and re-published? The articles edited metric in the Guide - Team Publishing data set reports all edits to an article, including in-progress articles or submitted articles assigned back to an agent for updates. From an agent engagement in the knowledge sharing/update perspective identifying published articles edited would be much more useful. One should expect in-progress or not yet published assigned articles are being updated. 

I am trying to create a report using the result metric calculation, but for some reason its never showing the calculation. I am simply trying to divide the count(comments) by count(tickets created). Is there some reason that this is not calculating?