Analytics

All our technical support tickets are tagged with "tech", and then there are additional tags created for the specific issue. So a ticket from a customer reporting an issue will have the tags "tech" and "issue1" or "issue2" attached to them I'd like to be able to look at all tech tickets for a brand, but to see all tags on those tickets. This would be a quick snapshot of all live issues for each brand. When I create a report in explore to filter by "tech", and then set the columns to display all tags, it's only showing the number of tickets tagged with tech, and not any other tags on those tickets. So if there are 35 tech tickets for a brand last month, I'm just getting the result "tech - 35" when I have Tags set up as a row attribute, but I want it to show all tags that are on tickets tagged with "tech", and how many there are  

Hello, We would like to report that during the past few weeks we have been checking in our daily basis the queue where we have tickets to maintain the SLA below 24 hours however even though the tickets are being handled, appears tickets with more than 2 days. When reviewing those tickets it doesn't seem like someone else returned the ticket back to the queue neither that was a transfer from a different department. Looping @lisa97 for visibility.

I'm trying to build a report that surfaces new tickets worked by my team. I can report on public comment updates (tickets worked, metric #1) and I have a custom metric that reports on tickets that have gone from unassigned to assigned (new tickets, metric #2). How do I write a single metric to give me ticket IDs where both of these updates are true? 

Last refresh v last ticket updated The last time a dataset was refreshed is not available directly. But we can estimate that by the latest ticket update timestamp. You can then create a query to display the timestamp and include it in a dashboard for easy access. Query In Explore, create a new query based on the Support: Tickets [default] dataset. Filter Ticket Updated -Date> This Week Metrics Got to Calculations>Standard calculated metric: DATE_DIFF(now(),[Ticket updated - Timestamp],"nb_of_minutes") From the Options menu, select 'Edit aggregators' Make all options invisible, except for MED From the options menu, select 'Edit display format' Select 'Custom' In the suffix box, enter ' Minutes Ago' (note the leading space before 'Minutes') Add your new metric to the query Rows Go to Calculations>Top/ Bottom attribute and create a new attribute 'Last Sync Timestamp' Add the new attribute to the the query rows Chart configuration Go to Chart Configuration>Char

I am trying to build a report, which would contain: # of tickets that have breached first reply SLA per day. Have a possibility to check all of the tickets that breached SLA to identify pain points in our support team. I've tried to take a look into it but managed only to build a report, which shows the % of tickets that have breached SLA on a specific day. Any help in this regard would be highly appreciated! 

I created a report that shows number of tickets created per customer in previous month. The idea is to show the customers who opened to most tickets, however I need to manually select the customers in the requester organization name, which means I need to know in advance who are the customers I want to display.  Is there a way to create the report that automatically shows the customers that opened the most tickets (and the number of tickets). For example the 5 customers that opened the most tickets?

In the picture below, you can see that the form filter has been applied, and that it displays at the top and on the left. However, the created date appears to be filtered based on the left, but is not displayed on the top: Since there's no 'clear filter' feature, I normally remove whatever element of the report has the filter on the left but not on the top, and then I add it back to its old position - this time it no longer displays the filter. Since we use some of our reports as data extracts for other apps, this solution poses a non-trivial risk of breaking those extracts if the columns are modified even slightly. It seems like this is either a bug or a feature that I am unaware of and isn't clear in the interface. Is this filter icon on the left hand side actually accurate? How can I remove the element's filter without removing and adding it back?      

When a ticket gets reopened multiple times and each time it gets assigned to a different agent, how can I find Timestamps of the assignment against each assignee?

My apologies as I'm new to Zendesk and cannot figure this out but it's such a basic thing, I imagine it's there somewhere and I just can't find it. How do I add WHO last commented/updated the ticket, the actual name of the person, in either a view or in a report? Everything I seem to find is based on time (Time of latest update) or assignee. 

Can someone explain the exact meaning of unreplied tickets? I assumed it was exactly as it sounded but after running the report, it seemed to be missing tickets. Is it only tickets created by end users where agents have not replied?  I'm looking for a report or view where staff/agents have commented internally but there hasn't been a response by the assignee. Am I on the right track with unreplied tickets? If not, is there a better way to do this?

Hello :)I'm looking for a way to report how long each ticket has been assigned to specific support groups defined in our company. Is that possible?

I am trying to create a dashboard for one of our customers and they want to be able to filter by requester. When I add a requester filter, it lists all possible requesters, not just requesters for their organization. Is there a way t limit that drop down filter to ONLY display users that are part of their organization? 

I see a lot of instances in the dashboards where if there are not tickets that meet a criteria, it just shows blank instead of a count of zero. Is there a way to get this to display as zero instead of just blank? 

Hello to all   Maybe i am being dumb on this but i already spent lots of time looking for a solution, but no luck until now.   I have a report that measures all the tickets that were CLOSED under SLA. For that i used the metric: And filtered for CLOSED status.   I also have another report that counts the Solved tickets, that i added filters to mimic the tickets under SLA. Then i apply to both reports, in the dashboard, a time filter for Last Month.   And the end result is a difference between both. And after analysis in the tickets in question, i found out that the discrepancy is related with when the tickets were created - in this case if the ticket was created previous to the time filter of Last Month it is not shown in the D_COUNT (SLA Ticket).   My question is: Is there anyway to have a correct report with the Dataset Support SLA, that shows the closed tickets in a specific time interval (under SLA), no matter when it was created?   Thank you in adva

I really wish to know some hints on how to go about and achieve this in Zendesk Explore.Basically, I want to show the percentage of an agent's solved tickets from their group.For example: Andrei is the agent, and Support is the group. How many tickets did Andrei solve from their group? And can that result be shown as a percentage? %And if possible, can it be from multiple groups? For example, Support + Support T1. We have agents that are in multiple groups. Please and Thank You!

I was wondering if there was a way to make a dashboard to share with our agents that shows the statuses  (online, away, transfers only, offline) of the team. I know there is the one for leads/admins but need something to share with our whole team so they can coordinate when they can go offline for breaks and but also making sure we having enough coverage on phones to do so Have done multiple digs into this and could not find anything. Any help would be appreciated!

Hello All! I assume that the number of views reported in the Explore data for Gather posts relates to the number of times users have opened the post's page. Is this correct? Kind Regards, Dermot

How to merge or copy one dashboard with or in another dashboard as a separate tab. Or how to copy one tab from one dashboard to another tab?

Our team needs to generate a report of tickets which have the word "salary" in the comment / response. Is that possible?

What is the difference between the "Agent comments" and "comments" metrics in Explore? What do each one count specifically?

Hey everyone, I wanted to ask if this is possible within Explore and need a bit of help in doing this. We offer a 5-year warranty where the first 2 years are defined as "Normal Warranty" & the final 3 as "Extended Warranty" This would only apply to tickets where the "Warranty Status" field is set to "In-warranty"I want to create a split between our data using a condition like this:  IF "Warranty status" = "In-warranty"  IF "Warranty Date" > Over 2 years  THEN = Extended Warranty  ELSE IF = Normal Warranty   Is this possible to do with Explore? Is it possible to create a time based condition where it checked the Warranty Date & if it's 2 years (730 days) above the date in this field, then it's defined as Extended Warranty.    Thank you in advance

Hi there, I'm working on a dashboard and while analysing the SLA tickets on the SLA dataset versus the ticket count on the Support dataset there was a diference on the numbers. Is there a way to filter only the tickets that have no SLA policies applied to them?

Hello community! I wonder if there's a way to see a report on how many tickets are submitted by users depending on the category/section/article in the Help Center. Any tips? TIA

I would like to be able to publish and share a dashboard to a specific organization but I don't want to use a public link. Is that possible in Zendesk? 

The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.