Analytics

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.

We've recently tried to create reporting on skills routing in Explore and have come across a few issues, so am curious if anyone's been able to make this work. Our aim is to create a report that can be used to see some key info about skills across the team. However, we've noticed some issues with historical data not updating: If a skill is added to an agent and then later removed, it continues to display as an assignee skill for that agent in Explore If a skill is renamed it continues to display with it's original name Is this working as intended, or should the data in Explore be updated to reflect what's in live?

With Zendesk, it appears that the only way you can have sub categories that map to the corresponding category is to create a separate field for each sub category and then use the rules to create the dependancies. I.e. if you select "Admin issue" from the category list then it will display the dependent sub category list. This works great for working tickets but my question is on reporting on sub categories. How can I build a report that pulls a list of all tickets broken down by sub categories? Has anyone else experienced this and if so, what are you doing to report on this? 

I don't know how to do this metrics on Zendesk. Does anyone know this?

Hi, I'm struggling with a specific type of report I'd like to build with Explore.I created a report where I have a list of all of our Problem Tickets, and for each of them, the number of incidents for Android users and for iOS users of our app. Here you can see how I made it (and I hope I did it well): in the Metrics I added COUNT(Problems) and COUNT(Tickets);  in the Columns I selected the custom field we put in our tickets to map users as iPhone or Android users; in the Rows I chose Ticket Problem ID and I excluded NULL; and in the Filters I added a filter for tickets created this year.     Now, I wanted to clone this report into two more granular reports: one only for Problem Tickets that contain a specific tag, and the other only for Problem Tickets that contain another tag.  I tried to create a custom metric like this: IF (INCLUDES_ALL([Ticket tags],"name_of_the_needed_tag")) THEN [Ticket ID]ENDIF And to use this new custom metric in

We want to operate a monthly ticket export to excel or csv including all statuses for operation and backup usage. e.g. All tickets created on APR, Solved/Closed on APR shall be exported. Is there any more efficient way than setting up date metrics in reporting, ignoring those visual charts and directly exporting? Also would examine if we could do it on automation.

It's been a while since I've written a Standard Calculated Attribute and I'm failing miserably. I need to combine the "Email" and "Web" values of the Ticket Channel attribute. Any guidance would be appreciated.

We use Zendesk reports to report on agent weekly activity. I.e  1) how many tickets created? 2)how many set to solved? 3) How many tickets assigned/unassigned? 4) How many articles created, published, edited? We have around 20-25 reports as such.  Now when we have a new hire, we have to go into each report to add the agent. Is there a way to make Explore reports dynamic ?(so new agents do not need to be added manually)

Heya! Can I filter in Explore for Date when Satisfaction was given?I can't work with "ticket updated" since those will differ in my scenario.  Thanks! D.

How do I get access to the status of a Contact, as in "Suspended" or not in an Explore Report? The dataset says I should be able to access it but I cannot locate it in the selections.

I am trying to create a custom metric that counts the number of tickets where a custom attribute is TRUE. I created a custom attribute that states: IF (VALUE(First reply time (min)) <= 480) THEN "TRUE" ELSE "FALSE" ENDIF This works great and I can apply it as a filter on a report and select TRUE or FALSE to show accordingly. What I would like to do is create a custom metric that counts the number of TRUE tickets based on that attribute. The reason I don't want to use a filter is that I want to show both the total tickets and the total that are TRUE in the same report. The formula I tried is: COUNT_VALUES([First Reply Time SLA Attribute - Low]="TRUE") This seems to show all tickets, not just the ones where it equals TRUE. Is there a formula that will work here? 

How can I get insight into who of our agents sign into Zendesk each day and if so, how many times? Is there a dashboard or report that I can run showing this? 

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this? "compare the average resolution time against tickets that had a link and tickets that did not" the tickets with KB are appearing to take longer that tickets without.   We are not sure why

I am looking for a way to measure the performance of each chat agent individually, for that I would need to extract all the mail addresses of previous tickets per user and compare them with my new clients on Stipe - How can I export the mailings per user in the platform?

Hello,  We are looking to create a report for end user created tickets and the percentage of how many of those took LONGER than two business hours to reply to, for a given WORK week - is this possible? Any insight is appreciated! Best, 

I'm trying to create a report to view unique users by the number of tickets they've created over the past 30 days. The goal is to count how many users in the past 30 days:  Created 1 ticket Created 2 tickets  Created 3 tickets  Created > 3 tickets.  Does anyone know how to create a calculated attribute for the contact rate buckets outlined above?   

I want to track how many tickets are on Hold during a predetermined time frame (every week). I am OK with reporting the complete backlog. I can also update you on tickets that were *created* last week and are currently On Hold. Regardless of when they were initially produced, I need help distinguishing between the two and locating tickets that were changed to On Hold.

When searching for this topic on google, this article from Zendesk pops up. As you can see, it doesnt actually lead anywhere but to the community front page.So my question is: How would I accomplish this? I would like to track this over time. I've tried to count tickets created, put requester name and/or email in columns and ticket created date on rows, and then filtering on number of ticets, but it doesn't quite get to what I want as the metric will be number of tickets, and not number of requesters.  I want to look at requesters:How many of todays requesters have submitted a ticket within the last 30 days? how many tickets have they submitted? Status on those? Wait time on those? etc. But mainly the first question. And as stated above, I want to graph it over time. I am eternally grateful to anyone able to point me in the right direction. 

I'm looking to report on how many tickets are moved to a state of On Hold in a set period (weekly). I can report on the total backlog easily. And I can report on tickets *created* last week that are in status On Hold. But I can't split the difference an find tickets that were updated to be On Hold, regardless of when they were initially created.

I created a CSAT Score: Monthly View Report in Jan 2023 because we wanted to see the CSAT score for each month since Jan.It seems to be working but only if I filter to 1 specific month. Currently, our CSAT score for May is 90 mentioned by both Zendesk & our Survey tool However, if I choose "All History" or expand the filter to include more months, the CSAT score for May changes. In fact, whenever I added or removed a month, the scores for May would change.  It seems that if the time filter is increased beyond a specific month, Explore doesn't seem to give the correct CSAT score for our report. The report is also set to only include time filter changes for "Ticket Solved"  Does anyone know why this may be happening? 

I have to report the number of reopened tickets on a daily basis but I cannot find an appropriate timestamp to do it. There are timestamps as ticket solved - date, ticket updated - date or even update date (= ticket & ticket updates datasets) but non of them will ever show me the correct number of reopened tickets per day.  Can you please help me to query the number of reopened per day?

I know we can report on how many times a status changed, but can we report on how many times a ticket was updated and the status stayed the same? For example, a ticket is updated 10 times in Open status without ever changing into Pending status. Is this something we can track in Explore?   Thank you!

Hi, I want to know how many tickets with tag A also have tags B and C. For example I have tickets with the tag productfeedback and I want to know how many of the tickets with this tag also have the tags new_feature and optimization. How do I do that? For everything I tried, Explore just shows me all of them combined in one circle diagram.

Hello there,  Please is there any function on explore that could allow me to convert a text in this format "2022-11-21T15:19:18" to a timestamp.. Indeed I need this in order to catch the first reply time on a ticket when an outbound call happened (generating automatically a private note that the normal first reply time metric can't catch).. Our technology team could implement a trigger that catches that exat timestamp when the outbound call took place but that trigger could be only stored in a text field.. so now the issue is on how to convert that text to a timestamp and then calculating the difference between it and the ticket created timestamp .. Thanks!!

We are trying to create a query to calculate the number of pending status tickets at the end of each day. We have tried the backlog and ticket updates datasets, but nothing matches what we are looking for.