Analytics

Is there a way to track the TTR only for tickets with a linked article? I want to measure if linking articles is driving down TTR over time. It seems like it's not possible to create queries using both Support and Guide data? 

What does Zendesk suggest if you have a weekly reporting cadence, in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs using "tickets solved last week", which isn't right. I don't want to report on a bigger window of time, I really do want to know the FRT performance of agents "last week" still though. By the same token, if I use "tickets created" metric instead, the problem becomes that if it takes longer than a week for a ticket to get an FRT, then it's never included in reporting. This is super bad because then you have tickets slowly building up to a huge FRT hiding from you that never get included in the reports. I also know I should not use "tickets update" which includes all tickets that had a LAST update during the time frame specified. This leads to tickets that had an FRT 2 weeks ago that just got a fresh update today, to be re-included in the FRT report this week as well as 2 weeks ago. That

Hello all,  I have about 5 individual ticket groups that I would like to combine into one for an SLA % report in Zendesk Explore. I would like for these 5 ticket groups to show as one bar on a bar graph with the values being achieved and breached sla tickets. I know how to make this report when looking at already created groups within my instance, but can't figure out if there is a way to combine groups into one big group.  Essentially want only 3 bars to show, each bar made up of about 5 ticket groups. 

We added links for our help guides locally in our app (i.e., when using our app, customers can click on a "Learn More" link that directs them to our Zendesk help guides). Is there a way to determine how many views came from these links as opposed to accessing them directly from Zendesk?

I made a report to get a list of emails and ticket IDs that have given us a good satisfaction rating, and I want to exclude all tickets that have the tag "XYZ".   However, as soon as I add the attribute "Ticket Tag" the emails get duplicated and I get the same email address several times. The problem continues if I select exclude "XYZ".   I have tried changing the metric "Good Initial Satisfaction" to DCOUNT so that I only see each result once, but that doesn't make any difference.   Any idea of how I can get around this so that each email only shows once when I use the tag attribute? And to make the exclude "XYZ" option work?     Thanks!

Hey everyone, I am trying to create a customized attribute/ metric to extract tickets that are in 24|48|72 hours slabs. Purpose: To find out how many tickets are pending with agents. I have created this formula below but cannot find the error :=IF ([Ticket status])="Open" OR ([Ticket status]="Pending" AND ([Ticket first assigned - Hour]>12 AND ([Ticket first assigned - Hour]<24) THEN [Ticket ID] ENDIFmany thanks in advance for your assistance. If you can recommend how to add the Ticket group as well in above formula then my all problems will be solved.

How do I set up a report to know how many tickets are in an open state for more than 24 hours each month?

We have a custom API/webhook integration with an SMS software built into our Zendesk instance. It allows us to switch between text and email within ticket comments. When we want to send a text, we add specific tags that trigger a webhook. When we want to switch back to email, we remove those tags.  In Zendesk Explore, how can I differentiate between the two types of comments? Is that possible? I'm trying to get the count of emails our agents send vs texts.

Hello, We are trying to create a report that shows when an agent puts the ticket back in the queue or the ticket gets reassigned back in the queue after 3 hours (automation).I am using the Explore recipe: Finding the first assignee for a ticket however this doesn't show the assignee changing back to blank (not assigned). Any help is appreciated - Lenora

I'm trying to create a Standard calculated metric that will return the number of business days in a given month. For example, there were 23 business days in March and 20 business days in April. Thanks!

Hi, I'm having a bit of a problem trying to understand how the reporting works, I've made a custom view here with the requirement of seeing all tickets that are new, opened, pending, and on hold, which I've succeeded in doing - but the view isn't allowing me to order them by the column header. I want to be able to click on the arrows next to the column headers and sort them either alphabetically, numerically or by date, depending on the data in that column. As you can see in the picture below I have the following set up, could someone assist in how I can get this to work the way an Excel spreadsheet would once you create a table and have the option to "Order by". Thanks!  

Hi, our requirement is to sum new status time in minutes with open status time in minutes of tickets and to display it in Days:Hours:Minutes format. There is 1 row per ticket ID in the report. We are currently unable to fulfill this, our calculated metric formula looks like: IF  SUM(New status time (min)) != NULL AND SUM(Open status time (min)) != NULL THEN (SUM(New status time (min)) + SUM(Open status time (min)))*60ELIF SUM(New status time (min)) = NULL AND SUM(Open status time (min)) != NULL THEN  SUM(Open status time (min))*60ELIF  SUM(New status time (min)) != NULL AND SUM(Open status time (min)) = NULL THEN  SUM(New status time (min))*60ELSE 0ENDIF Using this formula and the built in duration time format we correctly get time spent in Hours:Minutes:Seconds format. How can we convert this to the desired format of Days:Hours:Minutes?My attempt was the code below, but after testing smaller bits of it, turns out a calculated metric cannot be a str

Hi, I'm trying to find the Time a ticket spent during Business Hours in a particular field before moving out. This is the metric I'm using to get my tickets. IF ( [Changes - Field name] = "Current Escalation"  AND  [Changes - New value] = "X"  AND  [Changes - Previous value] = "Y" ) THEN [Ticket ID] ELSE NULL ENDIF Now I  need a report where I will know how many hours each ticket spent in business hours and outside of business hours before the field changed from X to something else. I tried using the following logic to create an Attribute but not working for my ask. Separate Hours  Let me know if there is a solution to this.

Hi! I'm trying to find a way to calculate average tickets solved for days/hours that the agent has worked.  The reasoning behind this is that we have some agents that don't work 5 days per week, so we need to factor in the nuance of days actually worked so that we don't end up with part time agents having lower volumes of solved tickets. I'm able to return a table showing days that the agent has been active, but I don't then seem to be able to incorporate a count of tickets into these figures.  Is there any way to create this sort of report?

Hi everyone, I Need help with Explore Report  Currently, I have an Explore report for my single brand which is working as required, but we need to implement a new brand and for that brand, we need to have a separate  Explore report for our new brand, the report which we have already created for our previous brand. Is that possible to clone that report and differentiate it based on Brand?    Thank You   

Hi there, I'm fairly new at Zendesk Explore reporting and I've tried searching for an example but I'm struggling to find one. I want to include SUM(Agent replies) in a report, but only for tickets with a particular tag. Because of how the report is set up, I don't want to do this with a report filter (as I don't want the filter to affect other metrics. Specifically, I want to compare this filtered by tag SUM(Agent replies) to the overall unfiltered SUM(Agent replies) How would I set this up? I think it would be a calculated metric, but I'm struggling to find an example to work with.

I work on the helpdesk and we currently have multiple clients all in one dashboard. I was wondering if there was a way to create a custom metric so it would only show a certain client. Could anyone help me on this?

I'm looking to pull data that seems to cross between Support and Guide Datasets.  For example, I'd like to see the number of users per organization that have visited pages other than the Requests page. The point is to see if users that are entering a ton of tickets are even trying to find info in the Help Center.  I can't find reporting on Search terms anymore. I'd like to break down searches by user role. I'm trying to use Google Analytics to fill in some missing pieces, but I'm jumping through a lot of hoops.  Any ideas?   Thanks so much!

Hi, I'm looking for a way to create a report that shows how long tickets are "on hold" and how long it takes to respond to a ticket minus the hold period, for each agent and for the whole team. Any ideas, please? Thanks in advance 

Hi everyone,I'm hoping this is a obvious/simple solution.I am trying to do some rough forecasting which looks at a date 90 days after the ticket is solved. I'd like the attribute to behave like a date attribute where I can apply ranges or ideally even split into weeks and months, however, I know the latter requires extra work.Here is my code so far and I'm stumped as to why it's not appearing as a date. DATE(DATE_FORMAT(DATE_ADD([Ticket solved - Date], "day", 90), "yyyy-MM-dd"))

Hello,  I'am looking to collect data from the help center (Guide data set). My compagnie is looking to analyse data from number of visit per page and the CSAT of the Faq. Could give some info on how to connect to this API. Best regards.  

hello - i'm confused about some data differences that i'm seeing and was hoping somebody could help here. Here's the ticket data: Created: 12:00Agent First Reply: 12:42Ticket Closed: 12:43 So i would think that Full resolution time is 43 minutes, and total time spent is ~1min. but when i run a report for that ticket, i get different data for total time spent. Can someone help me explain why?

I'm putting together a report for agents translating messages. We have a trigger that adds a tag x when an agent translates a message from our customer. The report I've made is from the updates history dataset but it's counting tickets with tag x for multiple agents who worked on that ticket. Example: Agent A translates ticket -> trigger adds tag x -> customer responds -> Agent B now solves the ticket.  The report shows both agents tag x count as 1 when Agent A should have 1 and Agent B should have 0.  Is there a way to get the report to show how many tickets the tag was added for each agent but ONLY get the number of tickets tag x was added?  

Is there a way to report on side conversation recipients? I'm trying to determine how many side conversation emails were sent to a certain email address. I can see how many total side conversation emails were sent using an applied tag, but I can't figure out how to further break it down from there. 

Hello there, i need some help to get a data in Explore.I need to identify tickets where the requester didnt asnwer. Im think about create a atribute where i get the ticket requester update (timestamp) and check if is different than ticket created (timestamp), but it didint works.I have a point in my Zendesk setup, where i change the requester after ticket creation, so when the new requester send any message, the system didnt identify this update by the new requester as a ticket requester update. Im using messaging tickets in live chat dataset, and i made the following atribute:  IF ([Ticket requester updated - Timestamp]!=[Ticket created - Timestamp])THEN "1"ELSE "0"ENDIF Theoretically the code should work, but since there is no record of the update of the new requester, the current value of the update remains the same as the value of the creation of the ticket.