Analytics

Hello I'm creating a report for the number of tickets by organization name. The trouble is, we have a very large number of different customer organizations such that, for the 4 month period we wish to report on, the bar chart does not display every customer organization as some names are hidden because there's not enough space. The only way to see all of the organization names is to zoom out repeatedly until all orgs are displayed, but then the display is so tiny as to be ineligible. You would think the chart would span over multiple screens if there are too many to display in a single screen. I'd like to create 2 charts, for example: Tickets created between 1 Nov 2022 and 28 Feb 2023 by organization: 1. with greater than 5 tickets.  2. with 4 tickets or fewer. Any advice or workarounds are appreciated.   

Having just gotten access to the live data in Explore I am looking for some filtering tips. For some reason Zendesk seems to have chosen to limit the filtering to only single choice for live data, which is causing some problems for what I want to display. For our clients, there are multiple brands and also multiple groups. So if I want to display the total number of open tickets for one client, I have no option to do so, as I cannot select multiple brands nor multiple groups in the filter. It is just the radio button selection, no option for choosing more than one. Since we cannot create any custom live metrics, is there any workaround for this?

I have a field on a form that I need to report on.  The field has been present on the form for 2 months and has data, but for some reason I cannot get the field to show up in Explorer.  I see the other fields from that form but not this one.  I have attached 2 screen shots one of the form and the other or what I am seeing in Explorer when I sort by that form.  

Hello  I want to be able to report on the average response and resolution times within a time period for one user group. Is that possible?  Thanks

Good day.  I have a question.  The situation is like this.  an end-user creates a ticket, Agent 1 replies within 25 seconds (so FRT goes to Agent 1)  Agent 1 puts the ticket to 'On-hold' status Agent 2 replies to the ticket and solves it  the ticket is assigned to the Agent 2 Then I create a report and I see that FRT metric is reflected to the Agent 2, rather than Agent 1.  Example:  First reply time – 25 secAssignee – Agent 2 And I assume that Agent 2 has replied to the ticket within 25 secs and it is not true.  Does anyone has an idea how to separate FRT so that I could see in a Report the actual list of agents performed on the FRT metric and not the ones who solved the ticket? 

if an agent creates a sidebar conversation, when the internal note saves on the ticket, does this class as an activity so if I report on how many internal comments agent X has made will this show extra logs for the emails?

I have created an attribute using this formula: LEFTPART(MONTH([Ticket created - Date]),3)+"-"+YEAR([Ticket created - Date]) However the order is going by alphabetical, and we need this to be in the actual date order.Is there any way of doing this automatically? Or changing the formula to order it correctly?Since it is unfeasible to order the set manually and we want to show graphs on multiple months...

I'd like to show some queries looking at problem tickets and how wide spread they are, when/if they were solved, etc. However, I'd like to identify the problem by subject rather than ID. How can I create this custom metric?

We'd like to lower the priority of tickets once the urgent situation is mitigated, but the concern is the # of urgent tickets will not be captured in reporting. For example, if a customer ticket is initially "urgent" because their system is down, we will lower the priority from "urgent" to "normal" once their system is back up. The ticket will then remain open in "normal" priority during the following investigation and until the issue is closed eventually. How can we lower the priority, but still be able to capture the # of urgent tickets that a customer submitted in history?

First, I am new to Zendesk, in fact, we have not gone live yet.   We are a pretty small support team, made up of primarily part time agents.  We can be online at any time day or night.  My fellow agents and myself need to know at minimum how many of us are online at any given time.  Preferably we would like to know who is currently online answering tickets,  We would like to be able to check to see if we are covered at any time.  We do not have a set schedule, we just need to work a certain number of hours a week.

My team leads need some of the common reporting that is on every dashboard to be  scheduled and emailed to them. Because the default behavior for reports is to clone when you clone a tab (rather than using a multiple instance of the same report), we now have numerous clones of common reports (basically one each for each tab in each dashboard). You can see the impact in the screenshot below - the files in scheduled deliveries look completely unprofessional. Additionally, if you want to use the Add > Add report button, there's a high likelihood that you won't know which one to choose ("am I looking for 'report copy copy copy' or 'report copy copy'?" How can I best wrangle these? My main goal is to have the filenames be cleaner so that it's clearer to the team leads which file is relevant when they receive the scheduled delivery of the files. Is the only option to go through and rename all of them manually from the reports library in Explore?

I want to have an option in Zendesk Explorer to filter data only for last 7 Days (from today to last 7 days). Additionally I want to make that default.  whenever i open dashboard, In Time filter option would have Last 7 days selected instead of "All history". is that possible? or if there is an alternate way of doing this please let me know Thank you!

Hello Community,   I'm stuck on a problem, if you look at the below screenshot: I have a calculated attribute that has the formula: DATE_LAST_FIX([Update - Timestamp], [Update ticket ID]) This should calculate the last update of when a custom field was changed and give a timestamp of that final change. Is it possible that the SUM of the hours will only show the SUM hours for the month of the DATE_LAST_FIX?   Thanks!

While the standard calculated attribute f\can provide a timestamp for updates by agents/admins like below: IF ([Comment present]=TRUE AND [Comment public]=TRUEAND ([Updater role]="Agent" OR [Updater role]="Admin"))THEN [Update - Timestamp] ENDIF   When I try this with "End-user" or "End User" IF ([Comment present]=TRUE AND [Comment public]=TRUEAND ([Updater role]="End User"THEN [Update - Timestamp] ENDIF   IF ([Comment present]=TRUE AND [Comment public]=TRUEAND ([Updater role]="End-User"THEN [Update - Timestamp] ENDIF   No values are returned.  This would be great for our customers since they could see when someone other than the requester has last updated the ticket.  While there is a "Time - Ticket last updated by requester - Date" we need to pull all end users since CC'd users also contribute to the conversation.

I'm setting up Zendesk Explore Dashboard, where i want to display count of Tickets which are Open and new.Its working only with All history - All history  filter. What i want to achieve is I want display total number of tickets (only New & Open ) whatever the time filter has. When i different date range Ticket counts displays 0. I am sharing my POV below before the filter applied: After the filter applied:   Don't know what i doing wrong.Thanks!

Hello everyon Is there a way to display only the final value of the metadata on the x-axis?   On my ticket metadata, I have "Cancel Trial" nested under Workflow and I was wondering, is there a way for me to display only "Cancel Trial" on the x-axis of the report?Currently, its showing the whole nest and gets truncated.   Is there a better way to do it? Open to feedback!   

Hi,  Starting today I am seeing filters pre-added and filtered on reports when I go to build them. This is not helpful for my workflow as I don't use that metric for filtering, and now need to warn and update all my documentation on reporting to indicate to remove this. Why did this change occur? Why is there no announcement? 

In Help Center, when customers create a new ticket, they will get knowledge article suggestions based on the ticket subject. If the customer decides to use a knowledge article instead of submitting the ticket (in other words, they abandon the submission form and never click submit), we consider that ticket deflected.  How do we measure this in Explore? Can you share how you measure the success of your knowledge base? We understand the basics of views/tickets or self-service score = Total users of your help center(s) / Total users in tickets but we are looking for more substantial evidence of actually deflecting tickets. 

Is it possible to hide the Metric label when the color legend is disabled? In this case, the word "Tickets" appears after every category. It seems a bit redundant in this visual, but I suppose it may not be possible without affecting all of the other chart types. A table visual with the month in the columns will have a 2 level header - month on top and the word tickets below it. Both visuals would be cleaner without this behavior.

I am trying to create a report that checks to see if it's been 2 or more days since the customer has heard back from us. This is a report I want to put in our dashboard by agent.

Is there no way to easily create a report that shows me, by day, the count of good surveys we've received? All I'm needing is a simple report that shows me a date (when we received the survey) and a count of how many we received on that day. I found this past conversation but still couldn't get anything to show me this data point: https://support.zendesk.com/hc/en-us/community/posts/4409515186586-Explore-Reporting-CSAT-by-Date-Survey-Taken?input_string=Satisfaction%20surveys%20by%20date%20taken  

The issue The standard recommended approach when an agent leaves your Zendesk, is to downgrade them to the End-user role and suspend that user.  This has an impact on historical data in Explore, however, since that user is no longer an agent, any query that reports on updates (like comments) by agents/end-users will be inaccurate.  The former-agent updates will count as end-user comments. Above you can see two updaters (Updater name) "Sample customer" (end-user)  "Tom WAS an agent" (former agent, now an end-user) You'll notice that all updates show up as End-user updates, even though Tom was an agent when he made those updates. A solution (workaround) One possible way to get accurate counts of updates is to create an Organization that all agents (and former agents) are part of and use this as a way to filter updates properly.   So when you downgrade and suspend an agent, that user remains part of The Agent Org and their updates are counted as such. The metrics

Can anyone elaborate on why the ticket here (#163724) shows 4,772 seconds spent on it (which is fairly accurate), but my explore query shows 81,107 seconds, please? It's driving me insane. Thanks in advance!

So I'm working off a copy of the standard support dashboard, specifically with the Backlog tab. The daily historical backlog by status report is great, but we have a custom field called "secondary status" since we need more granular info on the ticket like if it's "escalated" or "with development". For this backlog tab, I need to remove tickets that are in that secondary status of "with development" but I can't figure out how to do it. I can add a filter for it but it's from the "Support: Tickets" data set and not the "Support: backlog history" and so I think that's why it's not working, but my custom ticket fields aren't available in the backlog history data set. How do we filter on certain fields on this backlog dashboard tab?

Because it's a new data point, I am compiling a report to show that ticket email (received at) data is populating on ticket data in Explore. However, I've noticed that there are web channel tickets with a ticket email. I've spot checked a few of these tickets and confirmed that they were submitted via web, not a support email, and I don't understand why there would be a ticket email associated with a web channel ticket.