Analytics

Hello! Our team has been attempting to create clickable links to some of our internal web pages in Explore. This relies on a Custom Field that is of the Text type; the issue we are running into is that this field is returning NULL when referenced in a Standard Calculated Attribute, even when the formula is simply [Field Name] and the tickets have this field filled out. Some of our other custom text fields function properly, however; these may be tied to user data, however, so I'm unsure if that's why the data isn't pulling properly. Are there any known limitations that we may be unaware of in relation to the custom fields and calculated attributes? I know this might be broad; I'm happy to answer any questions that may clarify the situation. Thank you in advance for your time!

Dear Zendesk community,  I have created two ‘date range calculated metrics’ to report on tickets solved, beginning of the month till the end of yesterday and beginning of the year till the end of yesterday.  Since it is the first month of the year these measures should show the same number of solved tickets, but the results differ even though the metrics have been set up to report on the same dates (see attached pictures). I have double checked that same data filters have been applied. The number of solved tickets YTD are the ones that are accurate. Have I missed something here? Could someone please give me some advice. Thanks!  

I am trying to create a report that tells me the average number of Jira ticket creations an agent does in a day from the Jira/Zendesk integration.  I have been looking at the below articles for refence.  https://support.zendesk.com/hc/en-us/articles/4408846763802-Explore-recipe-Average-replies-per-ticket-for-each-agent-per-day   https://support.zendesk.com/hc/en-us/articles/4419349462298-Explore-recipe-Reporting-on-Jira-tickets   I can create the standard calculated metric for the number Jira tickets created per agent, but I cannot figure out how to create this as a daily average. I feel like I am close, but nor there yet. Can someone please point me in the right direction? Thank you!

Hello,   I feel like this is straightforward but I'm having trouble with the time filter data set. I'm looking to see how many updates were made on a specific date or time span regardless of ticket created date. But instead I'm only receiving a count of updates for tickets that were created on my selected date(s).  EXAMPLE: Date selected is 1/4/23. I should have a total of 7 updates made that day but instead I only get 6 because the missing ticket on this count had an update that was made on a ticket that was created on 1/3/23 even though the update was made on 1/4/23. I still want to see all 7 regardless of the ticket being created on 1/3/23. Please help!

So the situation is pretty basic: I have a custom ticket dropdown field on our tickets called "primary category". The selections help the reviewer know what part of our product the ticket pertains to. This field is required upon solving a ticket. I made a copy of the standard Support dashboard and put a filter for this field on the first tab (Tickets). When I use this filter and filter on one of our most common categories, the standard "Tickets Created" tile surprisingly shows 0.  When I then select NULL in the filter, I am again surprised that we have 300+ tickets, a lot of which have been solved and have values in the primary category field. I'm using All history on the time filter since we've only been in for 2 months.  Any idea why when looking at a ticket, a custom field has a value and correctly adds the appropriate tag, but then when you filter on this field for a value, that it wouldn't show? No clue how to go about troubleshooting this one, so any help is greatly a

I have made a copy of the default Zendesk Support dashboard.On this dashboard it shows the number of Created Tickets, the Number of Unsolved Tickets, and Solved Tickets. I have created a report that should show the % of Solved Tickets.This report is using a custom metric of D_COUNT(Solved tickets)/D_COUNT(Tickets) and I am displaying it as %. When I view the Report it displays a percentage that appears correct. However, when I save the report view and view the dashboard, this report always displays 100% regardless of the time frame I select.Any help is appreciated!

Hello everyone Is it possible to create a report based on the views that we have created?  I have a view to show only specific tickets based on the following rules Tags : "Erasure" "delete" Received at : "email 1" "email"   I wish to see and pull all the tickets that are placed on hold as we want to extract the email address of the submitter.   Thank you in advance!

Our Support agents are going to be expected to create new or link existing Guide articles on 80% of their solved tickets.  I can pull all kinds of counts out of the box in relation to created articles and linked articles, but am having issues combining them into one metric.   In looking at the logic, it makes sense to me that the following calculated metric would provide this information. (( D_COUNT(Linked article tickets) + D_COUNT(Created article tickets)))/DCOUNT_VALUES([Ticket ID])   It doesn't seem to be working the way it seems to be as it should.   I'm hoping someone can help me figure out how to combine these as I'd prefer to keep them in one simple clean %.    Thanks in advance!

Hi, I'm seeing a new filter option inside tickets. This wasn't announced anywhere that I can find, and according to release notes, no changes were made to support in months. Yet I see a change. Can you let us know about this feature? Are there settings for it? Can I turn it off for agents? It's not ideal to just have new buttons appear in the agent space without any heads up or information on what they do or how to configure them. 

I am looking to build a report that places end users into bracket percentages. Ideally, this would group end users into categories like so if they have more than one ticket open: % with 1 ticket open % with 2 tickets open % with 3 tickets open % with 4 or more tickets open ETC   Has anyone tried to create this or have any advice for an approach? Explore is pretty limiting on the end user data side.     

So within Zendesk Support, when you click on reporting along the left navigation pane it takes you to where you have a series of out of the box dashboards available (Support, Guide, Chat, etc.). Is this area configurable? I'd love to replace or add here based on a custom dashboard and was hoping that would be possible instead of having to make users and agents always to Explore. Tried to find this answer but it was oddly difficult to word it in such a way that capture the exact question.  

Hi all, Something that's been really frustrating me recently is this: I need to have certain filters stay at what the viewer selects after using a bookmark, but I can't figure out how to do this. That is to say, I want the bookmark to ignore certain filters. Here is an example of the behaviour I want: Default state: There are filters for the following attributes: A=1, B=2, C=3, D=4. This is bookmark Alpha. There is also a bookmark, bookmark Beta, for A=5, B=6, which does not affect filters C and D. The user changes filter C to C=7, because they are curious what the data looks like there. Now they want to use bookmark Beta to see what that data looks like with A=5, B=6, but still C=7. They click bookmark Beta, which gives them this information, because this bookmark only affects filters A and B. The user clicks bookmark Alpha to reset the information to the default filters (A=1, B=2, C=3, D=4). The user changes filter C to C=8, then clicks bookmark Beta. This results in A=5, B=6, C=8,

Hello!  I have been having issue with date range calculated metric and standard calculated metric. Explanation:  1- When I create date range calculated metric, it works for the timeframe I choose. Let's say this date change calculated metric name is : Agent replies - Previous two weeks.  2- And then, when I use this metric Agent replies - Previous two weeks in standard calculated metric in order to find Closed ticket with agent's single comment - Previous two weeks in previous two weeks, It is not working. Please follow the query and let me know if anything's wrong with that?  IF ([Ticket status - Unsorted] = "Solved" OR  [Ticket status - Unsorted] = "Closed"AND VALUE(Agent Replies - Previous two weeks) = 1)  THEN [Ticket ID] ENDIF 3- Weird thing is that it was working pretty well yesterday but today it is not working. Similarly, whenever I use the VALUE(date_range_calculated_metric_field_name) in the standard calculated metric, it is not throwi

Hi,  We would like to know the number of solved tickets have more than two public comments by agent in Zendesk Explore, but not sure how to set this report up. Thank you.    

We are looking to disable the out-of-the-box CSAT functionality and use a different system that will push a survey to Zendesk.  How will this affect reporting in Zendesk?  Will we still be able to report on survey results?  What is the impact of turning off satisfaction?   

We have 10+ groups and basically as many forms. Each of those teams and forms has some kind of basically unique task category field. Although we have all that category data, in multi-team reporting, we generally can only report at the form level. It would be useful to be able to see the respective task category on the same report. Something like this: Group Form  Task Category  # Tix A 1  A:F  81 B 2  B:D  62 C 3  C:B  43 A 1  A:E  12 How can this be accomplished?

Hello, I'm trying to figure out why I'm unable to return LINKs or text in Result Metric Calculations. Numbers may be output, but text and LINKs are prohibited. Not sure if this is a bug or intended functionality, so I'll write as though it's a bug but provide a Use Case just in case. Use Case In this photo, the return values on the "Visual" Result Metric Calculation should return either "Interest" or "Not of Interest" according to another fields value. This photo is being re-used from another request, so pretend that [Velocity] is any other number that you can only obtain from two metrics. This is not possible to create, however, if the text outputs are changed to 1 and 2, there are no issue. With some experimenting I found that text outputs are prohibited, and as are LINKs.  

Hello, I'm trying to build a report to track tickets reassignments from one group (let's call it group A) to other groups (Groups B-Z) by particular agents on each day of the month. I use a custom metric which looks something like this: IF ([Changes - Field name] = "group_id" AND [Changes - Previous value] = "Group A" AND [Changes - New value] = "Group B") OR   ([Changes - Field name] = "group_id" AND [Changes - Previous value] = "Group A" AND [Changes - New value] = "Group C") OR   ([Changes - Field name] = "group_id" AND [Changes - Previous value] = "Group A" AND [Changes - New value] = "Group D") OR   ...and so on. For the date, i use "Ticket Updated - Date". The end result looks something like this: Agents 2022-11-28Tickets transferred from Group 1 2022-11-29Tickets transferred from Group 1 2022-11-30Tickets transferred from Group 1 Agent 1 4 2 9 Agent 2   1 1 Agent 3 6 4 7 The problem that i'm facing is that the da

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

Hi all, We managed to export the data from Zendesk to our data warehouse to build some reports in our Business Intelligence tool, and we are facing couple of data discrepancies we would like to understand. In Explore, we would like to get the number of tickets solved by agent on a monthly basis (assignee). When we apply [Ticket Created] date as a dimension in the rows, we get different numbers than when we apply [Ticket Solved] date as a dimension.  Could you clarify us if it's normal and if yes what's the best way to measure this metric?

I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and teams. We do it in Insights by a metric that counts all tickets with full resolution time less than 2 hours and then finding the percentage of tickets created. How can I do this in Explore.

Hi! I'm wondering if it's possible to get the totals of different reports in a "main" one. Usually each departments ask us to get the numbers of their views on ZD support, so we create the reports according to the conditions they set for each view. At this point they always ask for a general widget with total of the views created. (The metrics and filters change for each view so is not a possibility to add all of them on the same report as we will get wrong data.)  Thank you in advanced!

Hi everyone, I am trying to make a Explore receipe for SLA performance based on below article. https://support.zendesk.com/hc/en-us/articles/4408835960602-Explore-recipe-Reviewing-SLA-performance   What I want to achieve is: To make metric completion time is between 1) 0-48 hours and 2) over 48 hours. Then, how should I set the metric for? Any advice woule be highly appreciated. Thank you!!   *Original (What article mentioned as an example)IF (VALUE(SLA metric completion time(min))<120) THEN "0-2 hours" ELSEIF (VALUE(SLA metric completion time(min))<240) THEN "2-4 hours" ELSEIF (VALUE(SLA metric completion time(min))<480) THEN "4-8 hours" ELSE "Over 8 hours"ENDIF ENDIF ENDIF   *Changed (Customized one)IF (VALUE(SLA metric completion time(min))<2879) THEN "0-48 hours" ELSEIF (VALUE(SLA metric completion time(min))<2880) THEN "48hours" ELSE "Over 48 hours"ENDIF ENDIF ENDIF

So I'm working on a copy of the standard Support dashboard. I have a need to bookmark certain filter selections on each individual tab, however, it doesn't appear to be sticking. An example of what I'm doing On satisfaction tab I have filters for custom fields that I'm using to exclude if a ticket has "internal" checked, has "survey withheld" checked, and if the organization has "no survey" checked. I also have a calculated attribute filter for excluding tickets that were merged. I set all of these filters as I want them to be by default when visitors come to the dashboard tab, and I then click Add > Bookmark. I select create bookmark from current state and give it a name, then hide the widget, publish dashboard. Then when I go to view the dashboard, it ignores all of that work I just did and all of the filters are defaulting with no selections. Any ideas on what I'm doing wrong?

I'm looking to build a report that would show how often an agent is supporting the same member(continuity of care). For example Member 1 contacts support 10 times, of those 10 times how often did the same agent respond to that member? My end goal is to have an output that says in the month of October our agents supported the same member 30% of the time.  I've been looking at creating a standard calculate attribute and I think I would use the Update History dataset, but I'm not sure how to gather the number of times the same agent supported the same member.