Analytics

Hi Peepz, Just wondering if anyone can assist with a report Query. I'm trying to run a report where I can find out the:"Last public reply by an agent against each ticket (ticket ID)" Pretty much want to see when a ticket was last replied to a customer by the agent. Date and time of last reply. Thanks! Kenny

Hi I am stuck at a small report (unable to find the right reasons). Need the following in a Tabular Format. This is required on every end of the day or can have a Time filter.   Date Agent Name New Unassigned Tickets Open Tickets Pending Tickets On Hold Tickets Solved Tickets Total End Of Day 01-10-2022   101         101 01-10-2022 Agent 1   32 4 1 43 80 01-10-2022 Agent 2   23 4 2 23 52

Basically what the title says. I want to see how often an action is taken in Zendesk by my agents without seeing the when a ticket was updated by automation. How do I do this?

Hi,I am wondering if it is possible to create a metric/query in Explore that shows number of deals moved in to a certain Pipeline Stage in Sell?So; #Number of Deal that where moved to a certain pipeline stage, each month.So for Example: January - 5 deals were moved to stage BFebruari - 3 deals were moved to stage BMarch - 7 deals were moved to stage B If a deal is moved to stage B in Februari, and is still there in March we want that deal to give 1 value in February, and 0 value in March. And if a deal is moved to the stage in March, and moved to next stage in April, the report should still get a 1 value in March.   

Hi. I want to show all tickets in the system for each day of the last week.  My question is what date field do I use?  I just count tickets but what date - not updated etc 

Hi I want to produce a KPI report but I want  to restrict it (filter) it to the person that is logged in to that session so they only see their own details.   Or is easier set a filter with the default value in the filter to the person logged in  - so they can also see the other team members figures? Thanks  

Hi everyone~! I've set an explore report where I can see [All resolved tickets number per brand - Brand A]. However, the number shown there is not matched with the number shown in views(Brand A_KR & Brand A_EN). Why could this be?   Any input would be appreciated so much~!

Hello,  I am not a big fan of Zendesk explorer, I believe it's too static and difficult to work with. What alternatives are there to this? In a previous company, we use to export via zendesk API to a BI platform (company-wide) called "metabase". For non-zendesk explorer users, what are you guys using currently to pull reports? Excel? Power BI? Is there any free tools that you can suggest? Thank you

Hi, everyone! Your input is indeed highly highly appreciated!! I've got a question about ticket filed value. I wanted to create depths in the dropdown. So I have set ticket dropdown lists as below.account_relatedaccount_related::account_recoveryaccount_related::account_hacked [As is]Account related> 1) Account related <- I still see this in the dropdown.> 2) Account Recovery> 3) Hacked Account   [To be]Account related > 1) Account Recovery> 2) Hacked Account [Question]How can I get rid of [Account related] part after choosing "Account related" for the first time?   Thank you everyone in advance~!

I'm working on a report that would allow us to show requesters with <= 4 tickets with the same request type. I've tried using IF ([Ticket tags]="ticket_type_1")<=4 THEN "Follow Up" ENDIF and IF ([field name]="field_tag")<=4 THEN "Follow Up" ENDIF and calculating it on requester id. However, I'm not getting any results this way. Ideally, I'll be able to build this out with ELIF to include all the field tags under the field.  IF ([Ticket tags]="ticket_type_1")<=4 THEN "Follow Up" ELIF ([Ticket tags]="ticket_type_2")<=4 THEN "Follow Up" etc. 

I need to make a report based on the below can anyone help,when a ticket is handled by an agent but then re-assigned to another agent in the same group, the report needs to show each agent and how many tickets were reassigned all I can find are reports about re-assigning to another group and this doesn't helpthanks in advance

I have a simple goal, I want to show (as a KPI) a total count of unanswered calls, but exclude calls with Call Wait Time less than 10 seconds. This would simply show calls that my agents actually missed and not spam callers that hang up after the phone rings for 1 second. I've tried creating a calculated Metric and Attribute using the following formula: IF (AVG(Call wait time (sec))<10) THEN "0" ELSE "1" ENDIF This seems to work as a metric, but I can't filter with it, I can only show it as an additional column in a spreadsheet. Any time I use it as a calculated attribute, it only shows "1" as an option to filter by, because it is taking the Average (or sum, or median) wait time of all calls. Is there any way to filter this way? I found an article that shows how to display an attribute like this, but not another metric (ie. D_Count (Calls)) here https://support.zendesk.com/hc/en-us/articles/4408838560922-Using-the-IF-THEN-ELSE-function. Has anyone found a way to do this without manu

Hi.  When we run reports on solved tickets by agent, we noticed a ticket doesn't count if the customer closes it instead of the agent. This has caused issues because some agents put a ticket in pending awaiting confirmation from the customer that the issue is resolved.  If the customer then marks it solved, the agent doesn't get credit for the resolution.Does anyone have a report that can include tickets assigned to an agent that the agent solves along with those the agent solves?  Thanks!

hello,  I need to make a dashboard to include rolling reportsI need the below based on tickets solved per assignee  day by day rolling week by weekmonth by monthquarter by quarter 

Hi, I need to create a report showing when a ticket has changed a value in a custom field from any other value to a specific value.I.e Ticket 12345678Enquiry status = Sales enquiry or Lost contact The value then changes to Enquiry status = Sales active I need to build a report that shows for the last 14 days how many tickets moved to 'Sales active' from any other value.The team want to know I.e: Monday: 25 tickets moved to Sales activeTuesday: 26Wednesday: 30Etc... I've tried several ways to do it and I can't seem to figure it outThank you very much in advance for any help given

I'm trying to create a report that separates tickets solved into two rows: Assignee Name equals Null, and Assignee Name does not equal Null. I have a report with the metric set to 'Count(Tickets)' and the columns counting 'Ticket Solved - Week of Year (filtered to only 2022)'. I created a custom attribute that I figured should give me the two results I'm looking for. It reads:IF ([Assignee name]="Null") THEN "True" ELSE "False" ENDIFWhen I use this attribute in my columns, I can select the two options - which are Null and False - but the result is just a single bar counting every solved ticket for the given week, instead of two bars, one for Null and one for False. Can anyone point me to what I'm doing wrong here?

Hello, Is it possible to create a report to showcase the highest priority during the lifetime of the ticket?

Hi! I am trying to display the AVG first reply time in my dashboard (like it used to be displayed before the update). I have created a report with AVG(First reply time(hrs)) and added it to the Dashboard. I want to apply a filter on the tab where I will display this result, the tab will also include more information about the tickets depending on this first contact ticket. Should I use the time filter in my dashboard on "Time created" or "Time solved"? I get quite a different result depending on that. Thank you for your help!

I am using Explorer lite version, and was wondering if this is why i cannot filter or see the field option date\time the ticket request was created.     

I am looking to build a report that places all the active end-users who have created tickets into buckets of: __% of them have 1-10 tickets __% of them have 11-20 tickets __% of them have 21-30, etc. I was looking at this post and tried to modify it to show the above data, but the numbers I'm getting back do not seem accurate as I ended up with 49% have Over 101 tickets. Below is the attribute calculation I created SWITCH ATTRIBUTE_ADD(COUNT(Tickets),[Requester ID]){    Case 1:"01 - 10 Tickets"    Case 2:"11 - 20 Tickets"    Case 3:"21 - 30 Tickets"    Case 4:"31 - 40 Tickets"    Case 5:"41 - 50 Tickets"    Case 6:"51 - 60 Tickets"    Case 7:"61 - 70 Tickets"    Case 8:"71 - 80 Tickets"    Case 9:"81 - 90 Tickets"    Case 10:"91 - 100 Tickets"    DEFAULT: "Over 101 Tickets"}

Hi, I was asked to post this here. When I look at Chat Concurrency for a specific day and hour, I see 5 agents displayed with a chat concurrency result (Min if it matters, the results are the same no matter what calculation type I used though). There was 15 agents online and available on chat at the time. Why do I not see every agent who was online and available during the hour I am viewing for concurrency? I have screenshots from that same hour proving there was more online, available agents than the names listed. 

I am trying to build a report that pulls the time and date when a specific ticket field was updated. 

Greetings, I am a new Zendesk user and I was wondering if I could use Zendesk on my website to monitor all users who browse my website, where they are at any time before they reach out to support and write them a message if I wish before they contact the support. Thank you for your time,Electric Blue

Hi all!  Today I would like to share my vision of the ideal KPI system for your customer support. I was inspired to write this post by one question in the amazing Support Driven community (I suggest everyone to join it if you have not yet).  Yeah, you should now think that it might sound too pretentious to pretend for something ideal in our modern world. But let me explain why I think the proposed KPI system can be titled as an ideal one. Once I set the criteria of being ideal I can name the thing ideal, can't I? :)  What makes the ideal KPI system Any customer support manager is challenged to manage the customer support team and systems efficiently and with less internal frictions. The KPI system is a managerial tool to govern and monitor the process in an organized way.  So what makes the ideal KPI system? I would name the next 3 criteria: It is balanced. The ideal KPI system should have not too many but enough indicators which are related and dependent on each

Is there any way I can keep track of positive and negative votes of articles?It is still a bit confusing for me how it is calculated even though I have seen the article that explains it.For example, I have an article that says:96 of 393 people found it helpful.In Zendesk Explore it shows me -200 as avg(vote) not even a sum or count.How can I calculate the amount of positive and negative votes even if manually?