Analytics

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?

I am looking to create a report in explore showing the number of unsolved tickets assigned to an agent over time. How can this be created, and what metrics or attributes should be placed in the rows/columns for this to display?

Hi, Is there a way to run a report on how frequently a requestor sends a new request in via web form / email?. - Essentially I'm looking to find out how often a requestor emails us back after 1 month. Ideally this would be an average for the brand as a whole. I can't seem to find any way of getting this info. Thanks for any help.

We are currently using the Zendesk support ticket system. We have hired some freelance agents who charge by activity.  We currently only have the possibility to evaluate the total activity by time.  Since unnecessary activity is also counted, we would like to filter this out.  For example: opening and closing a ticket without answering the customer or assigning a ticket to another agent. Is there a way to track this?   

reporting question: We are an internal helpdesk and management has requested a listing of top requesters. We would like to look at this primarily by month but also potentially by week as well as year. Breakdown should include at minimum: requester name the ability to select the desired date range number of unique tickets created by the requester during date range ticket channel (We currently only use web, email, and SMS) Ability to save core report and just edit date ranges moving forward Open to recommendations on related information as I am still new to figuring out the available data.  Samples: Monthly (8/1/22 – 8/31/22) with ability to select date range Requestor Name Ticket channel Tickets created Tickets closed Jim Smith Email 5 4 Jim Smith Web 2 2 Betty Jones Email 4 4     Week (Monday – Sunday) with ability to select date range Requestor Name Ticket channel Tickets created Tickets closed Jim Smith Email

I'm trying to recreate a Metric that calculates the Changes time from the ticket was created IF ([Changes - Field name] ="Customer Profile" AND [Changes - New value] != "0" )THEN VALUE(Field changes time (min))  ENDIF this is my custom field

Hi Folks, I'm completely stumped on why I can't get values to return for this formula. It should return the first timestamp where an agent updated with a public comment: IF [Comment public] = TRUE and [Updater role] = "agent" ANDDATE_FIRST_FIX([Update - Timestamp], [Updater role],[Comment public])THEN[Update - Timestamp]ENDIF This consistently returns no values, no matter what I do. Am I missing something here? I even got it down to a single ticket with a clear correct date that should return, and it says there's no tickets. I have no filters that can be interfering: It's literally just a single ticket ID so that the results are nice and small. Why does this return no data when I add the custom attribute? 

Search tab under Guide reports in explore. Many search queries have an avg click-through rate which is above 100% ( I have many 133% and 116%) Not sure how that is possible and how is all this stuff calculated  I can provide a screenshot if necessary  

In the chat dataset, there's a great metric of 'engagements' which essentially shows the number of customers an agent spoke to (on chat) in a day. We feel this is a fairer metric overall than ticket solves since more than one agent can touch a ticket (or to put it another way, multiple agents can 'engage' with a customer on a single ticket). However, there isn't really an equivalent metric that I'm aware of for email interactions. The closest I can think of is the number of tickets with a public comment on a given day for each agent, but I'm not sure how to build such a report.  I know we can use the Update History dataset to count the number of total public comments per agent on a given day, but how can I build a report that only counts one public comment per ticket? Any advice is greatly appreciated!   End goal: Total number of customers an agent spoke to per day, by combining chat engagements and email 'engagements.' 

When exporting a report that has a column which is multi select field, when I export its separating each option selected into a new row for that same case. Therefore seeing multiple rows for the one case rather than one row but in that column listing all options selected.     

I have a view set up for one of our suppliers and want to be able to end them a list of all the unsolved queries on a weekly basis, but there isn't an option to schedule the csv download function. I have tried creating a similar 'view' using Explore but the metrics just aren't available for what I need - know that the metric needs to be a count of some kind, but I want to effectively create a table that lists the ticket ID by row and just includes the latest update date, the requested date and the subject, but using any of these as the column headers just makes a huge cumbersome table that doesn't really give me what I am looking for. Is it not possible to schedule the csv download of a view?

Hi there,  I would like to link two differents filters in my dashboard in order to make it looks "cleaner" and more user friendly.  I have a data filter on the differents ticket oraganizations name ( one organization = one country) and i have an other data filter with custom group for each world area ( America, Asia, Europe...) I was wondering if it's possible to create a link between the two : When an user select Europe for exemple is it posible for the second filter to display only the country that are in the custom group "Europe" ?  hope i'm clear :) Thanks for your help ! Regards Alexandre

I'm using Zendesk Explore, and I need to create a set of ~200 items. Specifically, I need to create a list of 200 tags that will regularly be shown on reports and hide ~200 more that should not be shown.  The challenge is that the set stops showing entries after 100 entries. Note the alphabetic list below stops at 100 at the letter 'E' (about 25% through the list).   I can create a standard Calculated field with a simple 'If/Then' statement like this one Is there any way to do something similar for creating a set? If so, I believe I know how to add all ~200 items I need into that single formula line and I would be all...set. Sorry, I couldn't help myself with the pun. Any other ideas also welcome.

Is it possible to select the time filter different than default (one month filter) for scheduled reports. Also, is it possible to configure the content of the reports if the xls or csv is selected as reporting format. For example, if my query is configured with "drill-in" feature, can I configure my scheduled report to contain "drill-in" data (or subset of it) rather than a simple xls table like The picture above is all that I get from the "satisfaction" report if I chose xls as reporting format.

Dear Zendesk Community, We are wondering how to show how many calls customers make on a period of time but it could be also how many tickets per customer on a range of time The goal is to understand if we answer right the first time or not.  We can easily do it for each customer as shown below but it doesn't look very good: Thanks for your help, I will publish the answer if we succeed!  

I cannot figure out how to create a report that will show the sum of a custom number field metric and only add tickets once not multiple time. The reports keep summing the same ticket ID multiple times so my sum is not accurate! In the photo - my calculated metric i am using to SUM is the last column - stops affected.

I found that the total Pending time can be measured by “Agent wait time“. Is it possible to measure only the first time Pending status? Finally, I would like to display the median of this value as a KPI. Thanks!

Morning folks, I need to create a report that compares the tickets created on the last month versus the tickets on the current month by working day. My report should me something like this: I'm using Weekdays as Workdays, so any ticket created on Saturdays and Sundays shouldn't be considered. Is there a way for me to do this?   

My company has different amounts that must be charged per hour worked. For example: a) work done between 8am and 6pm: hours costs X. B) work done between 6pm and 8am: hours costs y. I need a report where I will know how many hours were worked within my business hours and how many hours worked outside of business hours. Please, Help me!!

I am trying to create a report that shows time between a new ticket created to resolution (solved) for a specific group of people and categories. I want to calculate this time up to ticket status Solved and exclude time between Solved and Closed as we have a 30-day window between Solved and Closed, causing the numbers to be highly inflated.Is there a way to do this?

Hi, I am trying to report on Skipped Tickets / Tickets sent back to queue by agents, doing so with a calculated attribute to show where an agent has changed the Assignee ID from their own to 0. [Changes - Field name] = "Assignee ID"AND [Changes - Previous value] = [Updater ID]AND [Changes - New value] = 0 I receive the following error message: The calculated attribute "unassignedbyagent-7503211c98" references "Changes" which is as an unknown attribute. Adjust the calculation and try again. (Error code: 7f666e2e). Is there a way of calculating this?   Many thanks,   Bob

One of our support leaders wants to report on this metric they are referring to as "% Contacted 3 days" and the theoretical calculation of this would be: (Number of open workable tickets with proactive (outgoing) contact within 3 days / total open workable tickets)*100. In my head and in explore, i can theoretically count the tickets that have had a public reply from the agent, which would be easy. But would there be a way to then include "within 3 days"? and then add to the total percentage? I am not sure how the logic would work out here using the custom metric solution, any thoughts?

I haven't found any luck searching but I am looking for how to set up an Explore query to show me the number of tickets solved the same day they were created.  Any guidance on how to set this up?

I am going through the Customer Service metrics that matter and in the section:Number of replies (Number of replies is the number of times that an agent replied to the customer. This is an important metric because it’s a good indicator of customer satisfaction; it drops significantly after three interactions with the same customer. It may also indicate how well the agent is performing. In Zendesk Explore, you capture this metric using # Public Comments.)However, I cannot find any way of tracking how many touches are on a ticket or how to separate it end-user vs. agent touching it. We want to see which types of tickets are requiring more touches as it could be something we need to work on or an agent that isn't explaining things well. 

Hello, I'm currently looking into building queries to monitor ticket performance for my team, and I'm a little confused by some apparent disparities in query results. If you look at the two queries in dashboard below, one is set up to monitor response/resolution times, the second shows status times As you can see, there are significant differences in total times for resolution vs. total times for status, i'd have expected that status times added together would match resolution times given the ticket will have been in some kind of status until resolved. I've checked the queries and both of them are calculating by median, concern the same assignees, the same ticket group, and the same time period (7 days prior to today). These are the queries being used: Can anyone explain the differences I'm seeing please?