Analytics

Hi everyone,I’m trying to make my reports in Zendesk more accurate, but I keep running into issues with number formatting. For example, when I’m dealing with percentages or decimal values, I want them to show the right number of significant figures instead of rounding too much or too little.Has anyone found a good way (native or workaround) to control this in Explore dashboards or exports? I’d love to know if there’s a setting I’m missing, or if people just handle this outside of Zendesk with calculators/tools.Thanks in advance for any suggestions!

Hello, I created a search report and I'm seeing “Unknown search type” as the Search click type, in addition to “Article” and I'm not sure what it means. I search here for it and nothing is coming, so I'm asking the community. Does anyone know what “Unknown search type” means?  Additionally, why when this field shows Article is the searches 0? Does that mean that it was a successful search because clicked to view an article?  

In the Knowledge: Search Dataset, does “Agent Workspace” search channel refer to the Knowledge app (or previously known as Knowledge Capture app)?  I'm not finding any information on it when I search here. 

We lost the ability to export a individualy report from a dashboard in the new migrated dashboard. The export option is not showing on the widgets like before. 

I'm trying to create a side conversation email with attachments from an earlier step. I've tried passing both tokens from uploads as well as audit.event.attachment.ids.  In the documentation, JSON look like ""attachment_ids": ["s3-d2a3111e-26d9-4e1c-88b4-cf7c0649d81d"]. However I am unsure how or where to find that identifier: In the upload call, I get a token that looks like “9JKFuWB6keUmEciyMGqkcPGNe” In the ticket comment audit I get an integer that looks like "39944015826583" In an actual ticket, the file URL looks like “https://domain.zendesk.com/attachments/token/8f4pmH0EsE5utiGwwYlJ9rIlY/?name=file.txt” Also, based on the documentation, it looks like I would pass an array of strings. Is that correct?

Hi, In Explore, you can add live data components to your dashboard. For example, solved tickets are shown in the last 30 minutes. Could this same time frame be applied to CREATED TICKETS, regardless of their status has been changed to: new, solved, pending, ...? Is there a plan to include the number of tickets in the live panels as almost immediate information? Thank you for your assistance. Best regards 

I've recently added a number of Light Agents to our instance. Much to my surprise, these Light Agents show up in the “Assignee” data filter dropdown in both ZD stock dashboards and my custom dashboards. Light Agents can't be Assignee (first bullet item under Light agents can't… on Understanding and setting light agent permissions). So why are they cluttering up this dropdown?

How does a ticket get categorized as “backlog?” Is it any ticket open longer than X days, or it just any ticket open when the backlog reporting is run each day, regardless of how long it's been open? 

I built a simple report to track the number of times each month that 5 specific customers submit Zendesk tickets. I believe that if one of these customers was to submit zero tickets, then this customer would not show on the report. How can I design my report to ensure that if, for example, Customer E was to submit zero tickets in a month they would not be excluded from this report and would instead listed with a value of zero?

We're currently using On-Hold Time as our main metric when it comes to measuring how fast our internal teams are responding. Currently, the On-Hold Time metric counts the cumulative time a ticket has spent in the On-Hold status. We want to obtain the average difference in the intervals of the responses from our internal teams (through agent comments (either public or private)). How can we do this? Thank you for your support!

We are looking at our reopen % in hopes of decreasing it. To do this, we want to look at the individual agents and their own reopen %. In the tickets dataset, it attributes the reopened ticket to the person currently assigned. However, if the ticket reopened and another agent picked it up, this doesn't allow us to accurately see who solved the ticket first (and in theory, caused the reopen). Is there a more accurate way to look at reopened tickets based on who was assigned when it was reopened?

Hello Zendesk Community, I have been trying to get a metric that will show me how many Open tickets we had at the start of the day (8am) and how many were Open at the end of the day (11pm). Is this possible with the ‘Support - Tickets’ or ‘Support - Updates history’ datasets? Thank you!

I am curious as to why it seems to take 24 hours for records to appear in reports after they are input.  Additionally, when they do appear, some fields on some records are inexplicably missing.  Any info wouild be very helpful. Thank you.  

Recently, our team was looking for a way to show the time since an agent's activity within Zendesk (Support) for the current day. We weren't sure how to do this effectively, however we were able to piece together a report that shows exactly what we need! In this post, I'll go step by step on how we created the report:1. First, you are going to be working with the “Support - Updates History” dataset2. The “Update - Date” filter will automatically populate. The date can be set to whatever you like dependent on what data you're looking for, but for this specific example, we'll set it to “Today”. You'll also want to add another filter for “Updater role” and select the values “Agent” and “Admin” (unless your s

Hi! I want to create a query that shows an individual agent's tickets solved per day over a week vs. the average tickets solved by agent per day in the entire group. How do I get the "Average Tickets Solved by an Agent per Day" metric?

I'm trying to get median calculated and it's always returning me 0 as a result. I found out that I have lots of 0 values in my data and I'd like to filter those out of the median calculation? I can do that in SQL but I couldnt find a way to do that in explore. Is there a way to do it?

So I have a group of Problems in a report that are pre filtered to a specific product. The dashboard shows a table with Problem ID, Subject and incident count. I have a filter for time and a filter for subject. When I click the dropdown to filter by subject it shows all subjects in the entire database, I would like it to only show subjects from unsolved/closed problems and if possible only show subject options that are available in the current data set based on the time filter. So if there were no incidents created for a problem within that time frame that problem would be excluded from the list and subsequently that subject wouldn't be available in the subject filter. Is this possible? I have looked into standard calculated attributes but am unsure of how to accomplish what I am trying to with it, or if its even possible. Any help would be appreciated! 

Has anyone figured out a way to enter custom date groups/ranges? I'm looking to create some reports but with the financial year and quarter being used on the X axis but struggling. I've tried creating groups for the months, and naming them Q1, Q2... but the idea falls over because our financial quarters overlap the calendar years (2022 May 1st to 2023 April 30th). Kind regards,  

I've created a custom metric to calculate the AVERAGE 'tickets updated w/ comment' as described here:https://support.zendesk.com/hc/en-us/community/posts/4414259028378-How-to-report-on-Average-ticket-updated-w-commentHowever, average is not a good measure due to outliers (for example, some days only working on 5 tickets due to short work day).  I can't find any info on creating custom median metrics - so just want to confirm whether this is possible or not? 

We're actively trying to improve macro usage. Based on my reading here, especially https://support.zendesk.com/hc/en-us/community/posts/4409222613274-Tip-How-to-optimise-your-macros-usage-in-Zendesk and https://support.zendesk.com/hc/en-us/community/posts/4409222588698-Explore-report-on-macro-usage it seems like the best/only way to track Macro usage meaningfully is to edit our macros to ensure that each one adds a tag or tags indicating that a macro was used and/or which macro was used. Is it accurate to conclude that there's not another way to find tickets we have (or have not) used macros on, or to find macro usage by agent?

I have added a date filter, however, the daily reports that are being emailed to the team are for stats for the last 30 days.  I would like it to display yesterday's stats, however I don't see an option to edit the date filter.  In edit mode, when I click on the date filter, I only see 2 check boxes (Allow custom ranges and Allow rolling ranges).  There is also the list of the Link Filters, but no option to edit the default date.

I want to know how many tickets a group assigned to a different agent group. In our organization, we manually assign tickets to other agents. Is it possible to create a report, wherein, you can see, which agent (or agent group) assigned how many tickets, to which agent (or agent group) in your organization. I think this is the type of custom attribute that I would need to put in place, but I'm not sure how to fill each variable.IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIFThanks!

Hi, In our model, our first line team receive all inbound tickets and then escalate to various teams based on the issue. We have first reply time SLAs and metrics for the initial response from the first line team, but I also want to report on the performance of the team being escalated to - is this possible? I guess we'd need something like a timestamp of the first time it was assigned to Group X and then a timestamp of the first agent comment when assigned to Group X?

Hi Zendesk Community, We'd like to have a report that shows the Total % of End-Users who have submitted tickets in specific Regions against a specific team's ticket requests topics to determine if there is a region submitting a higher volume of tickets than others. To accomplish this, we'd like to add the End User count and % of total to the existing report we have for this team, but we'd like to exclude these columns from being included/filtered by our dashboard or report filters. Does anyone know if this is even possible? 

Dear all,  I’ve been trying to add some text in Explore (the dashboard) and link a specific term, like "Show 2 graphs not possible," to this URL: https://support.zendesk.com/hc/en-us/community/posts/4409222532506-Create-report-from-two-different-datasets. However, I noticed that the input field for the hyperlink pops up for a moment and then vanishes, which makes it impossible to link the text. It seems like there might be a bug going on. Could you share any feedback or perhaps some workarounds? Just so you know, I'm using the latest version of Chrome and the most up-to-date Windows operating system—if that helps at all!I’ve got a screen recording I’d love to share, but it seems I can only attach screenshots to my post. If that’s the case, it might be worth cons