Analytics

I have 4 custom ticket fields:Start Date - Date field.End Date - Date field.Start Time - Regex field with HH:MM format.End Time - Regex field with HH:MM format. I'm trying to calculate the time between the Start Date + Start Time and End Date + End Time. This is the formula I got so far. It works but the results are incorrect and I can't figure out why. DATE_DIFF(DATE_ADD([Start Date - Timestamp], "minute", NUMBER(SUBSTR([Start Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([Start Time (HH:MM)], 3, 5))), DATE_ADD([End Date - Timestamp], "minute", NUMBER(SUBSTR([End Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([End Time (HH:MM)], 3, 5))), "nb_of_minutes") Here is how it looks like if I use "minute" instead of "nb_of_minutes": Calculated Start Date: DATE_ADD([Start Date - Date], "minute", NUMBER(SUBSTR([Start Time (HH:MM)], 0, 2)) * 60 + NUMBER(SUBSTR([Start Time (HH:MM)], 3, 5))) Calculated End Date: DATE_ADD([End Date - Date], "minute", NUMBER(SUBSTR([End Time (HH:MM)], 0, 2)) * 60 + NUMBE

I am trying to figure out how to do an hourly chart showing a percentage of two running totals.The running totals are "incoming calls" and “Call wait time (sec)) <= 59”.  This gives us our SLA percentage. We want to be able to see the OVERALL SLA hourly in the chart, NOT the SLA for the hour segment. I have played with Result Path Calculations based on running total with no success.Paying for a custom formula is not going to happen as this type of formula should be able to be created within the report tools. I would appreciate any help or advice possible.

Currently messaging is lacking a lot of important metrics that were previously available to us before when using chat. This makes it a lot harder to track agent activity. As an example, while multiple agents can answer the same ticket, we can only track it to one person because only assignee is availble as a metric. Trying to use the updates dataset is also not helpfull because it seems the replies from agents are not saved to their names but under the system. We would like to be able to track individual replies by agents as well as things like response times, when the messages were sent and how many per ticket.

An app which gives admins a view of the submitted custom CSAT rating (e.g. 1-2, 1-3, 1-5) submitted for each ticket.  It includes trending over a period a table of all the tickets with a CSAT rating.  The article gives the prompt used to generate one version of this app.Problem StatementCurrently Zendesk Analytics (aka Explore) doesn't provide admins and agents the ability to view the submitted CSAT scaling rating at the ticket level. Only Good or Bad satisfaction ratings are provided. This app solves for this current gap in Zendesk Analytics. ScreenshotsPromptBuild a Zendesk Agent App that reports on our custom CSAT scale and fixes two loading/navigation bugs. The app must be clear, responsive, and easy for agents to use while handling tickets. Problem to solve (one sentence)Let agents and supervisors quickly view CSAT trends (custom 1–5 scale) and inspect survey details per ticket, with reliable ticket navigation and no API time errors.Primary users & context

Looking to get some assistance/pointers on how others are reporting on who actually created a ticket.  I have tried using this article however the submitter fields are not reporting on who generated the ticket.  For example there were three cases it said I created but I only re assigned the cases instead of generating them.  I can get partially there with the channel field but it doesn't give me the specificity I am looking for.  Thanks!

Oi, pessoal! Tudo bem?Estamos enfrentando um desafio na nossa operação e gostaríamos da ajuda de vocês.Precisamos acompanhar, de forma histórica, quantos agentes estavam online em cada hora do dia. Hoje usamos a visão em tempo real do Zendesk, que é ótima, mas queremos conseguir analisar esses dados olhando para o passado. O problema é que, quando um agente fica online, por exemplo, das 8h às 10h, ele só é contabilizado na hora em que mudou o estado para online (às 8h). Isso faz com que ele não apareça nas horas seguintes (9h e 10h), mesmo estando online. Com isso, não conseguimos ter uma visão precisa de quantos agentes estavam online em cada hora. Percebemos que os conjuntos de dados Agent State  têm limitações para esse tipo de análise, já que registram apenas as transições de estado e não o tempo total em cada estado por hora.  Seria muito valioso se o Zendesk pudesse oferecer uma solução para essa necessidade.Alguém já encontrou uma forma de fazer ess

Hey guys, I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than one metric. The metrics for the affected report are Tickets Solved and Public comments and the results are displayed by agent. In the Drill in table for each agent, the tickets are shown with a number in the relevant column. The numbers shown are correct. However, there are also other tickets displayed which have a zero in both columns, and have neither public replies, nor solved tickets. Most of these tickets actually have status changes by the relevant agent and I think they should be filtered out from the Drill in table, just as they are not shown in the report. I enabled drill in for a different report with just one metric and the issue was not present.   I have already contacted support with this (request #11465903) and was told that it is a limitation of Drill in as it does not have metric filtering capabilities, and I was advised to create a post here so

Currently, Explore provides great visibility into support metrics such as ticket volume, agent productivity, and SLAs. However, there’s a gap when it comes to understanding agent working hours and availability data directly within Explore.Our goal is to have employee information (e.g., working hours, shifts, and availability) accessible in Explore. This would allow us to: Generate reports on how many hours each agent works. Compare agent working hours with productivity metrics like handled tickets, replies, and resolution times. Gain a complete view of workforce efficiency without relying on external tools or manual data merges. Having a WFM dataset integrated into Explore would greatly enhance reporting accuracy and operational insights for support teams.

I need a report that can give me a “live”-view of SLA breaches the moment they happen. We use Talk, E-Mail and Chat. I attached a photo of what the report is supposed to look like. I have multiple issues with how it is currently set up: breaches are not shown immediately, but sometimes in hindsight, maybe once a ticket is closed? The % total fullfillment rate makes no sense - from my understanding it should be the average of the % fullfillment rates I can see for Chat, Talk and Mail.  I hope somone here might be able to help me set this up correctly, so we can see breaches when they happen and intervene asap.

Hi, I have created two calculated attributes in the "Support: Update history" dataset. The results are coming out just fine, the only issue is that the output is coming up in separate rows. I really want to create a report where every ticket accounts to only one row and all the default attributes plus the calculated attributes are shown in just one row. Expected output: Actual output:  

I see how tags can be used in reporting but its not quite what I'm looking for.. I have a set listing of tickets I'm looking at, but I want to know if they have a specific tag or not. My problem is if I include the tags column, it pulls all tags. My dilemma - I created a macro which adds this tag when we use the macro. However, I didn't give everyone access to this macro, and I don't want it being misused/reported improperly because people make mistakes.  I simply need a “does this tag exist on this ticket” option yes or no. 

Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore? I found how many times the ticket changes its state but was not able to find anything related to solve the above issue Thanks!  

Current BehaviorWhen an agent views a list of tickets in Zendesk Workspace using a View, they can select:Actions → Export as CSVZendesk then emails a download link. Clicking the link downloads a ZIP file that contains the CSV. Questions Is there a setting to disable the ZIP encapsulation and download the CSV file natively? If not, is there a more direct way to access a CSV export of the tickets in the View from within Support (not going to Explore etc.)?  

Is there a way to export a list of reports from Explore? Our reports have gotten away from us and we are trying to clean them up and create a dictionary type list of reports and their use. 

We would like to found out and display what percentage of our total tickets in a 90 day period are tagged with certain issue tags. Is there a recipe to show this?

In the Knowledge Base, I have mutliple tags and labels that I would like to narrow down my reports. How can I access these?  These tags/labels are different from what we have in Support Cases, I'm not interested in tickets, only articles. 

I want to be able to gather data on tickets by tag(groups)

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?