Analytics

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. 

Hello and good morning from a windy Sweden! We are in our first two months of using Zendesk for our Support team and are still very early in adopting it.  For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average.  Can anyone help guide me in the right direction?  All the best-Mattias

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, Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs. So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach. However, this is only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid.  I've searched the community and was surprised to see this doesn't appear to have come up before.   Many thanks!

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 setup requires otherwise. 3. For your metrics, you'll just want to add the “Updates” metric and make sure it's set to D_COUNT. In your rows section, you'll add the “Updater name” and “Update - Timestamp” attributes. 4. This will give you a table that looks something like

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?