Analytics

There is no way to report on how long a customer waits for an agent when they are using messaging. First reply time in the support dashboard doesn't work and there are none of the chat metrics available. How can I find out how long customers wait for that first response? It's a key metric for a live channel.

I'm trying to create a report that shows the number of times an agent updates a custom field from "NULL" to a new value.

I'm having trouble finding documentation on the Explore formula error "085f951c". Error message below: The set of calculations isn’t valid. The calculated measure "COUNT(reassignedtickets-e0a3c35608-copy)" references "[tickets_id]" which is as an unknown metric.  I'm trying to find the reassignment rate for different forms using a calculated metric with the following formula: COUNT(Reassigned tickets)  / COUNT(Tickets) I selected both metrics when creating the formula, so I'm unclear why it's indicating that "[tickets_id] is unknown - but also I'm sure why the error references a metric that isn't in the formula above.      

Hi all, Is there a way to get the ticket reference number from Explore?

I needed to generate reports for multiple customers containing a list of open tickets and export it to Excel to share with them. Such a list needs to have a ticket number (ID) field, but also a link to the ticket so that the customer can open it in our help center by clicking on the link. In my Explore dashboard I have a query that can be drilled in I created the text ticket field (Ticket URL) in Support Suite, which is getting populated by a trigger at the ticket creation. The following text is placed in the field by the trigger: https://userdomain.zendesk.com/agent/tickets/{{ticket.id}}. When using my 'Ticket URL' field in a view in Support Suite and exporting such view to csv, this works well. Even though the view shows exact string (https://...../{{ticket.id}}, the placeholder "{{ticket.id}}" is getting replaced by the ticket number during export, and the links work perfectly well in the Excell cells. However, when I use the "drill-in" feature in the Explore for the same ticket f

Hi! I need help with a custom report that I'm building in Explore. I want to calculate the average time tickets are in Open status.  This is the formula I created, but it's pulling the wrong numbers. VALUE(Requester wait time (min))-VALUE(On-hold time (min))-VALUE(First reply time (min))/60 Any idea what I'm doing wrong here? Thank you! 

The Last Assignment to Resolution time returns bad results. The line highlighted is an outbound ticket, assigned to the agent who made it, and was solved the same day. The report says nobody was assigned to it, and it was solved -1 days before it was assigned. Is this a known issue? 

I would like to track URLs that are being used to our form page. Specifically, I would like to see traffic with specific form parameters (ie attrition/bounce when heading to a specific form). Can this be tracked using Explore or do I need an integration with Google Analytics or some other third-party software?

Hi, I'm trying to report on a field. It was made in 2014, as was an identical field with the same name. These fields are used on two different forms, I do not want to alter the fields in any way if it can be avoided. I do however, want to report on one of them. But when I try to write a formula like this:  IF [Example Field] = NULLThen "No Value"ELIF [Example Field] != NULL"Value present"ENDIF The problem is, it is picking the wrong field called "Example Field", that isn't even on the form I'm trying to report on. Is there any way to use the custom field number or something to force it to use the right one?

Hello, I created a ticket a while ago, but the agent in charge did not read or did not understand what I was saying. I have heard nothing back from him for almost 2 months. I created a follow-up ticket, which was closed with no answer whatsoever. This doesn’t sound like the kind of support that a company like Zendesk should be offering, and I’m very dissatisfied (not just “unsatisfied”). So, to explain again from the start: We previously had all our reports in Insights, which has been replaced with Zendesk Explore in February, having to rebuild all our reports from scratch (not happy about that either!). One of those reports was the Satisfaction tab, where I was able to view (and download) the ratings and comments that our customers left to our support agents. Sometimes, our customers edited the ratings and the comments (for example, changed the Bad rating of a ticket to Good, and added a new comment). I was able to see all of these changes in the dashboard and in the CSV files I

Hi How do I configure a manager to see his staffs workload etc via the Dashboard??? Can you do a live view of things from his dashboard? Many thanks Darren

I want to report on First reply time for custom business hours, meaning not the global 8-17 we have set but a slightly more narrow interval (8.30 – 15.30 Monday to Thursday, Friday 9.00 - 15.00) . Is it possible to create a metric like this in Explore? 

How can I generate a report that shows how long a case was sitting/waiting before responded to by any agent? 

Hi, I'm hoping to be able to report on numbers of a certain ticket type. I.e in the image below, the ticket types we use are: Purchase/Account issue Sales Query Technical Support     Ideally we could filter it under ticket brand:   I am relatively new to using ZenDesk so any guidance would be appreciated Kind regards David

Hi, I am trying to figure out how to create a report which shows which URL's or pages answer bot was engaged From a users perspective it would be when I was on X page I started to talk to the answer bot. I need to know which page it was and how often people start using the answer bot on that page. Could anyone help please help me with the query?All the best 

Hey there, I have recently set up our Zendesk account. In the "Ticket Type" custom field, I have updated the fields based on the incident management practice followed across the globe. Instead of the fields provided by Zendesk. However, when I go to my Explore reports, I still see the earlier fields i.e, Problem, Task, etc. How do I fix this? PFA the screenshot for your reference, as well. Respect,Rahul Singh

Hello, I'm trying to see the total amount of time spent on a calls for each given call reason. The call reason is calculated using the tags on the call. When calculating the total number of calls for each call reason, I can see a chart with each call reason showing the total number of calls for that reason as a bar next to it. However, when I change the metric from SUM of D_Count([Inbound Calls]) to my custom metric (SUM of INTEGER([Call Duration]), instead of showing the total duration by reason, it shows the total duration for all reasons next to each reason. Oddly enough, when I exclude reasons in the column section or through filtering, the total on all sections updates to exclude the given reason duration total. How do I go about showing only the duration time for each specific reason rather than the total for all reasons on each bar?  

How can I locate the data needed to measure response time within 1min? I have run the report for average response time, however, I am not getting a granular result. I am only seeing that it is either 1min or 0min.  How can I create a report to locate the response time in seconds? Also an average of response time within 1min for the team?

Hi there, I am trying to create a report in explore to export. However I need to include the first email (the actual contact) as a field that I can export also. I have experiencing using Microsoft dynamics in which I would extract all raw data and have the first mail message contents though I am struggling to see how this is possible in Zendesk. Can anyone help me? Thank you

How can I just calculate the 1st reply time on a monthly basis? So taking the 1st day of the month aúntil the end.>0-1 hrs>1-8>8-24>24

Our managers would like the ability to view the text content of public comments sent by Agents in a table. Is this possible? I can only find ways to aggregate comment totals. We want to see the actual communication within those comments. I looked around and have not found an answer to my question.

Hello Community, I have a bunch of tickets i'd like to report on but only for specifically when a custom field is updated this week.    I can't report based on ticket updated this week as many departments comment on the same ticket.  I also cant report on ticket created/solved date as these can be weeks before/after the specific field is updated.   So essentially i'd imagine there is some sort of formula that could say IF *Custom field* is updated this week then then show ticket ID?   Any help will be appreciated and if the solution works feel free to leave your Tip-jar/Paypal and i'll send you a Tip :)

Hello Community   I'm trying to build an explore query that filters based on this week and last week for a specific field being updated.   Is there a way I change this query to filter more accurately based on tickets update this week and a duplicate report to filter based on last week.    The last week should be easy as I can keep it as it is but how can I filter tickets updated this week without having to manually change it each week?  

Hello Team, I've found a strange bug when I try to filter my results down further, the SUM on the end column is calculating the numbers fine with the current query:    However when I try to filter my results down further by adding an updater tag I then get these numbers which make no sense: The Metric path calculating i'm using is this: Each sum path looks like this:   Any other filter I add on doesn't do this to the numbers including updater name etc only updater tag.

Hello Team I have some standard calculated attributes like below:  However I need to calculate total of the hours worked rows to summarise all the hours worked by the engineers on each ticket. So for example one ticket may have 4 active engineers with 4 sets of hours and i'd need the total to appear as a separate column at the end.    They are standard calculated attributes as It was hard to add them in the correct order as metrics and the ticket fields are also numeric.    Attribute is calculated like below: