Analytics

Hi there! I need to have a report in which I can see the total volume of tickets by status on a given day. So, if I have 20 new tickets per day and all of them are being solved, I would have: 1st day: 20 new 0 solved 2nd day: 20 new 20 solved 3rd day: 20 new 40 solved Here is an inspiration for this: https://confluence.atlassian.com/jirasoftwarecloud/cumulative-flow-diagram-777002689.html I would be very grateful if someone could point me in the right direction. Thank you!  

I'm sure it's something I did but I can't figure it out!  Why is there an extra space on certain KPI reports and not others (see orange text compared to purple)?  The settings are the same. Thanks is advance for any guidance!

Hi Is it possible to report on agents login time and login periods within Explore? From my understanding this information like this is only accessible within Audits. however I cannot find this information within Audits either.   

I'm new to Explore and can't seem to display the metrics I need. I am trying to simply show the length of time since the Customer who logged a ticket was sent an update on a ticket, so not first response time, just the last time they were updated (as some tickets go back and forth with customers). I don't want the last activity on a ticket, as this would include internal comments, so in effect want to show the length of time since the last public reply was sent to the customer. I can't seem to find a way to do this, is this possible? Thanks 

Hi there, I'm working on a clone of Zendesk Support dashboard and I'm wondering if there is a way to change the default time filter, which is set to 30 days backwards. Thanks

Hey,   I am using the Zendesk Tickets dataset.  How can I create the average and median number of tickets created per hour metrics?   Thank you,   Chen    

I've been editing a dashboard and it takes a significant amount of time to move, copy, components around. Other dashboard and live query-building tools allow for temporarily suspending or limiting calculations to smaller data sets while making edits to the reporting. Is there a way to do this in Explore?

For our SLA reports, we need to calculate the uptime/downtime of our system in percentage. Basically this means: The system uptime is 24h, as long there is no ticket open. When a ticket gets created, this reduces the uptime until the ticket gets solved.   I couldnt find anything helpful metric in Zendesk explore. I thought of calculating with the full resolution time. The problem is, when there are multiple open tickets at a time, how can I avoid that these affect the uptime more than once?          

A custom field shows inconsistent results in a query. Here is the source: Here is the result in the query: Why does A. show "false" and A.F. show nothing? Based upon the source, should not A.F. show "false", too?

The two calculations that make up this field are simple count-If functions. Why can i not add them together. The calc'd field is accepted but wont show on the viz.... thoughts? 

Hi Zendesk team. I need your help. I'm currently trying to make a First Reply Time (FRT) report with details for each agent.I originally added in the Rows section the Assignee Name. However it is not valid. An example as in ticket 3509.The ticket goes to [CS] Annisa's FRT Report. However, if you look at the ticket, the first to reply is [CS] Umi. It's true that the assignee on the ticket is [CS] Annisa, but I need valid data based on the appropriate agent doing the FRT, not based on the assignee on the ticket. please help.  

I am not able to figure out if I'm doing something wrong, if there's an issue with my instance, or something inherent to the Explore Dashboard tools. In particular, when I multi-select a few dashboard elements, and I want to perform either a copy & paste or delete, I'm getting inconsistent results. When I copy & paste between tabs, generally I only get 1 of the elements (sometimes I don't get any), and it seems to place it randomly on the new tab. When I delete multiple items, the screen turns black, a delete confirmation pops, I confirm, the screen reloads and nothing has changed. Does this match anyone else's experience, and have you been able to resolve the issue? Is there a better way for editing elements in bulk? I have an operational overview dashboard with tabs for each of the 10 groups. Is this the result of overloading the dashboard? I'm pulling data only from one dataset.

When I clone the default Support dashboard, and look at the properties of the time filter, it indicates that it is applied against the ticket solved AND ticket created fields. Is this a statement that it's all tickets solved OR created within the range, or tickets solved AND created? In the OR case, this seems to make sense, but in testing it looks like the filter is being expressed as the AND case. If that is correct, that data reflected in the widgets/queries is only for tickets both created AND solved within the range, is there a specific value or meaning or story to this logic window? (ie Solve date could be described as 'What we worked on' and create date could be described as 'What we're working on'.) From here, why are different data points excluded in the default simple queries? Like, I apply the AND filter above, but the for the Tickets Created, it excludes solve date, which is a component of the date filter; the same with the unsolved tickets, but it's excluding solve date. I

I'd like to show what percent of tickets are resolved within a specific time-frame. In this case, my service level agreements are 95% within 72 hours. How can I create a report which shows the data in this way? Thank you. 

Hi,  I need some assistance. I need to create a report to show how active one of my agents is being day to day, and to show where they updated a ticket (But might not be the owner anymore).  Any ideas?   

Hi guys! I am creating a metric, that should display ticket updates according to 2 fields changes: status and customer request type. Is it possible? If yes, what is wrong with my formula: IF ([Changes - Field name] = "Customer request type"AND [Changes - Previous value] != [Changes - New value])AND ([Changes - Field name] = "status" and [Changes - New value] != "solved")THEN [Update ID]ENDIF

Hi all,  my predecessor created a custom "count" metric, which should only include tickets with specific tags. Looks like this: IF (INCLUDES_ANY([Ticket – Tags], "%tag1", "tag2","tag3","%tag4",)) THEN [Ticket-ID] ENDIF  My question now is, what does this percent symbol (%) mean?

I need to create a calculated metric for all open tickets without an assignee but I am struggling with this can anyone help? I have tried some simple things like [Assignee name] = "NULL"  

I came from a different reporting solution which allowed me to show agent comment activity over a work day. It looked something like this: This was crucial for monitoring agent performance remotely. Now that I'm using Zendesk, I cannot seem to find a way to do this using Explore.Am I missing something?Sorry if this was a silly question.  

I created a Row in a Query (report) using Explore for "Ticket type". However, the data in this field is showing up differently from what shows inside the ticket.  Here is what my report looks like. Note that "Ticket type" is showing as "Incident"     But in that same ticket the "Ticket Type" is showing "Change". How can I get the report to match the true ticket type that is showing inside the ticket? Thanks for your help!

We built a simple query based on the [default] Tickets Created By Date query. In columns we are using "ticket created - month". Our team wants to add date markers for certain product releases or notable events on top of the chart, so we can track how those events impacted volume. We've chatted with Zendesk Explore support, but they aren't sure. Any workarounds? Thanks!

Hello zendesk team,  I have an EDITOR profil and a colleague is an ADMIN. I shared him an EXPLORE  dashboard and he can't update the queries in it. and I have the same issue with his dashboard. We tried to investigate by ourself and we noticed that we used some dataset that we don't share for those queries.And he doesn't  seem to be able to share this dataset with me... Have you any idea about this issue and have you any idea of how we can resolve it ?  Thanks for your time and for helping us.  regards,  Alexandre

I have "Agent wait time (mins)"  in ticket dataset and "Pending status time (mins)" in Update History dataset.By definition:Pending status time (min): The time in minutes that tickets were in the Pending status. Agent wait time (min): The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. Which is the best metric to calculate Resolution time ==> SLA. Should it be Resolution time - Agent wait time or Resolution time - pending status time? Any clear meaning of why there are two metrics with same definition in two different dataset?

Good Afternoon everyone. I hope someone can assist. I am trying to generate an Explore report that shows me the time that it shows me how long it took the person with the most recent action on the ticket to complete the action. But not based on Assignee.An example. Dave sent a reply to a customer on a ticket assigned to Barry. I would like to know see how long it took for Dave to send his reply to this ticket. I have been able to find reports based on Assignee but not based on the person who actioned the ticket. Thank you in advance of any help given. 

For the last two months, my "First and Full resolution time median" (both Feb and March) is showing over 96. hours!  My previous months are 8 hours or less.  Is this a bug?