Analytics

Hi! We would like to know if the metric "Internal Comments" in Explore is using Read Receipts for the count.  We use the metric in one of our reports, and the Internal Comments are higher than what we believe our agents are using the internal note function. Since Read Receipts are shown in the same way as an internal comment, we wondered if they are counted by the metric. To add additional info, end-user replies are coming in as public comments.   I found the following information, but I wasn't able to figure out if Read Receipts would be part of it.  The number of internal comments on tickets. IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Update ID] ENDIF   Thanks in advance for the help! Irene    

Hi all,Is there a way to calculate weighted average in queries in Tickets and Ticket updates datasets? Have been looking into a workaround but I don't seem to find any resources. Thanks! 

Hello Team, Is there any way to pull the internal notes as a column in a report? as well as the description of the tickets? 

I am trying to extract all created tickets from history with additional breakdowns in Zendesk Explore. Unfortunately the limit is reached and I am not able to do it.  Is there any solution to this problem?  

When reviewing certain metrics and SLAs with agents, depending on where they are located, their numbers will be much higher/lower and I'm wondering if there's a way to set business hours by agent. For example, I have a report for Next Reply Time. Our business hours are set to 5:00am - 6:00pm PST. If a customer replies to an agent at 5am, but the agent doesn't start their day until 8am and replies to the customer at 8:05am, the next reply time for that ticket is 3 hrs 5 mins. Ideally, it should only be calculated as 5 mins. Any ideas?

Hey guys, Please see my query and result below, it's only showing whole numbers for some reason. The custom fields are regex fields, is there a better way to calculate this?  

Hey guys,  So I've created a date diff query for capture the amount of days between a custom attribute which is the ticket created date vs their installation date:  IF (DATE_DIFF([Ticket created - Date],[Install date - Date],"nb_of_days")>30) THEN FALSE ELSE TRUE ENDIF It works well but it is also capturing negative numbers on the true part of the query when I drill in. Any ideas on how I can fix this?

Hello! I want to build a query that allows me to see a list of all ticket IDs that have breached a certain SLA policy. The data is there, it must be possible, but I can't work out the best way to format it so it appears in the way I'd like! Any help would be gratefully received. Thanks!

I want create a query for get average ticket created breakdown on Month, day and hour. This is the count I get Month,Day and hour wise, but I need a query to get it by average. Thank you 

Hello, I have a query that is using Ticket tags as the filter to return all tickets that are part of a unique project. In the event that a ticket was not tagged prior to being in a Closed state, which I am not finding a way to tag a ticket once it is in this state, is there a way to add Ticket ID as part of the query filter?  Based on my few iterations of testing, I'm unable to create a filter to return all tickets that have a ticket tag value AND a unique Ticket ID value. Thanks for the help! John

How do I determine the amount of time a voice call is placed on hold? Often agents place a call on hold while they look up information.

Hello, We are trying to create a query to calculate the number of pending status tickets at the end of each day. We have tried the backlog and ticket updates datasets, but nothing matches what we are looking for.

Hi Support, I need to track our Guide users (authenticated access) in order to view which articles are read by whom. At the moment, Google Analytics is not an option, and wonder if I can get the information for Explore reporting.   Thanks, Yoel

I am trying to create calculated metrics with the following two conditions. one for a specific ticket tag and the other is for the satisfaction rating with Good, but the data does not return the correct value. IF ([Ticket tags]="escalated"and [Ticket satisfaction rating]="Good") THEN [Ticket ID]ENDIF Is the metrics are set wrong in this case?

Some tickets are correctly assigned to a group, but when we check on Explore report, the group attribute is blank/Null. Most of these tickets have been assigned for more than 2 days, so I believe that is not an issue of dataset update time. Is there any suggestion to solve this problem?  

Hi all, We are trying to measure Tickets and Chats for our environment. We are running different queries to gather data (based on whether we need additional details, or just a simple count), however, we are noticing a difference when counting chats VS counting chat tickets.  Here's an example: Query 1:  Chats - D_Count , basic default query. sorted by channels (Chat, API, Mobile/Mobile SDK) IF ([Chat type - Unsorted]!="Offline Message") THEN [Chat ID]ENDIF     Results in 224 chats on a given period Query 2: Tickets - D_Count , basic default query, sorted by channels (Chat, API, Mobile/Mobile SDK) [Ticket ID]Results in 233 chat tickets on the same given period We are trying to understand where is the difference coming from - Any hints greatly appreciated.  Thanks!

Hi, I am trying to configure metric to track SL for tickets solved in first 12 hours. With "Tickets" dataset it works correctly by comparing the value of Full Resolution Time with time period. The problem here is that I need to exclude 2 events which are counted in Full Resolution Time: 1. Ticket can be placed into pending state and without customer's reply can be automatically solved: New > Open > Pending > Solved. For such tickets I need to calculate Full Resolution Time not between New and Solved, but between New and Pending. I know that I can exclude "Time in pending", but this will not work for tickets like New > Open > Pending > Open > Pending > Solved I tried to calculate time between pending and solved states using Ticket Updates dataset like: IF ([Changes - Field name] = "status" AND [Changes - Previous value] ="pending" AND [Changes - New value] ="solved")THEN VALUE(Field changes time (min))ENDIF but it does not work correctly for tickets with several

Hello, I would like to know how to configure Explore query to get report like; Total count and spent times for closed tickets within "over time periods" (which configured by user ticket field)   by each months and this year, and compare to last year. Thank you

Please let me know that How to get Reports Create and Edit access in zendesk. Thank you  

    My requirement is I wish to see total number of tickets, New ,Open ,Pending ,Onhold  for a group in particular time span, But when I select the time filter, it is not replicating. However All history option is working.Applying the filter on created time of the ticket doesn't meet the requirement, it only shows the data of created ticket on that time span. But I want all the tickets status in that time span for a group residing in the queue. Could you help  through this

Hello! I'm reporting on averages for our team, but the option to report on Average ticket updated w/comment isn't available. Is there any reason for it? And does anyone have any workaround for this? So far I've been able to report on average created and average solved, but getting the average of tickets updated with a comment would be very relevant for our team.   Thankful for your answers!

I need to check on a table the tickets created by an agent in a specific date (ticket sent by agent's initiative), but is not working. I created queries with different metrics (tickets sent by agent/tickets created/tickets solved etc etc...) with agent and date filter, but the tickets are not showing when i check the result in detail.   What i am doing wrong?! thanks

Hi all !I want to know if something is possible or not in Zendesk Explore.I have a drop down ticket field.I want to create a date metric in Zendesk that will give the update date of the ticket field for a specific value.For example :for the ticket field "Order status", I want to know the date when the value "Validated" have been selected.It's important for me to have a date metric because I will then calculate the average time between two actions after that.For Example :DATE_DIFF([Order Validated - Date],[Start date - Date],"nb_of_days")Is it possible ? if yes, any tips on how to do that ?

I have a dashboard with more than one tab in Explore. On a tab I have a widget that displays a graph I need to move that widget to one of the other tabs on the same dashboard. I can see a 'copy' option in the widget menu but there is no corresponding paste option anywhere that I can see. I don't want to recreate the widget all over again because there was a lot of configuration to get it working. Thanks  

Hi,  I would like to know if it's possible to create a metric or an attribute that can display the informations about the ticket at his creation before any update ?  for exemple i would like to know if the ticket was created first with a High priority. right know i can't find this information because zendesk give me the last update status and if the priority was downgrade I can only see the new priority. Hope I am clear,  thank you for you're help !  Alexandre