Analytics

Hi, Some tickets are escalated using a checkbox in our ticket fields. I would like to run a report where I can see for each month, how many tickets were updated, that initially did NOT have the checkbox ticked, but were submitted WITH the checkbox ticked. This needs to be deduplicated, i.e. a ticket that was submitted now with the checkbox ticked, and updated again 10x that month while having the checkbox still on, should only be counted as 1. Could somebody help me how to set this up in Explore? 

Hi There! I'm currently trying to build out a query that will tell me what hour of the day we have the most breached SLA tickets. I'm using the SLA dataset and using the breached SLA ticket metric but I'm not able to categories these tickets by what hour of the day they were breached. Is this possible? Thanks!

I have a requirement where I need to create a report that will show me the average time to resolve 90% of incident tickets after a checkbox has been checked.  The event timeline would read = ticket is created > ticket is marked as incident > checkbox is checked > ticket is resolved.  I have already created an attribute that is able to calculate the resolution time between the checkbox being checked and the ticket being resolved. However, I am unsure how to progress to get an average resolution time from this attribute.  Any help would be greatly appreciated! Attribute code to get the checkbox timestamp IF ([Changes - Field name]="Root Cause Analysis ")AND(([Changes - Previous value]="0") OR([Changes - Previous value]=NULL))AND([Changes - New value]="1")THEN[Update - Timestamp]ENDIF Attribute code to get the resolution time in days ROUND(DATE_DIFF([Ticket solved - Timestamp],[Root Cause Analysis Time],"nb_of_days"))

Hello Can someone confirm if we delete a ticket from the main queue, will the numbers in the reporting be affected? Or the report will still show the original number of the tickets created?   

Hi, I wondered if anyone had some tips on explore reporting. We have some of our tickets that customers have replied to which agents may have missed and I would like to be able to track these to follow up on. I cannot just look at open tickets as we have multiple open tickets in which the agents are the last responder and are waiting for another team to action.  

Okay, I have a question does the report measures the data after business hours as well? Like if an update is given by a customer after business hours?  

Zendesk Support has a default dashboard which shows the current number of Open and New tickets for my groups.  I have been trying to find a way to show this value over time so I can monitor the overall workload on my teams during the day.  Does anyone know how you can report on this value over time?

Hello, we recently ran in to an issue where agents are modifying the Requester on a ticket to a dummy user, marking the ticket as solved, and then reassigning the requester. I am trying to find a global events history log (Or something that will show the change of requester.) I know we can see it on a per ticket basis, but we can't search by the specific user since they are not on the ticket anymore. I've tried pulling the audit log, but it doesn't include the info, I've tried explore query with Ticket updates, Backlog tickets, and searching through recipes, but have had no luck. does anyone have any suggestions? we are trying to understand the scale of this. 

While the Week filters start on Monday, when I select the default "Last Week" It looks to be starting on Sun and ending on Saturday and is not able to be editted to Mon-Sun. Can this filter be editted for our company's instance of ZD?

Hi all,    I'm hoping someone could advise whether or not it's possible to see in a query running(or rolling) average of tickets created in the past 7 days for example.  Insights do have this feature and it's handy! We have migrated to Explore and now need to use this feature.  Thanks in advance 

Hello there,  I created a Dashboard in Explore, and I cannot change the size of the widget.  https://www.loom.com/share/a167b46380ab4acbb3be12de200e37c8?sharedAppSource=personal_library I tried to clone it and create a new one to do it again and still wasn't able to make it right.   

Hi all, I'm breaking my head how to get a report like this: Number of total organizations until and including a certain month Number of total tickets in that month. So, for example:in 2021 we've started with 90 organizations in Zendesk.January 2021 we've added 10 new organizations, which brings the total organizations to 100. We've had also received 100 tickets, so the average tickets per organization for January is 1 In February 2021 we've added another 10 new organizations, which brings the total organizations to 110. We've received 95 tickets, so the average tickets per organization for February is 0.86In march 2021 we've added 5 new organizations, which brings the total organizations to 115. We've received 105 tickets, so the average tickets per organization for February is 0.93And so on.With D_COUNT(Organisations) I can retrieve all organizations created in a certain month, but I'm having a hard time how to calculate this in relation to the total number of organizations. Any ti

I have a query that is displayed as a table. Among other data, the table displays: Ticket Created - Timestamp First Internal Comment - Timestamp (using the formula from here: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions#topic_hrb_wdy_5pb) SLA Time Minutes - A calculated attribute that is the difference between those dates SLA Met? - A calculated attribute that displays Yes or No depending on the value of the date difference My issue is, the table is displaying two rows for each ticket that has a First Internal Comment - Timestamp. In the first row, the First Internal Comment - Timestamp is blank.  In the second row, the First Internal Comment - Timestamp is displayed. I cannot just filter out rows with a blank First Internal Comment - Timestamp as there are tickets that legitimately do not have one. I have tried several solutions which included calculated metrics to make rows I do not want, to be unique and filter th

We have users asking what drill through fields they can use and unfortunately we are unable to provide a list as there is no option to see them all or export a blank template. How can this be done please? We are not looking for the ticket data just a template with drill through field names. 

Is there a way to filter a row in an Explore query to exclude items using a wildcard? Use case: We auto-create our Orgs from our customer system using an API. At the same time, we auto-create a default requester. That requester has "nouser" in the email address. I have a simple query that pulls orgs and requesters, but I want to exclude the "nouser" requesters. I can filter the field by paging through ALL the nouser(s) and selecting them, but it would be so much easier to use some kind of wildcard. Thank you,

Guide Analytics in Explore is still not up to date and there aren't any Explore articles on this. This post (https://support.zendesk.com/hc/en-us/community/posts/360030067274-Guide-Data-Analytics-in-Explore#comment-overview) was marked as completed, which is disappointing since it still isn't functional.  We need to be able to pull reports for articles with the highest votes, comments, views, etc. The default view is not sufficient and lacks date range, scheduled reports, etc.  Please have this corrected and update your training courses so everything is Explore compatible. Having Zendesk training courses that still talk about Insights are disheartening when we are trying to get the program we paid for to function. 

Would like to have a measure to filter out customer public comments. Use case is about 30-40%ish of tickets usually do not get a response from end users either because they are solved or whatever reason. I would like to filter these out of explore metric to more accurately measure agent touch tickets and get an overall more accurate metric to report on. 

Hello,  I would like to create a report that breaks down the backlog of tickets by the age of the ticket.   Example: Tickets are 3 days or less old Tickets are 4 -10 days old Tickets are 11 - 30 days old Tickets are are greater than 30 days old What I am wanting to do is monitor the backlog based on the above time frames to see what % of tickets are backlogged based on our monthly ticket volume. This will be done on agent level as well as a group.   I am not sure how to do this in the Calculations.  I am very new to reporting.  Thank you

I'm trying to track FCR and I'm trying to see how many responses are sent within a ticket. Is there a way to do this?

Hello there Zendesk Community!Using the following article I was able to create the due date delivery calculation in Explore: Explore recipe: Due date performance report (Thanks Zendesk team!)The results of due date delivery calculation show the number of days between due date and the ticket solved day. From the article there is also color formatting to show if the due date was met. I received a request to show a simple "yes" or "no" if the due date was met. After a bit of research, it seems like it would be best to create an additional calculation leveraging the IF THEN ELSE functions and the Due Date Delivery calculation created from the first article listed.I've created the following standard calculation but when added to a query no results are shown from the metric, it's simply blank on each row.I've tried using the "compute separately" option but that did not change the result. Thanks for taking a look! Any suggestions on how to make this work would be appreciat

I looked into this article and it mentions the occupancy rate and it is something that our team would like to track, however, I noticed that there is no preset query added to add this to Explore,It says: To calculate the occupancy rate for an individual customer service agent: Add up the total amount of time spent on ticket-related activities, also known as handling time (e.g., answering customer calls or resolving tickets)  Next, add up the total amount of time that the agent spent logged in (i.e., clocked in and ready to assist customers) Divide handling time by logged-in time, then multiply by 100 to get a percentage 1. I do have the metric for handling time2. to measure the time logged in, we will calculate based on 8 hours that the agent is clocked in. If someone could please help me out with how the formula for this should be, I am kinda stuck!

Hello,  I was wondering if you can assist or point me in the right direction. I am looking to tailor make a report that specifically gives me the data of all tickets categorised as per the issue reported. It is similar to what I have already on Zendesk that gives the data for classification and the organisation, but I would like it a bit more expanded.  Below screen shot is how I want the report to look like:  I have managed to create a draft report but the subject category does not always capture the synopsis of the ticket, aka the reported issue, and does not then assign the reported issue to a specific classification.  Please let me know if you need any more information.  Looking forward to your reply.  Many thanks in advance   

Hi All, I've been trying to figure out the total amount of time a ticket has spent with a field value of 'Stop' whilst in New/Open/Pending/On-Hold/Solved Statuses. So using the ticket - Updates dataset I've tried the following calculated metric IF ([Changes - Field name] = "Machine Progress") AND([Changes - Previous value] = "build") OR ([Changes - New value] = "stop")THEN VALUE(Field changes time (min)) ENDIF but that has only given me the number of minutes that the ticket is in this status until it is closed. (I need to stop counting this once the ticket has reached 'Solved')   Here are the ticket updates. I've tried looking at this from multiple angles and I'm not sure whether I'm not looking at the correct functions or maybe a missing some information. I've tried using DATE_DIFF functions but I'm unsure that this would allow me to capture the total time as this value can change multiple times throughout the Lifecyle of a ticket. (this and the results appear on differing rows

Hi Zendesk: We created one new Custom Field named Risk Case Priority. Agents should select different priority when they are handling the tickets. We want to monitor the timespan between the tickets created and the tickets are changed from null to Priority 0 or 1. I tried to use different functions like [Field change time] or DATE_DIFF, but got wrong result The result is sum of total mins on the tickets. I only need one period of time. IF ([Changes - Field name]="Risk Case Priority" AND ([Changes - Previous value]=NULL OR [Changes - Previous value]=""))THENDATE_DIFF(DATE_FIRST([Ticket updated - Timestamp]), [Ticket created - Timestamp], "nb_of_minutes")ENDIF And in real handling scenarios, the activity of selection of this specific field can happen in the first update, or second update or third update. What we need is to get the real timestamp. I can extract the data from API by ticket audits, but it will take long time to calculate the logic. That is why we need explore to do the job.

I would like to be able to see each agent + requester +ticket in one PDF with all the CSAT submitted. Is there a way to do this?