Analytics

Hi All,  I want a report which will extract me only user defined tags and if tickets are not having user defined tags it should be returning not tagged.  My ticket tags looks something like below I want my output in below format   I tried filtering out the Ticket tag and doing check only for the user defined tags, but that way i miss the Tickets that dose not have user tags. Can anyone help on how to achieve this through explore and functions. Thanks

I'm trying to filter a query by a custom field but that custom field does not appear while other custom fields do.  Is there something I need to do to change that field to make it appear? I didn't see a difference between the ones that appear and the one that doesn't appear.  The other issue that I'm trying to figure out is that on one report I have the ticket ID but it's just the ID and not a clickable link to the ticket itself.  Is that possible?  Thank you!

I met this issue when i built one dashboard to show the trend of the time of Agent replying time. But I got minus value which is unreasonble. Can somebody help me?  

Hi I've been trying to create a report showing how many tickets have been escalated from Tier 2 to Tier 3 with no luck. So far I've tried by creating a custom metric as well as using the Group Reassignment metic but they are either not working or given me the wrong results. I'm using the Ticket Updates dataset.  My custom metric looks like this: IF ([Changes - Field name]="Group" AND [Changes - New value] = "Tier 3" AND [Changes - Previous value] = "Tier 2")THEN [Ticket ID]ENDIF

Hi,  To Support product, I've created a custom filed "Product name". But I don't find this field inside "Backlog ticket (unsolved)", only inside "tickets". It's normal ? Thank's Baptiste

Hello,Is there a way to have the information about channel used to create the ticket other than by creating a tag ?(e.g. Ticket form, Mail,...)  Thank you    

Hello, I'm looking to make a query to show the number of Bad CSATs for each day in a given month, showing how many Bad CSATs were reported by Ticket Topic (Late Orders), and have the graph also show the line for the CSAT%. Basically, this would help reflect how the number of the tickets with a specific Topic affected the overall % of our CSAT. Is there a recipe for this, or is this even possible? Thank you!

Hello, community! I've noticed when reporting on satisfaction that the data seems to be inaccurate. For example, I looked at the satisfaction report for solved tickets last week, saw a Bad rating and when I investigated the events, the ticket was rated prior to last week. The ticket had been solved, received a rating, my agent replied back to the customer based on their feedback, the conversation lasted a couple days, and then the ticket was solved again last week.  So when I run a report for satisfaction last week, the rating is showing up even though the ticket wasn't rated bad last week.   Similarly, if an agent receives a bad rating then the ticket ends up getting assigned to someone else to wrap-up the ticket, the bad rating shows up on agent #2's satisfaction rating. How do I get an accurate satisfaction report based on the time period the rating was left (this week, last week, etc.) AND for the person who originally received

As of today, I cannot get a list of Draft articles per agent per month.  This is important to do so we can get the list and get these articles published or archived (if they won't be published). Can you provide a way to obtain the Draft articles per agent per month along with the Published articles?

Hey All, I'm wondering if there is a way that I can get simple reporting metrics sent to me via email every week or month. Looking to have things like: - First Time Response - Majority of the issues closed - Average Ticket Closure Time - Weekly Satisfaction Ratings Is it possible for a trigger to be created that can display this to me via email? 

Hi When creating a query the legend shows the full Metric name which makes the legend hard to understand. I couldn't find any way to edit the display name of the legend to make it more user-friendly. Anyone knows a way to do it?   Thanks Yoram

Does anyone have the exact steps to take to compile a report that gives you all agents time spent on all tickets by brand fir the month/week. Using THE TIME AP. All the data is in there but how do I pull it out. Support can't tell me how to do. All they can do is point me to an irrelevant article!

Is it possible to create a report that will show the time spent per updater, rather than assignee, per ticket. Multiple agents can assist with one ticket and it is this I am trying to capture.

Hi! I am trying to create a pie chart showing the percent of total tickets solved per agent in a given time period -- however I'd like to highlight individual "slices" to share with each agent their own percentage of total without showing details for all other agents. Hiding any data just removes it from the chart -- I'd like to keep the full total (the whole pie), but just display data for one particular segment at a time. My current metric is set at COUNT(Solved Tickets), with rows as a Set I created of all our current agents by Assignee Name. The pie I get as a result is perfect for displaying all the details -- but I cannot figure out how to call out just *one* slice to display in a dashboard. While not precisely what I'm going for, the best example would be what's highlighted when you hover over one agent's name in the legend and it dulls out all the other pie pieces. Happy to share a couple screen shots if it helps to illustrate.

Hi all,  I've built a report with metric & attribute as attached image. As the result, report will show bracket for FRT in 1 month as below example: Bracket #ticket - No replies 5 - 0-1 hours 20 - 1-8 hours 4 - 8-24 hours 3 - >24 hours 1 Is there any way to convert number of tickets into bracket percentage like this: Bracket %ticket - No replies 15.15%

Hi Team,   If I would like to add the definition as footer under each query, how can I make this happen? Thanks

As an example, if I am looking to create a query looking at only 50 specific tickets, is it possible to paste all 50 ticket IDs into the ticket ID filter field at once without having to search each one individually?

Hi team! I am trying to get times (min) since a ticket is updated from a custom ticket variable. In this case, I have a "step" variable that determines what state the ticket is in (within the Pending State). Is there any way to see how many minutes have passed since the Step ticket parameter has been updated? Many thanks for your support! 

Hello,  In the example below, I would like the table to display the dates in descending order but having trouble with the sort function and would welcome any suggestions

I would like to count incoming ticket by specific time with formula as below: - #Incoming ticket daily = total ticket of previous date from 17:00-23:59 + total ticket of current date from 00:00 to 16:59 Is there any way to create the report as requirement ?

I have created a dashboard in Zendesk using multiple queries. I am based in Melbourne so its Melbourne Time Zone. Can someone please advise whether the dashboard will display the same data for any other team member who is based in UK time zone or the data will be different for the UK team member.  

We are looking to report on how many unique tickets were set to On-Hold status during a specific period, typically monthly. That is, not how many times a ticket's status was updated to be "on-hold", but just how many tickets at any point in the time period were "on-hold". Is there a way to do this in Explore?

Your plan type: Professional What you're trying to accomplish/what your desired outcome is: i want to be able to gain insights and create reports based on the ticket tags on email and chats. Basically, to track each type of enquiries based on the tags and be able to quantify, track and analyze the data to find trends and patterns. What you've tried so far: I am not sure how to start

Hello there,  I need to narrow down some specific groups from "tickets groups" filter and i need do pull "assigned name" only from the groups i choose, but when i go to edit filters, it doesn't seem to give me that option (see images below). Shoud i be looking elsewhere? Thank you in advance!  

I'm running into trouble creating the IF statement for creating standard calculated attribute to exclude a specific ticket tag on a report in Explore.  Any help is appreciated.