Analytics

When I added the "Ticket Tags" as a filter for my query, I notice that I'm not able to include certain tags in combination with excluding certain tags. Why is that? Or am I missing something?

is there a way to see how many tickets closed based on issue?

i changed the name of a value's name on July, it also affects the tickets which submitted on March.. so the previous name of this value cannot be traceable even checking it in API..Is there anyway to find out the previous name of the value for the ticket field

Is it possible to measure the tickets which are solved by a single agent reply? The purpose of this is that I want to gather if the first responses of agents really solved the customers requests. This is similar to First Call Resolution, but the email version of it. Any idea on how I can get this data from Explore? Thanks!

Hi, I would like to be able to capture the "time between the moment a ticket receives a particular tag until the first public reply, so I can have a query showing how many tickets fell under the different SLA segments we use for those tickets. Is this possible? I don't need to use Zendesk Support SLAs (I don't think I can use that metric for them either way), but we need it on our Explore dashboard for reporting. Thanks!

Hi,Prior to Explore, we were getting SLA reports queue-wise for 6, 12, 24, 48 hours. However, we are not getting those reports anymore. Is it because we have Explore Lite version? Moreover, I do not see the SLA policy that I created. Also, earlier SLA reports were available for different queues which is not the case now. Thanks!

Hi, I'm try to find a search command where I can view all tickets that have a certain users comment within a certain timeframe. So far the only thing I could think of was this -    commenter:me updated>"2021-08-30T21:00:00Z" updated<"2021-08-31T08:00:00Z"   Issue with this command though is that it searches for all tickets that have been updated by the user within that timeframe. I'm trying to search for just comments by that user within the timeframe. Is this possible?

This is a query I can build or a view I can create to check if agents are resolving solved tickets to increase their productivity (ticket solved) count? We have an issue where agents are opening solved tickets (these tickets are not opened by a customer) and then these agents are resubmitting them as solved again.  

Hi We plan to set up two extra levels named L2 and L3 who will handle the tickets escalated from L1 agents. Below is one simplified process. We have KPIs on First Time Handling after escalation. During handling, the tickets can be rejected back to L1 or L2. So we would like to know the exact time of rejection and handling after rejection. That means we want to get all time data with clear marks to calculate each L2 and L3 agent's performance and how long the tickets can be finished. IS it possible? Thanks 

Hi guys! I want to sort all the calls by location (mostly interested in sorting by state, i.e. WA as it is on the picture) Could you please tell me if there are any attributes that can help me with that? I thought to use IF CONTAINS() but have no idea what to apply it to. Cannot find call details location anywhere.

Hi! Do we have a view of Custom Attributes and Metrics like below? To keep track of who and when they were created? Thank you!  

The Chat Wait Time metric incorrectly calculates the wait time a chatter spent waiting in chat for Missed chats. This means it returns the amount of time from the last message sent, to leaving the chat, instead of the actual duration of the wait the chatter waited. I found chats were this could be off by 20 minutes or more as result, which can lead to goofy, impossible metrics. To calculate a more accurate time, you can add the Chat Duration, to the No Reply Time. This gets you the amount of time the chatter was present from the first message sent, to the last message, plus the amount of time from the last message sent, to ending the chat. This still does not count the amount of time the person spent in chat before sending a first message, I'm afraid, so if you do not have "require question" turned on for your chat widget, this won't account for the time they spent from joining the chat, until their first message. (if you do have it on, hurray, that question pops up as a firs

Hi,   I am trying to create a monthly report on complaints from the previous month which we will use to populate official reports. One of the queries I am struggling with is "unsolved complaints at beginning of period". Not sure how to timeframe it properly on the query. How would I choose to count the unsolved tickets tagged as complaint at the beginning of the previous month?

I am trying to get a Data Filter in Dashboard for Assignee. But I would like to limit that filter for lets say 10 of my agents out of 50+ in a Button List, how can I achieve that?

I assumed this would be very basic but I cannot seem to find the report. This would be helpful for staffing to know when we need more eyes on the queue. Is there a way to see average ticket time submission or something similar?

Hi, I have the following call data, and would want it represented as a % of calls answered  exluding the following abandon in IVR, Voicmail and on hold. as well as any calls abandon where time bracked was Not recorded or less then 5 seconds. So is it posible for me to show a % of accepted calls that was answered after the customer had to wait 5 seconds in the que, I want to include calls answered within 5 seconds so cant use the bracket filter. 

Hi, how can I get such a list from Zendesk? The idea would be to find out whether some agents are not effectively using their license anymore. Thanks Enterprise Edition

Hello, We have been collecting NPS data from external webpage, and we get a ticket to our system every time someone give NPS rating.These tickets are marked with tags: nps_0, nps_1 etc.. there is also "Drop-Down" Ticket field named "NPS" made.   I have been struggling to make a NPS metric with explore, so we would get NPS result in monthly basis. What I managed to do is the picture below, but moving forward I would require some help.     So what I think would be required is to:- count tags nps_0 to nps_6 (detractors) per month- count tags nps_7 to nps_8 (passives) per month- count tags nps_9 to nps_10 (promoters) per month then it would be needed to do the math to count NPS: - detractors / all results =- promoters / all results = Once this would be calculated, last math to do would be to have promoters - detractors to have NPS score. I would be very grateful if someone could share ideas for this, and if there is any helpful articles I'm willing to read. I tried to sear

Hi, I would like to display in one report different "total" with 3 colonns with SUM and 3 last with MED aggregator. However, he looks like impossible for now. Could you help me?      

Hello, I would like to add a drillthrough for my datas. I'm displaying number of tickets in a certain state per day and i add "ID Ticket" in the drillthrough menu. But when i actually click on a number on my dashboard, the modal is empty. https://i.imgur.com/19fUYr6.png  Can you help me with this, please ? Thanks !   Pauline.  

Hello all, I am trying to build a simple report with a chart that shows the number of unsolved tickets in each age bracket over time. E.g. week-by-week over a rolling 3-month period. My starting point is the table below but I'm completely at loss as to display it in a graph (or table) per week. Has anyone manage to solve such an approach? Many thanks in advance! /Love

Hello, Making a chart with date in X axys with the number of tickets may be not really relevant as somedays you have less more tickets (sunday for example) and so it's difficult to see clearly a trend. The trend with the pandemic and figures related is the 7 day average, for example on Google : I am trying to do that on Explore (for each day compute an average on the last 7 days) but I did not find a way to do it (don't know if it is possible). Does someone succeed to do a such metric ? Thanks

I try to add a new dataset, for knowledge capture, but the only options I see are for Zendesk Support and Zendesk Guide. When I select Zendesk Guide I only have the Knowledge Base dataset as an option.  Did I miss a step when installing Knowledge Capture? or is there some thing else missing?

This is the custom calculated attribute that I'm trying to use to filter out the data set within a range of 2 standard deviations from the mean (in other words, a 95% distribution):IF VALUE(First reply time - Business hours (min)) > (AVG(First reply time - Business hours (min)) - (2*STD_DEV(First reply time - Business hours (min))))AND VALUE(First reply time - Business hours (min)) > (AVG(First reply time - Business hours (min)) - (2*STD_DEV(First reply time - Business hours (min))))THEN [Ticket ID] ENDIF   Out of this specific context, how do we use statistical distributions to slice our data?

I work with the QA team and would need a way to quickly drill down individual ticket IDs on an agent level. I would usually look at it on a very small date range so I don't expect large volumes to be a problem but all I want is one column for agent names or IDs and another one for actual ticket IDs. The queries I can see require a Metric on which to summarize the data but I do not need a summary of the data, just individual ticket IDs I can use as a raw data file.