Analytics

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. 

Hey there!  So, i'm trying to filter  "tickets created" query by ticket group and assignee name filters but it's not working (i'm able to filter only by date, using "data selector" filter after i chose "tickets created" using "edit filter"). Can someone help me with this?

Hello! I am not sure whether FRT would include spam & manually deleted tickets. An agent would triage his/her queues and could either mark the ticket as spam or manually delete it. Both cases would not require a reply to the requester. As such, does this affect FRT at all? We are on a Team plan, and I don't think we can do anything about FRT metrics to exclude spam and deleted tickets. If so, how to solve the issue so that we don't constantly get hurt by the high number of FRT that could mostly come from those types of tickets. Many thanks!  

Hello Team, We are enrolled in Explore, but when downloading data for a month, I get an error download failed. I can download shorter data, but it kills lots of my working time. Can you please look into this.

Hi I'm trying to ensure my reporting on incoming contact is correct to make sure I have the right amount of staffing We are reporting the usual stats such as Tickets Created, Public Comments (by advisors), Tickets Solved etc We are also tracking the volume of new, open, pending & on hold tickets  The measure I cant seem to get is the number of customer replies that are coming back in... these contacts wouldn't be counted under 'tickets created', as the ticket is in an 'Open' status and was previously responded to by and advisor and prior to the customer replying it would have been in a pending status. So I think I need to report on how many tickets have changed from Pending back to 'Open' but I cant seem to get this to work? Can anyone point me in the right direction? Thanks 

When having new bug reported by user, we require Agent use new tag with format "bugDDMMYY", e.g in 12 Jun 2021, all the tickets which users report bug will add "bug120621" tag. I created a report to track number of bug by tag as link: https://prnt.sc/154qny1 And when new bug reported, I have to manually add more new ticket tag like image belowhttps://v2uploads.zopim.io/2/5/a/25a9y1btM6rnjyOk0tRGQ8B9XMnqKAEG/d09b48fa8bb98e0875a3237085b3071144211dd0.png Is there any ways to build the report could be updated new defined tags automatically without adding manually like above?

Hello, I would like to know if we have the possibility to know, per month, the amount of tickets transferred from one or more groups to another?This is to allow us to know the monthly volume of tickets sent to our experts. Do you know of a reliable way to allow me to retrieve this information? Thx a lot Ruddy

Hi there,  Our agents ask often whether it's possible to compare average Satisfaction Score for last 12 months vs monthly Satisfaction Score. Ideally it would look like: bar chart of 12 months Sat score by month (12 bars) AND have the average 12 months Sat score trend line across the bars. Tried different scenarios but none of them exactly works like we want it.  If anyone could help with that it would be very much appreciated.     

Hello there,  I have been working on manual migration from Insight to Explore and I moved all the reports needed except this one. Any help would be appreciated with the report specific Metric conversion to Explore.  See below:  

Hello, I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the group for the CSAT% average as a group. I can then make a dashboard with this metric and clone the query for the different groups, however I'm trying to make it so it's not as busy-looking on the dashboard with having multiple queries. Is there any way I can set up the groups in a single query to show each group's % as a column in a column graph? 

We'd like to be able to display ticket processing times to our end users in our help center. We've created Explore queries which pull this information, and are hoping there might be a way to somehow embed the queries in the help center either on the homepage or within the requests/activities page. We've thought of creating an article with this information and manually updating it, but it would be a lot easier/more efficient to point to the information being pulled via the query. Any thoughts/recommendations are appreciated.

Hi there,   Goal: We are looking to report on certain tags (8+) added to tickets created in a certain time frame and which Groups those tickets are in Type of report: We would like a bar graph (columns) so we can visually see the volumes of each tag per day per Group. Reason: At a glance, we are able to see the volume of contacts we are receiving with those tags. This will help manage workflow as we pivot Agents between groups depending on the volume of these specific requests Problem: When creating a bar graph in Explore, the tags are not shown all at once and instead, need to be clicked on individually to see the volume. When adding Group it only adds noise and additional clicks. Group is not mandatory to see but is a nice to have. Image below (redacted to keep information confidential) Is there a way we can achieve these results? Our ideal is to have the tags stacked per day so we can see the volume between each tags and which group

I'm trying to create a new attribute for weeks starting on Monday, and then format that into a simple date string, but it's showing up with "T00:00:00" after it and I cannot figure out why. Here is the attribute I created. The START_OF_WEEK_MONDAY part is working, but it's displaying with the extra timestamp portion.  Also, it's not showing up as a date in the selection tab; it's not showing me the advanced date selection options. Is this value not being recognized as a date anymore?  DATE_FORMAT(START_OF_WEEK_MONDAY([Ticket created - Date]),"YYYY-MM-DD")

There's an option to count how many side conversion sent to unique email address?

Hi   We would like to have the option to only count one ticket per end user per agent, meaning if an agent doesn't merge the tickets created by the same user for the same issue, but instead the close it separately, we would like to count only one ticket from this user. 

I have been messing with this for over an hr. Why is there no data when I open the "Zendesk Talk" Dashboard within "Explore"?   

Hi All,This should be simple but its proving difficult.I know my cost per ticket is about $20I'm trying to pull a Tickets created (or solved) * 20 to get a total cost over X time period.

I am trying to create a query in which: - show me those tickets that are open and there has been no update in the last 3-4 weeks. I am trying to apply a date filter, to exclude them, but it only shows me those that have had updates. Does anyone know how to create it?

Can anyone help me create a metric to get the total time spent on a public reply?

Hello, I'm trying to put together a query that will show me tickets where agent's converted the CSAT for the requester from Bad to Good. Is there a recipe for this in Explore? Thank you! 

Hi, I'm trying to recreate some of our Insights metrics which use custom fields but can't figure out how to do so. Does anyone know how to create a formula that does a distinct count of tickets created for a specific ticket custom field? Our formula in Insights is: SELECT # Tickets WHERE Ticket Group IN (Open Access) AND #Manuscript title <> - AND Test <> true I tried following this https://support.zendesk.com/hc/en-us/articles/360047452734-Explore-recipe-Count-of-tickets-for-a-custom-ticket-field-value, but I end up with a table and not a metric.   

Hello, I was having issues with user permissions so I attempted to change the permission of a staff member to end user and back to staff member to reset. In the process, all tickets previously solved by that team member were reassigned. When I upgraded the user, their historical tickets had been assigned to others. Is there a way to change these tickets back? We use this for historical csat and other purposes. 

Hi! I'm using a simple calculation which returns a 1 if true, and a 0 if false. Calculation is correct when using Ticket-ID as a row. When I remove this row to get a single calculation, the results aren't as expected. So, the below image is correct.  But, when I want to aggregate to one single row, I expect the second column to show 12 (I'm doing a SUM on that one), but in stead it shows 1.   What am i'm missing here? I've did some testing with "compute separately" but that doesn't solve this..   

Hello Zendesk! I have been struggling for weeks trying to see if I can create a report list on the non-solved tickets. For instance, I want to print a CSV or PDF with all pending tickets to include private/public comments so I can send it to leadership for follow up. I want to be able to print them w/ details so they can walk around with it (old school style). When looking at explore everything is numeric and im looking at details. Reporting is really important to us and graphs and numbers isn't just enough.  I look forward to someone's response. Thank you.