Analytics

I have a drop down menu for custom fields that agents are suppose to select for each ticket. I would like to report out these fields but when I add the attributes for each it get separted into column for each attribute which I don't want. Ideally, I would like field value in 2nd column with their category in 1st column. 

I am looking for help in creating a metric that will give me the number of tickets that were older than 21 days (based on creation date) over time. I would like to plot this similar to the historical backlog report.Example: In Q1 how many tickets in the Open or New status were older than 21 days on Mondays of each week?   

Hi there, We currently don't use Play Mode and don't plan on implementing it at the moment. Is there a workaround to still try and track skipped tickets? We were thinking of maybe creating a query that shows a list of outliers of the difference between time created and first assigned? Any other suggestions? Thank you! 

Hello! I try to create a query that will show a table containing the following columns: 1. The number of tickets received during the period N1. 2. The distribution of those tickets by tags; 3. The number of tickets received during the period N2.  4. The distribution of those tickets by tags. I tried using different date range calculated metrics along with a fixed metric or an ATTRIBUTE_FIX aggregator (that should not be affected by the selected attributes) but nothing seems to work. Is it possible to build such a query in Explore? Any help would be appreciated. Thanks!

I can't seem to find any information on building a query for article views by Organization. How can I go about this as stakeholders want that information quarterly? Seems odd that it is not part of the stock queries, but I do not see organization anywhere in the dataset for knowledgebase to create a custom one. 

I'm looking to see how many tickets within a custom timeframe that an agent updates via a comment for another agent (i.e., agent A updates a ticket assigned to agent B by updating the customer/requester with a comment).  Does anyone have a recipe for this? I'd be interested in seeing a total amount of "favors" as well as a list of the favors (ticket IDs) that the agent has done.  This is only for commenting on tickets not assigned to the agent. 

Hello, I would like to know if in explore there is a solution to apply an automatic filter when an user open the dashaboard ?  i precise my problem : we have differents subsidiary and i would like to create a dashboard in order for them to monitor their tickets acivity. But i would like to create one dashboard with all the information and when an user in Japan for exemple open the dashboard, explore recognize the Japan user and change the filter to display only information about his subsidiary.  work the same for a French or Brazilian or american.... I hope i'm clear :) thank you for your time and your answers  Alexandre

I see that Explore has the ability to have a Dashboard schedule an Excel sheet or .csv report, which is a useful feature I'd like to use for reporting how many tickets are in different Views and in an agent's queue (for tickets already assigned to them). Basically, I would want this to send me a report at a scheduled time (the beginning of the agent's shift) of what is in their personal/assigned queue (My Opens), and other Views for which they are responsible for addressing. I would then set up another scheduled report on the same dashboard to tell me those ticket counts at the end of their shift.  Is there a query recipe for this? 

If we set up a trigger on a certain web page are we able to track how many chat were initiated on that page?

Does anyone know how to get an Explore report to measure the Rapid Resolve ticket deflections?

I am looking for a way to run a type of inventory of Knowledge Base assets. Date created, Date last updated, author, last editor, number of images per article, and date image added. Are these data sets available in a reporting tool or can they be pulled from a request? Thanks for any help and/or suggestions!  

My idea is to build a query and place the columns that I need, plus a filter for the date. Is there an inconvenience in doing so?  

I have 2 problems: 1.  I want to calculate duration between Ticket created - Timestamp and Update - Timestamp. How can I do it ? I tried to customize a calculated attribute but seem Explore does not work.  2. I want to display just the first and last update of each ticket. Are there any way to specify order of updated timestamp? Note: [---] IT Department Copy is from Changes - New Value

Our First Reply Time spiked yesterday. I need to find out which ticket caused this. How can this be done?

Hello, Im using Zendesk professional, still Im looking for the function to compare change (in percentage) between 2 week directly on zendesk explore, for example, there is 1000 new tickets on week 1 and 1500 new tickets on week 2, the change would be 50% more in the new ticket category, however, Im unable to find such function to display it on zendesk explore. Kindly support, Thank you and best regards,

How would I go about creating a custom financial month/year?   My company's financial month runs from 21st - 20th, with the financial year running March-March. (i.e the financial year 2020 ran 21st March 2020 - 20th March 2021)   How would I go about creating a fixed procedure to sort this without manually using the date filter fields each time?  

I am new to Zendesk and have been struggling with getting the metrics we need to track on a regular basis.  Specifically, I am looking to find the top 10 customers in terms of time spent supporting them.  For example, per week, ACME SAFE Co. - 2 hours, AJAX Stage Coaches - 1.5 hours, Pete's Custom Anvils - 1.25 hours...and so on.  It seems pretty straight forward and maybe after a little more time with the program, it will be.  But, for now, I could use a little push to get started.

How can I create a metric to report on the Last Agent to Update a Ticket with a Public Comment on a support ticket?

I am trying to track pageviews on Google Analytics for knowledge base articles on Zendesk Guide. Each article has a unique number. However, the title of the page is sometimes appended to the URL, and GA tracks this as a separate page. If the title of the article changes, it generates a new URL. As we are following KCS methodology, it's not uncommon for titles to change. For example, these would all be the same article, so I want to see a single pageviews count, but GA would show as 3 separate stats /hc/en-us/articles/360039413394 /hc/en-us/articles/360039413394-How-To-Make-A-Sandwich /hc/en-us/articles/360039413394-How-To-Make-A-Turkey-Sandwich I want GA to roll up the articles matching on the unique number, and ignoring everything after that. How have other people dealt with this? How do you can an accurate list of the most popular articles?

Hi, I've to create a report on count of Phone tickets created by Agent but not necessarily worked on it or solved the ticket. Could you please let me know if its possible and if so how can I achieve this?

Hi! I hope someone can help me. I want to build a custom metric / filter in Explore, to exclude in Talk Dataset all calls between 12:30pm to 1pm. I can use Leg -Hour but when select 12 it will exclude 12pm to 1pm. Can someone make me a formular how to get this sorted? I tried this one: IF DATE_FORMAT([Leg - Timestamp],"HH:MM") >= "12:30"AND DATE_FORMAT([Leg - Timestamp],"HH:MM") < "13:00"THEN "Exclude"ELSE "Include"ENDIF It´s partially working if time is 12:00 to 13:00, but if I use "12:30" the minute value is ignore / not working. Thanks so much. Tobias

I am attempting to put together a metric for the number of verified and unverified articles in a given month (i.e., how many/what percentage of the unverified articles were verified over the past 30 days). I've created the following: However, I don't think this is giving me the information I am looking for. What I believe this is showing is the number of articles that switched to "verified" status divided by the number of articles that switched to "verified" status plus the number of articles switched to "unverified" status. The problem is that this does not account for articles that switched to "unverified" status prior to 30 days ago and are still "unverified" this month. And because of this, it is not providing an accurate representation when I try to display this month to month. Any ideas/recommendations for calculating the right metric? Thanks!

Insights previously had the ability to add combo charts:https://support.zendesk.com/hc/en-us/community/posts/360034835654-Chart-Combo?input_string=Combo%20charts Example: I'm trying to consolidate all of our support reports into Zendesk. The one thing that can't be done is combo charts, which are valuable for showing the correlation between two datasets. For example, showing a bar graph of tickets created vs a line showing time to solve is a great way to visualize the relationship between those two datasets.

Hello, We'd like to see the percentage of tickets our first line support group solves itself, compared to the total number of tickets that they handle. Does anyone have a good recipe for this? Right now, I've compared the number of tickets solved by that group against the number of tickets created. This does give me a good indication, but some of the tickets are automatically assigned to a second line group by triggers. I'd like to take them out of the total tickets created. Does anyone know a way how to do this? Thanks in advance Regards, Bart      

HI  We are wanting to report on the number of interactions and see what the satisfaction score is. By having this reporting it will help us understand if number of agent replies is high does this have an impact on the customer satisfaction. I created a query with the below metrics: Sum(%Satisfaction Score) Agent replies bracketsTicket created - Month In the filters, I added a filter to look at a date range (Ticket created - date) from the 1st Jan 2021 - yesterday When looking at the results we have a few questions:- If the ticket was created in January and have +5 responses in Feb would it show within the Feb figures or January?- Is the satisfaction only for tickets created in that month or is there crossover depending on when the agent replied? We are wanting to look at the life cycle of a ticket and satisfaction score to return the results, so we can monitor results we want to be able to look at tickets for each month and see for the agent brackets what the satisfaction rating i