Analytics

Hi, I've created a Result metric calculation column that measures the increase/decrease between two values. I've also added an arrow to show the trend, which is currently green for increase and red for decrease (default). However, in my case the arrow should be red for increase and green for decrease. Is there any way for me to customise this?

I need to look at SLA metrics with an EVENT date. In Insights I used Week (Sun-Sat)/year (Event) How can I do this in Explore?  

I want to send out a daily dashboard of the previous day's activity. I have the query and dashboard all set up, but I want the Heading/Title to display the previous day's date. Can I do some kind of =yesterday formula in a text field to have that change every day or is there some other way to do it?

Hi all, In a "Table" visualization, I'd like to be able to sort multiple attributes by a metric in a way that preserves their groupings. I've been trying every possible sort I can think of, but I can't figure out how to do this. For example, imagine I have 2 attributes: Attribute 1 {A,B} and Attribute 2 {X,Y}. I'd like to be able to sort them so the table looks like this: | Attribute 1 | Attribute 2 | Metric ||-------------|-------------|--------|| B | Y | 32 || |-------------|--------|| | X | 12 ||-------------|-------------|--------|| A | X | 17 || |-------------|--------|| | Y | 3 ||-------------|-------------|--------| Some things of note here: B is sorted above A because 32+12 is greater than 17+3. B.Y is sorted above B.X because 32 is greater than 12, and A.X is sorted above A.Y because 17 is greater than 3. A.X is not sorted above B.X even though 17 is gr

How do I generate a report that lists all the tickets that were resolved last month (or in the last sprint, or just between 2 dates). This needs to be exportable.

Hi, would it be possible for us to create a Zendesk Explore recipe that charts how many tickets an agent has solved under each agent group that they're in? For example, if we have a wholesale group and a consumer group, we would want to see how many tickets that agent completed under wholesale vs consumer.

Hello, I can't figure out how to create a custom calculated attribute to show bugs reported by platforms. E.g. to find all bugs reported for the web app, I need to show tickets with two tags at the same time "bug" and "web".  When I use a condition with only one tag, it works properly (but gives inaccurate results). As soon as I add a second tag condition (the formula is accepted), it breaks and stops showing the category.   This version (with one tag) works (but it also includes tickets that are not bugs):   IF ([Ticket tags]="web") THEN "Web app bugs"ELIF ([Ticket tags]="mac") THEN "macOS app bugs" ELIF ([Ticket tags]="win_10") THEN "Windows 10 app bugs" ELIF ([Ticket tags]="ios") THEN "iOS app bugs" ELIF ([Ticket tags]="android") THEN "Android app bugs" ENDIF  When I add a second tag (I tried different ways), nothing works: IF ([Ticket tags]="web" AND “bug”) THEN "Web app bugs"ELIF ([Ticket tags]="mac" AND “bug”) THEN "macOS app bugs" ELIF ([Ticket tags]="win_10"

Hello! I am trying to get an hourly breakdown of agent activity per hour of their work day. I tried running tickets by hour, but that is an average per hour for the day. I would like to actually see between 9-5 how each hour was spent, if that makes sense. Is there any way I can do this? Thanks so much in advance! 

Hi all,  I've got an operational query which shows me the number of tickets created by date. The chart is a little bit all over the place(due to different volumes in different days) so it would be really useful to see what's the average number of tickets per 7 days/per calendar week.  Does anyone have any idea how can I add that as a second axis/trend line to the chart(if it's possible at all)?  Would be grateful for any advice on this.  Many thanks

Is it possible to apply a default set of filters when a dashboard is first loaded?  Filters seem to be unapplied initially, making it difficult and time-consuming to manipulate data.

We are trying to create a report that lists all agents by region.  For each agent, we need to know the number of Draft articles and Published articles they own. How can this be done?

I'm new to Explore and wondering if anyone has ever created a custom metric to track the average time spent on an article in Help Center using Guide data set? Thank you!

Hello, On the default Zendesk Support dashboard in Explore, on the Satisfaction tab, there are two metrics that by definition should be the same value: Satisfaction Rated %Rated Tickets % (in the Rated Tickets funnel) Both of these metrics are showing the percentage of tickets that received a Satisfaction rating out of the pool of all tickets within the date range filter. Why are these two values not identical?

The Goal Arranging Attributes into Groups and Sets gives you more flexibility in how you present your data and can make it easier for you to find the information you need across your queries. To illustrate this, I'm going to show how we use Groups and Sets to understand the Chat behavior of our users. Prerequisites Explore Professional or higher A custom ticket field to capture Troll and Ghost chats At my organization, we use a custom field called Category 2 to capture metadata related to what users are asking about. Our Troll and Ghost Categories are located in that field. Other References Organizing by Groups and Sets Creating Advanced Groups Joining Attributes Instructions Use Case: Group You should use a group when you want the grouped attributes to act as a single entity. This can be very handy if, for example, you have a team called Customer Success at your organization, but the members of that team work in the Onboarding, Engagement, and Retention agent groups in your Zendes

Hi, I'm looking to create a metric for solved ticket performance, I want to be able to display the percentage of tickets which were solved within 1 week, in any given week, e.g. in a given week, if I had 10 tickets created and solved 9, therefore leaving 1 still unsolved, I want to report 90% success rate. I'm struggling to come up with a formula to produce this, any ideas please? Once I have it, I want to create a table and a graph which shows the performance for the previous 6 weeks.

Hi - I am looking at the following logic for a specific ticket as a test.(DATE_FORMAT([Ticket solved - Date],"yyyy-mm-dd") >= DATE_FORMAT(DATE_ADD(START_OF_WEEK_MONDAY(TODAY()),"day",-7),"yyyy-mm-dd")ANDDATE_FORMAT([Ticket solved - Date],"yyyy-mm-dd") < DATE_FORMAT(START_OF_WEEK_MONDAY(TODAY()),"yyyy-mm-dd"))AND[TicketSolvedWeekday] < [CurrentWeekday]This seems to be evaluating to True based on the third boolean being True however one of the other two booleans is false so this should evaluate to False.Why would it ignore the first statement completely like this? Am I missing something?

I am wondering which widget this is in the default dashboard and how to add it to a query I added to a new dashboard.  Thanks!

I looking for Attributes Ticket SLA in 1 Column in Explorer. Can someone suggest the metrics or function for this attributes. SELECT # Tickets WHERE (((SELECT AVG(Ticket Open Time [AVG]) BY Ticket Id) <= 120 AND Ticket Priority = Urgent ) OR ((SELECT AVG (Ticket Open Time [AVG]) BY Ticket Id) <= 240 AND Ticket Priority = High ) OR ((SELECT AVG(Ticket Open Time - Business Hours [AVG]) BY Ticket Id) <= 480 AND Ticket Priority = Normal ) OR ((SELECT AVG(Ticket Open Time - Business Hours [AVG]) BY Ticket Id) <= 960 AND Ticket Priority = Low ))   Thanks 

Hi there - looking for where I can find log files for an Agent's activities?  Even if it is just a list of the log in days and times over the past X weeks/months? (we just use Support) Thanks!

Hello I am trying to create a query in Explore wherein I want to capture how many times a value of an attribute is repeated in last 30 days. We have a field in zendesk called "hash value" and when certain conditions are met, multiple tickets may get generated with same hash value. I would like to capture the hash value that is repeated more than 4 times within last 30 days and would like to know the ticket numbers associated with the same hash value. Unable to figure this one out. Any help would be greatly appreciated. thanks

Hello, I would like to create an Explore report in order to view : - the number of "unassigned tickets" that an agent assigns to himself (ie using "take it" button) - the number of "unassigned" tickets assigned by one agent to another. Thank you in advance

My company uses Guide as a standalone product, meaning we currently do not utilize Support, Chat, etc.  This means that our users self-serve resolutions through our KB documentation within Guide. So, my question is this:- How do I obtain and report on metrics having to do with how our users are reaching their solutions? Example:John arrives at ABC knowledge base. He types "elephant" into the KB search box, with hopes of finding all articles about elephants in the KB. The search results displays two articles. The first article is titled "What is an elephant?" the second "What are the largest land mammals on earth?".  He then clicks the first article, because "elephant" is in the title, not realizing the same word appears within the body of the second article. Desired Reportable Metrics:- What are the most common words used for searches within ABC knowledge base?- What article is most viewed after a specific keyword search?- How many "failed" searches occur? This would be based

Hello, We recently moved from JIRA to Zendesk and in JIRA I had a report that I would send to my customers that would list all of the tickets that closed in the last 7 days (plus any open tickets), is there something similar to that in Zendesk Support? I looked at the reporting tool and it looks like I can do it there, but it does not have an option to list the tickets that meet the report criteria, it just wants to sum them or create some type of chart. Is there anyway to accomplish report?

Hi Explore Experts,  I'm trying to set up a specific attribute and I was hoping someone could help me. I need to achieve the following:  in my query I don't want to include tickets that contain tag1, tag2, tag3. However, I want to include tickets that have both tags: tag1 and tag4 in them. So I don't want the tag1 on it's own, however, I want tickets in my query that have both tag1 and tag4  Tried few variations but non of them works.  Any advise how I can achieve that would be very much appreciated. Many thanks

Hi Everyone, has anyone been able to create a filter, or a query to find tickets that were previously assigned to an agent, that are not assigned to that agent? assignee was: A ; assignee is not: A Thanks,