Analytics

So I have a group of Problems in a report that are pre filtered to a specific product. The dashboard shows a table with Problem ID, Subject and incident count. I have a filter for time and a filter for subject. When I click the dropdown to filter by subject it shows all subjects in the entire database, I would like it to only show subjects from unsolved/closed problems and if possible only show subject options that are available in the current data set based on the time filter. So if there were no incidents created for a problem within that time frame that problem would be excluded from the list and subsequently that subject wouldn't be available in the subject filter. Is this possible? I have looked into standard calculated attributes but am unsure of how to accomplish what I am trying to with it, or if its even possible. Any help would be appreciated! 

Has anyone figured out a way to enter custom date groups/ranges? I'm looking to create some reports but with the financial year and quarter being used on the X axis but struggling. I've tried creating groups for the months, and naming them Q1, Q2... but the idea falls over because our financial quarters overlap the calendar years (2022 May 1st to 2023 April 30th). Kind regards,  

I've created a custom metric to calculate the AVERAGE 'tickets updated w/ comment' as described here:https://support.zendesk.com/hc/en-us/community/posts/4414259028378-How-to-report-on-Average-ticket-updated-w-commentHowever, average is not a good measure due to outliers (for example, some days only working on 5 tickets due to short work day).  I can't find any info on creating custom median metrics - so just want to confirm whether this is possible or not? 

We're actively trying to improve macro usage. Based on my reading here, especially https://support.zendesk.com/hc/en-us/community/posts/4409222613274-Tip-How-to-optimise-your-macros-usage-in-Zendesk and https://support.zendesk.com/hc/en-us/community/posts/4409222588698-Explore-report-on-macro-usage it seems like the best/only way to track Macro usage meaningfully is to edit our macros to ensure that each one adds a tag or tags indicating that a macro was used and/or which macro was used. Is it accurate to conclude that there's not another way to find tickets we have (or have not) used macros on, or to find macro usage by agent?

I have added a date filter, however, the daily reports that are being emailed to the team are for stats for the last 30 days.  I would like it to display yesterday's stats, however I don't see an option to edit the date filter.  In edit mode, when I click on the date filter, I only see 2 check boxes (Allow custom ranges and Allow rolling ranges).  There is also the list of the Link Filters, but no option to edit the default date.

I want to know how many tickets a group assigned to a different agent group. In our organization, we manually assign tickets to other agents. Is it possible to create a report, wherein, you can see, which agent (or agent group) assigned how many tickets, to which agent (or agent group) in your organization. I think this is the type of custom attribute that I would need to put in place, but I'm not sure how to fill each variable.IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIFThanks!

Hi, In our model, our first line team receive all inbound tickets and then escalate to various teams based on the issue. We have first reply time SLAs and metrics for the initial response from the first line team, but I also want to report on the performance of the team being escalated to - is this possible? I guess we'd need something like a timestamp of the first time it was assigned to Group X and then a timestamp of the first agent comment when assigned to Group X?

Hi Zendesk Community, We'd like to have a report that shows the Total % of End-Users who have submitted tickets in specific Regions against a specific team's ticket requests topics to determine if there is a region submitting a higher volume of tickets than others. To accomplish this, we'd like to add the End User count and % of total to the existing report we have for this team, but we'd like to exclude these columns from being included/filtered by our dashboard or report filters. Does anyone know if this is even possible? 

Dear all,  I’ve been trying to add some text in Explore (the dashboard) and link a specific term, like "Show 2 graphs not possible," to this URL: https://support.zendesk.com/hc/en-us/community/posts/4409222532506-Create-report-from-two-different-datasets. However, I noticed that the input field for the hyperlink pops up for a moment and then vanishes, which makes it impossible to link the text. It seems like there might be a bug going on. Could you share any feedback or perhaps some workarounds? Just so you know, I'm using the latest version of Chrome and the most up-to-date Windows operating system—if that helps at all!I’ve got a screen recording I’d love to share, but it seems I can only attach screenshots to my post. If that’s the case, it might be worth considering adding that feature!Thank you.Will

The Goal It can be really satisfying (ha) to see all of your CSAT ratings with clear visual indicators for good and bad CSAT in the Reporting section of your instance. As Insights will be removed in February 2021, I thought I would share how we recreated this experience using Explore. Prerequisites  Zendesk Explore Professional Image links for the indicator you would like to use Explore doesn't have a way to highlight the rating name as green or red, but you can add a URL to an image and use that to make it easy to visually identify good and bad ratings. In my case, I chose a green dot for good and a red dot for bad. Instructions  Step 1 Create a new Explore query using the Support: Tickets dataset Step 2 Add the metric COUNT(Rated Satisfaction tickets) Add the following attributes to Rows: Ticket solved - Date (filter: Edit date ranges>Advanced> 1 month in the past to today) You may need to adjust the date filter depending upon the number of rows generate

Hi All, I'm trying to find an optimal way to determine how long a ticket stays unassigned within a certain ticket group, on average.  The workflow is as follows: 1.  Ticket submitted2.  Ticket picked up by Tier 1 Support3.  Ticket escalated to Tier 2 Support (group level, unassigned)4.  Ticket is assigned to, or picked up by, an agent within the Tier 2 Support ticket group I'd like to determine the average time it takes to get from #3 to #4 for all tickets daily.

The documentation I can find for Requester Wait Time for Analytics/Explore & SLAs states that it is time spent in New, Open and On-hold statuses. There is no mention I can find about the broader status categories and specifically custom ticket statuses. Question: Does Requester Wait Time exclude all statuses (including custom ticket statuses) that fall into the Pending Status Category or only the time a ticket spends in the default Pending Ticket Status? It is critical from a reporting and SLA standpoint to better understand how custom ticket statuses are considered in existing measurements.

In Zendesk tickets, we create multiple email side conversations, is there a way to track the processing time for each side conversation.   I am looking to track the side conversation open and closure timeline?

Is there a way to report or find all users who have "Can view tickets from user's org"? Just a simple list of all users with this access today and their organization is what I'm after. 

Hola comunidad!Me encuentro intentando crear una métrica que me permita obtener el número de tickets no resueltos en un momento determinado.  Por ejemplo, cada fin de mes quiero ver cuántos hay creados que no hayan sido resueltos.  Por favor su apoyo, gracias

Hello -  I am looking to build a report that can give me the following metrics. Report on how many tickets are solved within X number of days. Ideally I would like to see percentages of tickets solved in 1, 2, 3, 4, 5, 6, 7 days. I would also like to see this by agent. I would also like to compare weeks to see if there is improvement over time. Is this possible?

HI, I am trying to check our proposed response times for requests hitting the system via various channels and don't see a “1st response/reply” date time stamp anywhere on the reporting list.  I can see one for the Create, Last Update and Resolve/Close but not something were we have that initial reply back to the customer. Is it an available report field or only a trigger state within the SLA policy? Its the basic “We have your request and working on it” type of field for L1 so would assume its tracked somewhere. CheersPhil   

We are trying to figure out a way to create a detailed report that does the following as well as a dashboard widget that just shows the resulting average time.  Measures the time, in hours and minutes, using the ticket creation timestamp and the timestamp of when the ticket status is changed from New.This needs to be measured using business hours  We need to filter the results by the forms that are used for the ticketsThis allows us to report on different support teams We need to filter the results by time frame (days, months, YTD, etc.)

I'm trying to create a report that will show only the most recent solved ticket by organization. So basically  report that lists all of our organizations with the one ticket that was most recently solved and the date. Zendesk support told me to “create a metric and from there calculate the most recently solved ticket, which would likely utilize the existing attribute 'Ticket Solved - Date' (or something similar like timestamp).” What they didn't help me with is how or what to create the metric based on. I would be incredibly grateful if anyone has any suggestions. Thank you in advance!

Hello, We have a business requirement to track channel migration for end users. We want to be able to understand where a user has contacted via one channel and then contacted via a different channel in a short period of time (i.e. if they couldn't get in touch via phone and moved to email/web) Is there a way to track this in Explore? Thanks!

Hi,We have a use case where a single ticket will be assigned to multiple agents in the ticket cycle within the same group. I would like to understand whether we have a way to retrieve the number of hours the Ticket is assigned to each agent.  This would be helpful to evaluate the hours spent by multiple Agenta on a ticket since the Agent work time metric doesn't provide this drilled down data at the moment.

I would like to hear, if any of you have an idea to making a report that shows the following: 1. A ticket comes in and gets assigned to an agent. The agent either solves it after x amount of time, or  when it gets reassigns it to another or solved.Is it possible, to get a report that shows the amount of time the ticket has been assigned to each agent?

I need some help in creating a report where I need to look for 3 or 4 different key works within Ticket Summary field and wondering if anyone had to do something similar and can assist me.  Yes - I can setup separate reports for each keyword, but wondering if there is a way to have 1 report.  Let me know if anyone have any ideas on above. Thanks in advance. Ignesh.  

I’m having a weird issue with dashboards, and I’m hoping I'm just doing something wrong and that someone here can help. When I build a dashboard in the builder, everything looks how I want it. If I export it as a PNG manually, it’s still as it did in the builder. But as soon as I set up a scheduled delivery (also as a PNG), the formatting gets all messed up. The spacing is way off, and it’s especially bad with tables. What was nicely spaced in the builder suddenly gets compressed into about 1/3 of the size, with a ton of dead space everywhere.Here’s an example to show what I mean: How it looks in the builder (good):   Manual PNG export (good):   Scheduled delivery (not good):  The ‘Annoying’ Workaround:In order to fix this, I have to: Schedule a delivery to myself. Check how the spacing looks. Go back and adjust report/widget sizes in the builder. Schedule it again to see if the fix worked (and I have to wait at least 30 minutes each time because I ca

Hello, I would like to schedule the delivery of an Excel export for a specific tab of a dashboard.Is it possible to do this without including the entire dashboard?Thank you.Best regards,