Analytics

We're currently using On-Hold Time as our main metric when it comes to measuring how fast our internal teams are responding. Currently, the On-Hold Time metric counts the cumulative time a ticket has spent in the On-Hold status. We want to obtain the average difference in the intervals of the responses from our internal teams (through agent comments (either public or private)). How can we do this? Thank you for your support!

We are looking at our reopen % in hopes of decreasing it. To do this, we want to look at the individual agents and their own reopen %. In the tickets dataset, it attributes the reopened ticket to the person currently assigned. However, if the ticket reopened and another agent picked it up, this doesn't allow us to accurately see who solved the ticket first (and in theory, caused the reopen). Is there a more accurate way to look at reopened tickets based on who was assigned when it was reopened?

Hello Zendesk Community, I have been trying to get a metric that will show me how many Open tickets we had at the start of the day (8am) and how many were Open at the end of the day (11pm). Is this possible with the ‘Support - Tickets’ or ‘Support - Updates history’ datasets? Thank you!

I am curious as to why it seems to take 24 hours for records to appear in reports after they are input.  Additionally, when they do appear, some fields on some records are inexplicably missing.  Any info wouild be very helpful. Thank you.  

Recently, our team was looking for a way to show the time since an agent's activity within Zendesk (Support) for the current day. We weren't sure how to do this effectively, however we were able to piece together a report that shows exactly what we need! In this post, I'll go step by step on how we created the report:1. First, you are going to be working with the “Support - Updates History” dataset2. The “Update - Date” filter will automatically populate. The date can be set to whatever you like dependent on what data you're looking for, but for this specific example, we'll set it to “Today”. You'll also want to add another filter for “Updater role” and select the values “Agent” and “Admin” (unless your setup requires otherwise. 3. For your metrics, you'll just want to add the “Updates” metric and make sure it's set to D_COUNT. In your rows section, you'll add the “Updater name” and “Update - Timestamp” attributes. 4. This will give you a table that looks something like

Hi! I want to create a query that shows an individual agent's tickets solved per day over a week vs. the average tickets solved by agent per day in the entire group. How do I get the "Average Tickets Solved by an Agent per Day" metric?

I'm trying to get median calculated and it's always returning me 0 as a result. I found out that I have lots of 0 values in my data and I'd like to filter those out of the median calculation? I can do that in SQL but I couldnt find a way to do that in explore. Is there a way to do it?

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.)