Analytics

I am trying to report on Agent Comments sent by agents in our company. The basic recipe is not working for me. When I apply 'Updater Role' equals 'Agent' and 'Admin', then apply an 'Updater Name' filter afterward, the 'Updater Name' filter is still full of choices that contain end-user names. Why is this not filtered to only show the names of Agents and Admins? 

Hi everybody, So, We have got the following question; our Explore trial period ends today; if we opt to have the basic light version for the time being, do we have to downgrade it again or is it automatically downgraded after the trial period? Thanks a lot and best, Inga

Hi there,  Is there any possibility to create a report with organizations without any tickets? Thank you in advance for your help :)  Best regards!  

I've created a time filter on my dashboard and it works perfectly for me to see the stats for the last 7 days.However, every time I reload the dashboard it takes all-time history as the default.How do I set the default to be just 7 days?

Hello,  In our system, agents can work only with assigned tickets. They can't re-assign tickets to another agent. We need to know how to list tickets where customer waits for agents reply more than 3 days or 5 days? Or the possibility of sorting open tickets where a certain agent doesn't reply within 3 or 5 days.  Thank you  Cheers!  

I am just starting to get into Explore and looking at some of the standard dashboards already available.  I noticed on the Support Dashboard that it is not showing up the results from our Widget.  Why is that?

Hi, I am trying to create a custom metric or attribute that will EXCLUDE all Follow Up tickets. The background....  I am creating a query around the number of tickets coming in from our widget channel, but the numbers seem out, from what I can work out it is also pulling 'Follow up' tickets.  As seen on this article https://support.zendesk.com/hc/en-us/articles/360022181974-Understanding-ticket-channels-in-Explore.The Widget sits in the 'Web' Channel, also included in the Web Channel is.... "'Follow-up tickets are also shown in the channel regardless of how they are created" Why are they included? they have nothing to do with the Widget or the Web. And so my question, what is a formula I can create to exclude them?

Is there any way to report on organisation level data, without ticket information being included?  We have a number of reports in Insights that show us information about our organisations and custom field data against them, but I can't replicate this in Explore. Is this going to be an option at some point? I really want to transition to Explore and get rid of Insights but I'm not sure I can if we can't report on organisation (and user) data.

Need a report that lists the number of times each article has been linked to a ticket each month.  When I try to get this report, Explore puts the data in an unusual order:   Article title |  Jan 2019 links | Jan 2020 Links | Jan 2021 Links | Feb 2019 Links   We would like the report to show  Article title | Jan 2019 | Feb 2019 | Mar 2019 | ... | Jan 2020 | Feb 2020| ...   How can this be done?

The date range for the Zendesk-created dashboards in Explore are set to automatically be for the last 30 days as soon as you visit the dashboard. I cannot get my own dashboards to mimic this behavior. For example, I'd like to have an Agent dashboard that has tabs for Weekly, Monthly, Quarterly, etc. I'd rather not have to create a query for each date range. In fact, I'd love it if I could just have buttons on my dashboard for common ranges. Anyway, no matter what I do with the time filter, I can't get it to save my choice. I have followed the instructions here as well as straight up copying the filter settings from one of the ZD dashboards both with no luck. What am I doing wrong?

Hello,  I'm trying to format the date values shown on the X-axis for the Columns Ticket Created - Year and Ticket Created - Month. However, over in Configuration, I'm not provided any Date format options - I think Zendesk doesn't see these as date values.  Is there any way to format these dates differently? I just want it to say "Feb '21" for instance.   

Hi I am looking to create a simple dashboard, I have used Zendesk in the past but not zendesk explore. I have started creating a dashboard and have added my agents via column but I want to be able to look at how many tickets they have replied to (not solved) I want to create one for daily, weekly and monthly. Due to the way we work tickets at the moment solved wont be a true indication of how many tickets the agent has responded to which is why I want to be able to see the amount they have sent. What Metric would I select?

I have a Dashboard with approximately 10 tabs. The time filter on each tab is bookmarked for the last calendar month with the exception of the final tab which provides a 6 month high level summary so is bookmarked for the last 6 months rather than 1.  I also have a "Ticket Organization" filter on each tab unfiltered by default. If I filter to a single Ticket Organisation, this does not carry across all tabs unless I load each tab in full with the default filter, then go back and apply the filter to ticket organisation.  This is extremely time consuming.  This also changes the final tab to a one month filter so I've come to the conclusion we probably now need to send our customers multiple reports... for the previous months data then a trend report showing multiple months. Has anyone else has this issue with having to load multiple tabs before applying a filter and has anyone found a work around? Thanks

Hey Guys,   Is there any way that we can track on number of tickets addressed by agent yesterday. 

I want to create a graph that shows the number of created (vs solved) tickets per date for the chosen attribute. However, as soon as I choose the attribute the date range drops. I can see the date range in the query editor:   But not anymore in the dashboard after selecting an attribute:   Does anyone have an idea on how to work around this?

Hello,  Is there a possibility of calculating a time from the first assignment to when a ticket was resolved? Or is it possible to calculate the time spent to resolve tickets per month. I can review a number of solved tickets per month by a certain agaent. Now I want to know how much time was spent to resolve those tickets.  I hope there is a solution.  Thank you in advance! 

Hello, I'd like to enable drill through on a widget, but the option doesn't appear when i click/hover over any of the bars. I've enabled drillthrough on the query and the dashboard as suggested in your KB articles. I'm using one of the preconfigured queries    Thanks Tom  

I was asked to generate a report or dashboard showing what the experience is for 95% of our customers.  The experience metrics we look at are: Chat first response Resolution time (from assignment to solved/closed) CSAT I had dashboards show these metrics by date and agent, but he would like to see it in this 95% view and I am not sure how to do that.  Any suggestions?

Hi all, We use a custom organisation field (drop down) in Zendesk to record what pricing/service tier our customers are on. We currently run a report (outside of Zendesk) each month to show changes in plans, i.e. people who upgraded over the course of the last month. Is there a way to do this in Explore? I have been tinkering for a while on it trying to finagle something using this to pull in the information I want but it doesn't appear to be possible. Is it possible to report on organisation-level updates or only on the ticket? So for example, say we have two levels, "Basic" and "Professional", we want a query that shows, in a given month, any org where the custom organisation field was changed from "Basic" to "Professional". We don't care about downgrades in this case although I'm assuming the same would be possible with the same solution to this, if there is one. Cheers!

Hello,    Our team is new to using Zendesk and we are wondering how you would go about recording the resolutions. We are able to see tickets as "solved" but we do not know how that ticket was solved. For instance, what specific actions were needed to be taken by the software team in order for the issue to be resolved. Ideally over time as we build a support database is that we would like to see by searching keywords what issues have appeared and the resolutions that went along with these issues. That way our team can begin to see trends and patterns. 

Hi all, Does anyone know how to sort on rows?  All I need to do is sort by the Ticket Solved Date in Ascending order and there seems to be no way to do this.  Thanks!

Hello, I am trying to apply a filer but it's not working the way I expected it to.  I have the assignee name in the columns.  I am attempting to add an assignee filter that will allow me to select the assignee(s) and display all the date(s) and the solved ticket count for the date(s).     I expected to see the ticket solved counts for the date but when filtered it only shows the date(s) for the assignee (below) but I am expecting to to see 3 solved tickets in this case.  Any help is much appreciated!

I'm having some issues replicating a report from Insights to Explore and was curious if anyone had come across a similar situation. I want to display a calculated metric so it displays as text using a KPI visualisation. e.g. >=0.9 would display as "Good" and <0.9 would display as "Not good". This used to be possible in Insights using the number format editor but I'm hitting a wall trying find a similar solution in Explore.  

Hello  I trying to find a simple metrics in explore, open ticket per agent I do not seem to find this information as standard, can anybody suggest a simple formula to create this calculated attribute?   Thanks

Context: I've unintentionally selected 'clone dataset' when I 'clone dashboard'. Question: 1) When I click on 'Datasets' - 'All', I could not see the cloned datasets that I just made (w/ editor access). However, my teammate who has admin access can see that directly. How could I see the full datasets list without being an admin? 2) If I delete the cloned dataset, will the cloned dashboard get messed up? i.e. when I choose 'clone dashboard' and 'clone datasets' simultaneously - does the copied dashboard now link to the copied datasets only? Thank you!