Analytics

We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets of report from 2 dataset. 1. CSAT for Chat Alone2. CSAT for Tickets created under Webform and EmailWe are having problem getting the CSAT report on all channels as the data are coming from 2 datasets.Your feedback and help will be much appreciate in order for us to get the CSAT on all channel in 1 dataset only.

I'm currently working on reviewing data from our past year. Simple start is comparing our volume to the previous year. The problem I'm running into is the difference in number presented between the Tickets dataset and the Ticket Updates dataset. Over in the Tickets dataset, I create a simple query with the following:Metrics: COUNT(Tickets)Columns: Ticket created - MonthRows: Ticket created - Year (filtered for only 2019 and 2020) Over in the Ticket updates dataset, I create another simple query with the following:Metrics: COUNT(Tickets created)Columns: Update - MonthRows: Update - Year The first thing that popped out was the fact that the Ticket Updates dataset query showed a 3x difference in tickets created for a particular month than the Tickets dataset. Other months also show smaller differences as well (typically less than 10 tickets). (Note: We moved to Zendesk in the middle of 2019 which may account for the insane difference in the Ticket Updates dataset.) To troubleshoot, I adde

I am trying to calculate the time between status updates. For example: How long to tickets usually take to go from ticket status "Open" to "Pending"? I am having difficulties here because there is no time stamp for when a ticket receives the status open, there is only information about how long a ticket stays in a status.  I have tried it with the datasets "Tickets" as well as "Ticket updates" but both of them don't seem to contain the right metrics. I have also tried to calculate the right numbers but that doesn't work because of the missing time stamps.  Is there some other way to retrieve those metrics?  Thanks in advance for the help!  

Hi there,  I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enough). In Insights I had/have the following custom metric in a very simple report, used across a few reports: SELECT # Ticket Updates WHERE [Text Field] New Value = [Change Progress] Booked into sprint And an example report is structured as follows: What (above metric) Filters: the one relevant to this is Week (Mon-Sun)/Year (Event) is this week   I can't seem to find a similar variant to count the number of times this field was updated to that particular drop-down selection in Explore; there's a lot of advise on IF THEN ELSE, but that's not what I'm after.  Are you able to point me in the right direction? I haven't a clue how to achieve this. Thanks,  Emma

Hi guys,   I'm having a lot of trouble trying to find out how many replies each of my agents does per day. I can find # of solved tickets per day just fine but I need to see how many tickets each of them has touched to judge efficiency. I've asked Zendesk support directly and they tried to help but said they could not give me a recipe to do this - does anyone have a recipe that will show me how many tickets my agents touch PER DAY in explore? I can only find this for Insights.

Most of our valuable data requires metrics that have more than 1 tag.  Is there a way to create a metric to pull # of tickets with more than 1 tag?  For example, # of tickets solved with tags 'canada' and 'processed'. This is possible in Insights and we would need this in Explore in order to pull valuable data.     

I'm attempting to report on the impact of ticket age month over month. Similar to the backlog evolution report, I need to understand the average age of tickets that were in the backlog month over month.   Insights only lets me plot the data by ticket create date which isn't helpful to me.

Hey! We're looking for a possibility to display average individual reply time.That means the average time between the ticket is set to open and resolved.  Requester wait time metric is a combination of all replies in a lifetime of a ticket - but we're looking into seeing the time for each individual touch. I hope it makes sense.  At this point, it is clear that we have to use custom calculation - I would really appreciate If you could help me to figure the formula out or direct me towards a resource that may help.   

Hi, I am trying to build two custom metrics, which display AVG Tickets Created per Day – one for THIS Month and one for LAST Month (so I can compare both KPI, while the current month is still ongoing and not finished yet). When trying to create the metric, I am getting the following error message: Error at line -1 and column -1 Custom metric COUNT(Tickets Created This Month) / IF (MONTH_NUMERIC(TODAY())=1) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=2) THEN 28 ELSEIF (MONTH_NUMERIC(TODAY())=3) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=4) THEN 30 ELSEIF (MONTH_NUMERIC(TODAY())=5) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=6) THEN 30 ELSEIF (MONTH_NUMERIC(TODAY())=7) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=8) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=9) THEN 30 ELSEIF (MONTH_NUMERIC(TODAY())=10) THEN 31 ELSEIF (MONTH_NUMERIC(TODAY())=11) THEN 30 ELSEIF (MONTH_NUMERIC(TODAY())=12) THEN 30 ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF FYI: COUNT(Tickets Created This Month) is a c

In Explore can you create a Month To Date This Year (MTDTY) and Month To Date Last Year (MTDLY) time based metrics?  Trying to build a query with these two vales for solved tickets with a % difference. Thanks in advance for the help! James

All, I've searched the community and can't find how to do this.  I have multiple categories and subcategories for tickets: I have grouped these into their main categories and am trying to use them to drive a stacked chart with only the 4 main categories.  Something like this mockup I put together: But what I end up with is this: Any idea how I can use the grouped categories to drive a simple chart that only has the 4 main categories?  Your help is much appreciated. - John Ritter - Troy, MI

Hi all,   Looking to create a report in Explore that will show how many assigned tickets are still open at the end of each month grouped by agent and/or support department(we have multiple support groups using our instance)   Also looking to get a count of all tickets solved in a particular month.   Id like to be able to compare these monthly totals to the previous year's month (ex  1/2019 vs 1/2018).   The backlog feature, unless Im mistaken, gives you an accumulation of all backlogged tickets UP TO a specific date and not the current total on a particular date.  

Hi, I am trying to build a report, which shows different metrics around tickets in the on-hold status (which we escalated internally and where we are waiting for bugs to be fixed, etc.). As part of the summary header, I am currently trying to build a query, which only shows the date of the single oldest ticket (on-hold status). I built a query to COUNT(Tickets)Rows: Ticket Created - DateFilter Ticket Status for "Hold" From the resulting table, I only need that one date of the oldest ticket – not # of tickets, etc. Any idea how I can narrow this down, e.g. with a custom Standard calculated metric? Best,Marcel

I'm trying to build a report that lists SLA breaches with the ticket ID and the date/time of the breach. I'm not seeing a metric that shows the date/time of the breach though. Has anyone built something like this?

I'm looking to report on the two items below: Chat average handle time per agent (but I only want the duration from once the agent has accepted the assignment to the end of the chat) Average First Reply time per once (again only once the agent has accepted the assignment – how long it takes the agent to respond to the customer after they’ve accepted the assignment).   I’ve been played around with different metrics in Explore but they all seem to start the time tracker at the customer/visitor’s first message. This is problematic because it does not give a true picture of average handle time per agent.

I have a tag that signifies whether my tickets were escalated to Jira. I want to create a dashboard that helps my team compare the relative number of tickets, length until solved, etc of tickets with and without this tag. I cannot figure out how to create this as a filter, attribute, or custom metrics. Here is what I tried for a simple count the number of tickets without this tag: IF (NOT([Ticket Tags]="jira_escalated")) THEN [Ticket ID]ENDIF But the Count is over 3x the number of tickets in my database and the D_Count is almost the same as the total tickets.  This formula appears to work to count the tickets with the tag: IF ([Ticket Tags] = "jira_escalated")THEN [Ticket ID]ENDIF  

Hello, I'm trying to set up a stacked bar chart where every column/row adds up to 100%, in order to visualize proportions. I want to compare the percentage of tickets we get by Product Module (custom field of ours). However, I can't find any options to do so, neither in x-axis nor y-axis options in the Chart Configuration sidebar. See below for an example. Any help would be appreciated!

In Good Data there is a way to remove filter options that do not apply. I'm trying to figure out how to do this in Explore.   Use case: I have a report that only shows data for rated surveys (good or bad). However, when I apply the Data Filter: Ticket Satisfaction Rating, it shows options for Bad, Good, Offered, Unoffered. I would like to remove Offered and Unoffered from the filter options, since they do not apply. Here is a screenshot of how I have the Good Data version of the dashboard set up

Hello Is there a query to calculate the full resolution time in hours and days it took to resolve a ticket in explore? Thanks, Uriel

Sometimes customers rewrite us when the ticket was closed and it creates a follow-up ticket. In some cases, it's about a different issue and custom fields are changed but in other cases, it's about the same issue, so I would like to exclude those follow-up tickets in my metrics. There is an existing post for Insight (https://support.zendesk.com/hc/en-us/articles/115004378388-Insights-recipe-Filtering-for-follow-up-tickets) but I didn't manage to get it to work on Explore...