Analytics

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,

Is there a way within Explore to be able to report on parent/child tickets as i'm unable to find a way of doing this? As an example we would like to see complaints that have had a follow up and volume of tasks that are linked to complaints. Regards Ricki

Hi, Does anybody know how to calculate business days between a tickets "Created date" and "Resolution Date"? I need to report on this. I see "full resolution - business hours" but nothing to do with business days. Right now I pull the two dates and have to calculate in Excel. I'd love to be able to NOT have to manipulate the data in Excel.

I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that will include problems with incidents, but it does not pull in the problem tickets without incidents. Thanks!Brettany

We recently transitioned our CSAT rating system to a 1-5 scale to capture NPS and more detailed feedback, including additional response options for lower ratings (1-3). However, when running a CSAT report, we noticed that satisfaction is still only categorized as 'Good' or 'Bad.' Is there a way to view the actual 1-5 ratings in our reports?

Hi All,   Very new to ZenDesk here and am currently creating a number of reports and dashboards but one of them has got me stumped. I am trying to create a backlog report showing the number of unresolved tickets by the month they were reported. Anyone got any suggestions?

** This reports is useful if the ticket can be assigned to different groups through its life cycle I was on a mission to find a way to calculate real time each group was assigned to a ticket as Full resolution time only counts ticket resolution time with respect to who solve the ticket not the actual time each (group) worked on the ticket .My solution divided into 2 parts (Complementary reports)First Report ==> calculate each group consumption time on each ticket until last assigned group before the ticket is solved (Keyword here is group changing)steps :1- from Reports ==> New report 2-Updates History dataset 3-In Metric Field choose : Field changes time (Min) 4-in Rows we will create and choose standard calculated attribute named (Return group)**calculated attribute** IF ([Changes - Previous value]="group_id") THEN "any_name1"ELIF ([Changes - Previous value]="group_id") THEN "any_name"..ENDIF 5- ticket status in reports filters to choose solved tic

I'm trying to create a calculated metric for a report that will show me % of tickets that haven't been updated in 7 days.  I've tried a few queries COUNT(FILTER([Ticket ID], DATE_DIFF(TODAY(), [Ticket solved - Date]) > 7 AND [Ticket status - Status] != "Closed" AND [Ticket status - Status] != "Solved")) and this COUNT(IF (DATE_DIFF(TODAY(), [Ticket solved - Date]) > 7 AND [Ticket status - Status] != "Closed" AND [Ticket status - Status] != "Solved", [Ticket ID], NULL)) and this  IF (DATE_DIFF(TODAY(), [Ticket solved - Date]) > 7 AND [Ticket status - Status] != "Closed" AND [Ticket status - Status] != "Solved") THEN 1 ELSE 0 ENDIF Call it something like 'not-updated-tickets'  I was then going to create another metric Tickets - [Ticket ID] and finally Result Calculation Metric (not-updated-ticket / COUNT(Tickets)) * 100 But I keep getting a syntax error already on the first SQL - if anyone has a working example of the report I'm looking for - I'd be happy if you c

Hello team,Will we have a new standard Zendesk report template? Are there other templates available to use?Thank you very much!

Hi. Is anyone able to help with a starting place to calculate the time from the ticket creation to the first outbound call made on the ticket. I'm trying to map out our average SLA for outreach to new accounts.

I have the option to migrate my existing dashboards from the legacy builder to the new builder (this is going to be A LOT of work, most of them have “blockers” and can't be migrated). I migrated one to try it out. When I try to schedule the report from the new dashboard I only have options for CSV and Excel (formatted). I need them in PDF as they currently are. Otherwise, there's going to be a ton of tabs and most of the charts won't be understandable/digestible.  I currently have ~15 teams (organized as “Groups” in Zendesk) and each team gets a report for their group's ticket metrics on a weekly basis. I can't give them an excel report and they would never go out to the dashboard on a regular basis to review the metrics if I didn't send them anything. I need to be able to provide them readable data on a reoccurring basis. Is there any solution here? 

Simply, I'd need a row level data with the following headers:

We want to track total average response time (not just avg first reply time) for a subset of tickets (Plan type = custom field) How would we build this in Explore?

Is there a way to run a report for tickets that do not have a transcription? We have a backlog of tickets and many of them have a voicemail that does not have a message or transcritpion. We set up a trigger to auto close the tickets going forward that do not have a transcritpion, but I need to run a report for the existing tickets. 

Explore Recipe: Looking to get the top 10 multi-touch tickets by issue type for the last month Goal: Reduce multi-touch tickets by type

Is it possible to create a report in table format showing the following:- Ticket ID- Created time- Assigned time- Assignee name- Agent first reply time- Customer follow-up reply time- Agent next reply time With new customer follow-up and agent reply times added for as many responses that have been posted on the ticket. Once I have this, I can create custom calculations to show the amount of time between each update. This is incredibly helpful for agent QA, especially new employees to show how they're progressing on speed and efficiency.

Hello Zendesk community, I’m seeking assistance with a custom metric for calculating Corrective Action Response Time (CART). To give you some background, we calculate the time from when a ticket is created until a checkbox field, “Corrective Action Response Sent to End-User?”, is checked. The time is calculated using the Seethawk Timer app. We have different breach conditions based on the client type: • Type 1: 6 hours• Type 2: 2 business days (12-hour schedule within business hours) For Type 1, the formula I’m using to calculate breached time is as follows:IF (VALUE(Corrective Action Response Time (mins)) > 360) THEN (VALUE(Corrective Action Response Time (mins)) - 360) / 60ELSE 0 ENDIFThis works fine, as it calculates the time that has gone past the 6-hour CART. However, I’m struggling with the formula for Type 2. Here’s what I’ve tried so far:IF (VALUE(Corrective Action Response Time (mins)) > 1440)THEN   ((VALUE(Corrective Action R

Hello We are generating a dashboard with a report that helps us see how many tickets have not been attended to by our agents. This is done weekly, but there is a point at which all our tickets have been attended to, so the report that is sent is empty. We would like that when that happens, a message is sent indicating that there are no unattended tickets.  Have you found a way to do this?

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)I believe all Zendesk customers have been impacted by not being able to review changes made on a report and being able to audit the date and agent who made the change and what changes were made, similar to how we can do with Triggers and their revision history. What problem do you see this solving? (1-2 sentences)  Being able to audit changes made to reports. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This problem is encountered daily. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Not at this time. What would be your ideal solution to this problem? How would it work or function? (