Analytics

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? (

I'm looking for a way to measure the response time after a ticket is assigned to a different group.  Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Reply Time is measured and that works fine. However, the ticket may need to be escalated and assigned to Group 2, and I want to know if the same metrics can be measured once it's been assigned to the new group, those metrics being, wait time, reply time. 

I'd love to have some reports that show me stats for the last 30 days, but having to have the full date with the year and everything looks awful. Is there a way to make the date simply MM-DD (ex. 11-24)?  Ignore the horrible stats. I'm setting things up and tend to leave test tickets sitting around.

I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending".  It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking- Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least? Any input is appreciated! 🙌🏻

Hello! I have a table with two columns: tickets created this month and tickets created last month. I want to calculate the percentual  Month over month difference. I did this using a result metric calculation and it worked! But when I added it to my dashboard - that has a time filter - the report crashed. My understanding is that the time filter on the dashboard does not affect the metrics on the result metric calculation and that's why it happens. Do you have any idea on how to fix the issue or another path I could take to calculate MoM?

Hello,  I am running a Tickets Solved by Month query using the date range Jul - Jun but the results keep populating in a calendar year format, despite the specified date range commencing Jul 1.  Similarly, when I try the Ticket Solved by Quarter feature, it interprets Q1 as January, not July.  How can I instruct the query to display the bar graph with July as the first month of the year rather than January? Thank you for any insights. 

I have a dashboard with several tabs, and I intend to keep adding more. The tabs are constrained to the default width of the explore dashboard layout, even when I expand the width of the dashboard. Is there a way to expand the tabs themselves as they are truncated and I can't read the tab titles unless I click on them or hover over them?   

Hello, I'm trying to understand metrics for one particular call that has 42 legs, but resulted in a voicemail. I've inserted an image below of part of the report. Does this essentially mean it kept ringing this agent (as he was the only one logged in) instead of it going to voicemail after he missed it once? I'm confused about the first line saying it was completed at 11:24, but then all of the subsequent missed calls. It finally ended with an “Agent Declined” which isn't shown below. TYIA