Analytics

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 

Hi all. I hope you can assist with this :) What I am trying to do is create a query similar to the "% Satisfaction score (Today) calculated metric. However, I would like to retrieve the satisfaction-scored tickets within a specific time period. Generally the week prior, so in week 40, I would like to pull all of the tickets which received a satisfaction reply from week 39.   Is this possible through the date range calculations or Standard metric calculations?   Thank you in advance!

Hello everyone, I'm working on creating a customer repeat interaction dashboard in Explore, but I'm having trouble applying the countif function to track how many times customers have contacted the support team.

Hello All!  I'm trying to create reporting that shows certain data points with the ability to filter by date and assignee name. Items in said report are to include:1. Ticket ID2. Total number of touches/updates. 3. Timestamp of each of the touches/updates.  Can anyone suggest an article/recipe on how to accomplish this? I'm very new to Zendesk and would appreciate guidance. If possible, dumb it down for me as low as you can go! Thank you! 

Hi Team, I have two custom date fields on my ticket forms used for Urgent priority tickets, the fields are called:Production Down Start Date Production Restored Date I am trying to calculate the “Downtime Duration” in days by subtracting one from the other using this formula: DATE_DIFF([Production Restored Date - Timestamp], [Production Down Start Date - Timestamp], "days") I get the following error:I've tried a number of calculations (SUM, MED, AVG, COUNT) and different date formats (Timestamp, Date, Hour, Day of Week, etc) and no luck on any of them. Any tips or suggestions on how to calculate this? I need to then also calculate the median per ticket as a seperate calculation. 

We need reporting based on ticket followers. I haven't been able to find anything in Explore that would allow me to do this. Is there a way to set up reporting on how many tickets have a follower and break it down by follower name? I tried setting up a trigger to add a tag whenever a follower was added to a ticket, but that doesn't seem to be an option either. 

I'm building a dashboard and trying to always show the past 30 days and schedule the dashboard to send weekly. What I'd like is to have it show the date range on top, but for it to always be from 30 days ago until today, regardless what week it was sent out. There will be overlapping data week by week, which is fine, but having it show the range is important.  I currently have each report setup for the 30 days in the past, but on the top of the report, I want it to show the range like this for example: Then, when it sends again next week, it would show “Currently viewing: 9/2/2024 - 10/2/2024” kind of thing. Now, I've read a few posts about the inability to change the default filter from All History and a “workaround”, but these don't seem to get what I'm looking for Setting a filter default state Explore recipe: Taking dashboard filters and bookmarks to the next level Best practices for using Explore dashboard filters  Any idea how I could add something to my dashb

Is there a way to analyse ticket data in real-time. For example, on a busy day be able to tell how many tickets we solved today , without the timing discrepancy that occurs in Explore. Is this possible? Using APIs? Thanks!

I am trying to create a Report to be able to detect for how long the customer didn't respond after agent's response for open and pending tickets 

Hello everyone,  I'm wondering how can I create a report in Zendesk Explore that lists Organizations along with their “Details” and “Notes” fields, i.e., these fields:  I can find the Custom Fields I created, but not these ones.  Any ideas?  Thanks a bunch. 

Hello, I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to acknowledge that the ticket has been received. My question is that would the trigger reflect on reporting that we've met the First Reply Time SLA? This question also stems from another situation where my service desk team is trying to improve their one-touch ticket metrics as well.  If the agent has to use 1 reply to acknowledge the ticket and then reply again to advise the requester that the issue has been resolved, would the ticket no longer be considered as one-touch? Thank you

Does anyone have any recommendations for metrics they are utilizing for an L1/L2 Support model?  For example, has anyone had any success in setting up a ticket escalation rate for L1?  The amount of time it takes to escalate to L2, etc…?

I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactored changing how data type are handled here. Here's one example that worked for years:IF ([Call direction]="Inbound" AND    [Call type] = "Regular" AND   [Call completion status]="Completed")   OR    ([Call direction]="Inbound" AND    [Call type] = "Regular" AND   NOT([Call completion status] ="Completed") AND   VALUE(Call duration (sec)) > "30")THEN [Call ID]ENDIFNow it appears the quotations around the 30 (`VALUE(Call duration (sec)) > "30")`) causes the 30 to be interpreted as a string/text and it returns an error. Was this intentional? I don't think I would have put the 30 in quotations to begin with if it wasn't required when I was making these metrics years ago, but now it seems that this is a problem.

I'm looking to create a report showing the average number of agent comments required to resolve a ticket, but I'm having trouble finding an obvious way to do this. Has anyone else had success with this?

Hello everyone,  We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply from the Requester. We already know how to create a report for Public Replies made by agents (Agent Replies Brackets attribute).  Any ideas how we can get the same report, but for Requesters (users) rather than Agents?  Help is greatly apprectiated.  

Hi, I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Reparatur" to "Beschwerden". This is what I got so far: Unfortunately, the metric is only showing 0, even though I know for a fact, that there are tickets with exactly that change. Where did I go wrong?

Hi there! Could you please advise how I can export specific tickets?I was able to identify the tickets I'm interested in, but I can't find the parameter that allows me to export what users wrote in the problem description.

Hello, I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. I understand I can use Explore to determine total article views, or the number of times a particular article was viewed. However, a single end-user may access multiple articles, and I'd like to narrow in on total number of end-users who logged into the Knowledge Base to understand what % of our end-user base is utilizing the Knowledge Base. Is this possible?

Hi, How can we exclude outbound emails when computing FRT?