Analytics

Hi community friends 👋 I created a query to compare tickets created last month to tickets created the previous month. Here's how it looks.   This is great, but I'd ideally like to include something like this on our main dashboard. The problem is, the dates in these custom metrics are essentially hard coded, so if I add this to a dashboard and then filter by date range, it's not going to work. I would ideally like to have a query like this that adjusts with a date filter. So, if I look at the stats for "last week", the comparison would be to the week prior. Whereas if I look at the stats for "last month", the comparison would be to the month prior. From all my searching and messing around, it doesn't seem like this is possible. Before I write it off completely, I wanted to check if anyone else has been able to achieve this? Thanks so much, Hannah   P.S. Here are some helpful articles I've used when it comes to comparing metrics, in case these are useful for others: Explore r

Is it possible to drill down into the outbound not answered metric, to see how much time was spent waiting for outbound calls to be answered by agents I've been told “no” by someone but thought I'd put the question out to the community Looking at the call metrics reporting I didn't see anything that jumped out other than measuring the number of "outbound not answered" Any and all help and suggestions are welcomed. Thanks all! 

I want to know how to create a report with the initial setup information of an ticket.Such as Brand:Requester:Service ChannelStatusGroupFormSubjectThe goals are to understand if some tickets are not have been created with some of the setup.

Hi,I've made a report which does count the number of tickets per values of an attribute.There's a lots of low values like 1 or 2 and I would like to regroup them in a new value “Various” of this attribute (so instead of having X lines with 1 I would have one “Various” line with the sum X) How can I achieve this ? Regards.

Hey,we want to measure the article upvotes in guide divided all article votes, so that we have a percentage to measure the quality of the articles. it seems not to be possible in explore, or?

Hi community, Im looking for idea how to show  how much time does a ticket spend in every group. For example we have 5 group responsible for other problems and ticket is going from 1st  group to 2nd group. I know that in the 1st group ticket spends 2hours and in the 2nd group 3 days… How to show it in the reporting. I cannot find such a report in Zendesk Explore.

I want to measure Average handling time for agents . I mean by AHT here the first update agent did after he was assigned the ticket . how can we do that I tried to do it by using Latest Function but it sometime count ticket assignment as the first update which is wrong 

Hello! I have created this 100% stacked graph but I am struggling to find a way to add the total ticket numbers at the top. For example, instead of that ‘100%’ at the top of each bar, I'd like it to say the total amount of solved tickets. Does anyone have a way to do this? Thanks! 

I need to get the average reply time, when a client chats with us in messaging, he sends a message then we reply to it (this time to be counted, then in the same message, he shared new info, attachments, asked another question the time till we answer his 2nd reply I need it to be calculated and shown somewhere in any report How can I get it?Requester wait time, is including all the time f the ticket even if we are the last to reply which I don't need here.

Hi Could you please assist us in generating reports that will show time logged per agent per period of time (for example for last week) For example  Agent A  =   Ticket A - 4 hours, 25 minutesAgent A  =   Ticket B  - 1 hour We want to see the time logged per period and not the total time  for this ticket If a ticket has 100 hours total and last week we worked only 4 hours on it then reports must show only 4 hours In Zendesk Explore we could find Metric  -  Time Spent Last Update  which shows you just the last update for that ticket and that the period  Thank you     

I've been asked to create a report (in our data warehouse) that identifies tickets that had a specific form filled out - however there are some tickets with multiple forms filled out and the specific form that they want to report on has no unique fields so I can't base the report on field values being filled in. It looks like the data that is available via API and our Domo connector includes what the currently-selected form is, as well as a list of all available forms. But is there any way to identify which forms have ANY data filled in on a ticket? I'm guessing no, but wanted to confirm.

Is there a way to create a report that will provide the linked article rate against all closed tickets during a period, not just linked article tickets? I feel like I'm missing something. 

Hello Zendesk Community, I am encountering a challenge with managing and reporting on tickets that have multiple tags in Zendesk Explore. Each ticket in our system is tagged to categorize the type of issue or complaint the player is facing. However, when tickets have multiple tags, it complicates the reporting process and leads to inaccurate data. Here’s a brief overview of the issue:_Multiple Tags on Tickets: Players often submit requests with several tags, which makes it hard to isolate and count individual issues accurately._Inaccurate Reports: The presence of multiple tags can result in tickets being counted multiple times or not at all, depending on how queries are structured. This affects the reliability of the reports we generate for our developers to identify and fix game issues._User Errors with Forms: Users sometimes select the wrong form when submitting their requests, leading to incorrect tagging and further complicating the data. it also makes automated tags once

Hello, Is there a way to create a report that would show the average time it takes for a requester to submit their first response on a ticket? We could a group that focuses on auditing data. The agents are the ones who are creating the tickets and assigning the requester of the individual they are auditing. How would we measure the time it took that requester to submit their first reply/response on that ticket that the auditing team created?

I am trying to find a timeline and create a report in Discover. I want to calculate the time for the ticket from its generation i.e. in NEW STATUS  to the custom status we have created. Tried multiple formulas and recipes, but still no luck in how we can calculate the time for the ticket from NEW to the CUSTOM status we created.Can anyone help me out with a formula of some kind or a workaround? Thanks

I'm trying to create a report where I track the total number of proactive tickets and the weekly response rate (% of proactive tickets where a response is received from the end-user). I've tried creating a calculated metric for Tickets without end-user responses and tickets with end-user responses, then filtering the report based on the tags applied to proactive tickets but keep running into errors or inaccurate results. I'm hoping to get some guidance on the best to set up this report / and recommended formulas for the calculated metrics/attributes. 

Hi All, I am trying to create a report to give a list of tickets and the number of days since the agent has last posted a public reply.  I do NOT want to use last updated as internal notes can occur.  I do want to make sure we do not forget to give the customer an update when we are distracted with the internal discussions.Any Help or Ideas?

Hello,  I tried to search for this but I'm not sure if it's actually something tricky to achieve or if it's just hiding in front of my eyes. I need to create a report to show trending issues week by week.We have a multiselect field that is our custom tagging system. I need to create a report that weekly will show which values had the highest increase since the previous week, to spot potential trending issues. i.e. if we got 3 tickets in week 15 for battery not charging and 10 tickets in week 16, I'd like to have a graph that shows it to me.Basically, a sparkline graph but sortable for the highest increase (trend), and that shows me the increasing amount (i.e. +7 in the previous example).Can you give me some advice on how to achieve this? Thanks a lot everyone for your help!

Dear community,  How can I measure the number of agent responses (updates) that was made via messaging, compared to the number of responses that were sent via email?  Thank you!Siri

Hi , am working on report and i added sub total , how ever i want to hide a part of the calculation , the marked with yellow , kindly assist   

Dear Community,  I would like to report on users that contacted us via messenger and have not contacted us via any other channel within a specific timeframe. Is there a recipe for this?  Thank you!Siri 

Hi Team,Can you please help us to create couple of reports for Repeat rate for the customer?1)Ticket which are repeated with in 3 days.Example:(Ticket repeated dates 1-3 dates,2-4 dates,3-5 dates etc.)2)Ticket which are repeated with in 7 days.Example:(Ticket repeated dates 1-7 dates,2-8 dates,3-9 dates etc.)

For example, a table report showing ticket priority (1 to 4) and the number of tickets created in the last month. If last month there were no priority 1 tickets, I still want it to show, with a blank or null metric result.This keeps the report tidy and a consistent size (4 data rows).

Hei, I searched but could not find an answer (or I was not good at searching).Here I have a chart where I wish to compare the average first reply time Vs the number of tickets received.   The issues are:1) on the left of the graph I should have the Y values for "tickets submitted and on the right side of the graph I should have the Y values for "MED first reply time"2) by doing step 1, in the graph the maximum height of "tickets submitted" (0 to 600 tickets) should be similar to the maximum height of "MED first reply time" (0 to 7500 minutes) since the two information are not related and two different value types.Thank you for your support!  

Hi Team, When we create a report in Explore, we use a particular attribute in a column for calculations. However, the client wants that column to be hidden (similar to Excel) when the report gets generated.