Analytics

I am wanting to track more information about our end-users who are accessing our help center. We have customers coming to our knowledge base from various customer-specific sites, and we want to track which organization is utilizing our help center, viewing which articles, using the search function, etc. I have not found a way to track this in Explore. Is this an existing functionality? How do I add this metric to my Explore dashboard?

I am trying to get how much time a ticket spent in each tier but it doesn't seem possible. I know we can get SLA metrics but knowing how long a ticket was in each tier would be really useful.

Hello! Recently was added this feature to the messaging channel where the CSAT survey request is sent when the chat is over as an automatization. https://support.zendesk.com/hc/en-us/articles/1260801883730-About-CSAT-ratings-in-Zendesk-messaging The trigger is working well for us but how can I make a report of that CSAT rating in explore? This CSAT is not stored in the support data set, neither in the chat dataset. This is a key metric to our company would aprecciate some help 

Hey, At the moment we are using only the ticketing system (support), and I'm trying to figure out the best ways to measure the agents' productivity using only zendesk features and not tymshift. i need live data showing things like how many tickets they replied to (maybe public comments?) and things like how many open tickets they have or unanswered. would love it if you could share your best practices with me

We have a team who work on Zendesk explore. We were thinking of using tags to further classify some of our reports as the business requires. However I noticed in Zendesk Help guide that  “Note: Your pinned tags are visible only to you. Each Explore user can create their own pinned tags to suit their requirements.” Is there anyway to get around this where the tags created by a specified user is visible to all other Explore admins users?

Hello,  I need to identify a way in Zendesk Explore to filter by inbound email and call ticket to help create our First Call Resolution metric. I tried filtering by Submitter and by Requester, but I still get tickets generated by my internal staff included in the results.  Thanks,Dan

Hello,I try to have the average time spent by ticket in hours.At this stage, i'm using the metric “Total Time spent (sec)".How to have the same data I obtain in hours ? Thank you very much 

Hello, I'm trying to find a way to calculate average days  that an agent has used to solve tickets that the agent has worked.  Is there any way to create this sort of report?  Thank you

Hi Zendesk Support, According to the comments here, if a customer requires a callback but waits>60 min for it, they will not be connected to an agent automatically but a new Zendesk ticket is created for callback later https://support.zendesk.com/hc/en-us/community/posts/4645654279706-Call-Back-Feature. I noticed the ticket system info: queue callback request: expired, but no inbound call created in the call table. Is it because they required a callback so no inbound call has been created? Thanks!

Hi, I have couple of points that I'm hoping I can get some help here:We have a multiple tier support levels and one ticket can be handled by multiple agents during its lifetime. The last tier which a ticket can possibly be escalated/worked on is Tier 3; after which tickets gets Solved. How can I create a report which can show me the average first response time as well as average resolution time by respective agents?  We want to have these time metrics specifically sliced by agent. We want to also report on the average time taken by the Tier 3 agent to respond to the ticket (public reply); first time after it was escalated/assigned to them.  

Hi, I want to build an agent activity dashboard that will show the number of public comments, CSAT scores, and probably other stats as well, but for now, these are the main ones. I created a report for the public comments using the Updates History dataset, and the CSAT report using the Tickets dataset. I want the agents to filter the dashboard by their name and date and get relevant results. The problem is that there is no filter that will affect the two different datasets. I will need to add a pair of filters for each report. What's a creative way to workaround this and have one name filter and one date filter for the agents? Thanks!

Hi All, I'm having some trouble trying to find out how many tickets each of my agents handles per day (solved + pending + on hold). I can find # of solved tickets per day but I really want to account for all tickets they handle daily. Im hoping someone here can help me as I haven't found a solution through support.  Thanks!     

Is it possible to include metrics from 2 time periods in one report? E.g. for ticket form, report  the number of tickets created last month and the number of tickets created in the past 12 months?

Hi. The Explore function reference documentation doesn't mention it, and the example doesn't cover it, but it seems REGEXP_REPLACE function in Zendesk Explore will only replace the very first occurrence of a match.  Use cases I want to use it to clear some numbers from a string but the numbers can occur multiple times (not determined how many). This is to normalize some error messages so we can count which messages are most common (and need to remove the parts of errors that are unique references so we can aggregate the general messages). Another use is sometimes we use fields where we want to redact som PII data from showing. Example Trying to replace numbers (simplified, but here we have both PII data and we want to remove unique references to errors can be grouped), and the messages themselves can vary a lot: StatusCode was: 400 {"code":"400","message":"already in 123456","transactionId":"xudcegdjeysbjjeesehd"}}StatusCode was: 400 {"code":"400","message":"already in 654321","tr

Hello! Could you please clarify if there any way to count the time, which is spent to answer the request in the ticket (like "First reply time" metrics)? Example: We have received a question in ticket. After 10 minutes the agent has replied. After some time we receive another question in this ticket. This time it took us 30 minutes to answer it. So Average reply time is 20 minutes. Thank you in advance!

Good afternoon, I am trying to download the results in this view by clicking on Actions/Export as CSV but nothing seems to happened. Could you please advise? Thanks

How can I create a report that will show me tickets that were in a Pending Status but moved to an Open Status because the customer responded. I would like to report thi by month and count.

Hi, I would like this measure "Duration before first assignment" in Business Hours. For now, i start with this formula: DATE_DIFF(First assignment of ticket - Horodatage], [Created tickets - Horodatage], "nb_of_hours")   But I don't know how to add this value.  

Hello, I was wondering whether there was any way to remove deleted ticket fields from being visible in filters on Dashboards?  I have Excluded all deleted Ticket Organisation Name's them from a Query;   But they still appear in the first page of the filter in a dashboard that contains the query.   Is there any way of making it, so they don't appear. 

Recently when trying to gauge the One Touch Resolution for my company's customer support team, I found that the reporting itself is incorrectly pulling the data. In Zendesk's helpdesk articles (https://support.zendesk.com/hc/en-us/articles/4408820618266-How-are-one-touch-resolutions-calculated-) it states that One Touch Tickets are those where there is less than 2 replies from the customer support agent to the customer. When using the available Report recipe: https://support.zendesk.com/hc/en-us/articles/4408843225370-Explore-recipe-One-touch-tickets from Zendesk, I found that many of the tickets this report was pulling had 3-5 replies from the agent to the customer and even some that had 5 or more. If the reporting was properly working those tickets should not have been pulled into this report. I reached out to support on this, and they are bringing it to their product team, but there has not yet been a ETA on fixing this. My company is trying to gain data on our current KPI's and thi

Hello all, We want to track the average the tickets from a certain period was in on-hold status. For example, if there are three tickets from that period as follows: Ticket #1 was new for X min, pending for Y min, on-hold for 5 min, pending for Z min, on-hold for 3 min, solved. Ticket #2 was new for X min, on-hold for 4 min, open for Y min, solved. Ticket #3 was never in status on-hold (0 min). We want to receive the average of 8 (5+3) and 4, and not the average of 5, 3, 4, and 0. How do we build that in explore? Currently we can track how much on average a ticket stayed on-hold after each time it was submitted with this status, but that is not what we want.

Within the Account section, under Tools, navigating to Reports and selecting CSV export, we encounter an issue with the file size, which currently stands at 2.4 GB, making it too large for Excel to handle effectively.Presently, there's no provision to specify a date range to limit the file size. Consequently, we resort to third-party applications to split the CSV export file, a process that consumes considerable time and resources, which we deem inefficient.We propose that Zendesk incorporate a basic feature allowing users to select a date range, thereby mitigating this challenge and streamlining the data handling process.

I am interested in knowing the time between comments and time since last public comment.  I see that I can report on the count of comments, but I want to know how long it has been between comments, especially for tickets that have been going on for a while.  For example, Agent A sends a public reply saying they need to do more investigation and changes the ticket status to On Hold. They don't reply for over 1 week. There are few responses back and forth. I would like to see the time between those responses. How can I do this?

Hi,  I want to setup a reporting to count all tickets updates that set ticket state to "solved" wihtout public reply from the agent to the customer. Sample usecase is that the customer answers with "Thank you" after Ticket has been solved by the agent, which opens the ticket again. This event needs to be counted as a sepreate metric.I hope I was able to convey my demand. Best Kevin

While sharing Beta builder dashboards with users and restricting their access to a specific condition (i.e all data access is not being provided, instead access is restricted to some condition), users aren't able to download data. Data export feature isn't working with customized access wherein with All data access it's working all fine. I would request the respective team to look into this issue, as this is impacting user experience. thanks!