Analytics

I would like to be able to track the SLA history of a ticket. Something like:Ticket 12345First Reply Metric Entered, 03/26/2024 9:15 AMFirst Reply Metrice Success (i.e. first reply was sent) 03/26/2024 10:00 AMCustomer Replied 03/26/2024 10:05 AM Next Reply Metric Entered, 03/26/2024 10:05 AMNext Reply Metric Failed, 03/28/2024 10:06 AMAgent Replied 03/28/2024 11:30 AM..Etc. Anybody have any way to make this happens? The above format is not firm…I'm open to anything that makes it easy to see what happened.   

Hi there!My report names started showing on the bottom of the reports in a dashboard, without any updates on my end.I'm not sure where to change this, I'd like to remove them.Last week they weren't showing (I take a screenshot every week for a meeting):

Im trying to create a report to show the % SLA achievement rate by priority month over month. I want the x axis to have the months (ticket created date), the y axis should have the %, and then lines to indicate each priority (low, normal, high, urgent). I have a report created but the priorities are separated into their own graph but I want these to be combined in one graph. I think I need to create a standard calculated metric for priority in order to achieve this. This is the formula I tried to enter but I'm getting an error and I can't figure out how to fix it. Can anyone help me with this?  IF(  [Ticket Priority Value] = 'low',  1,  IF(    [Ticket Priority Value] = 'normal',    2,    IF(      [Ticket Priority Value] = 'high',      3,      IF(        [Ticket Priority Value] = 'urgent',        4,        0      )&nbsp

Is there a way to report on which of my agents added internal comments to tickets and how many tickets in a specific time frame? 

I was wondering if anyone found a way to pull a report on article views on articles that contain a certain phrase for example "settings" or "customer support"

Is there any metric we can use on Explore to count tickets that have been updated by agents, but NOT closed?We have a team who is responsible for categorizing tickets and sending to the right teams and need to check how many tickets they've updated within a week.Main issue would be how to count how many tickets and individual has updated, since they're only filling in fields and they don't show as assignees.

Morning folks! I'm trying to use an "Assignee Name" data filter on one of my dashboards but it keeps pulling all users information. Since end users can't be assigned to tickets is there a way for me to work around it, or a better way to apply this filter?

When doing a stats review with one of our groups today we found that the Last Assignment to Resolution time is higher than the Full Resolution Time. This doesn't make sense. It was only be a .1 difference, so we thought maybe it had to do with rounding? I exported the drill-in report and found that no, there is definitely a difference in Last Assignment to Resolution times being higher than Full Resolution time. How is this possible?

In the explore section we currently use Talk Live to report on live data after a specific time.  I was wondering if there is anyway to change  the hours (as pictured) that is set on the dashboard to conform to business hours that are specified by the organisation? If not is there anyway to get up to date live data regarding the same metric presented on the dashbaord? I have tried using the data set of Zendesk talk but the data seems to be 2 hours behind live. 

Hello. I am new to the reporting in Zendesk and Explore. I need to pull the following datasets: - Published articles viewed per Category (including article title, category, and section as columns) - Published articles viewed per Section (including article title, category, and section as columns) I need to see Categories and Sections as metrics by which I can filter. Am I missing something? Thank you in advance for your assistance.   

Hi  I am trying to make a report that shows the amount of knowledge articles by end of month. I am trying to show the increase in knowledge articles over time.  Any body that can help me get this created ?   

Is there a way to report on languages used for our help center forms? I am seeing users assigned languages but not ticket specific. Alternatively, is there a way to make a field on the ticket form mirror the user form? 

Hola comunidad!Me encuentro intentando crear una métrica que me permita obtener el porcentaje de solicitantes que ha solicitado un ticket con una etiqueta en particular versus el total de solicitantes, pero por ahora solo he logrado crear métricas en relación con la cantidad de tickets.Por favor su apoyo, gracias

Hi, We are working in a bigger company that has a team to monitor the solved ticket and I want to know if there is anyway to make the QA team not pick the ticket from the queue and to be assigned to review it randomly Regards

I'm trying to pull a report on how many times in a given period each agent has updated a custom field. When I build the report in Support:Updates (and use a custom attribute to tell it that I only want it to count updates for when a custom checkbox went from "0" to "1"), it gives me some of the correct tickets for each agent, but not all of them. The vast majority end up in "null" without an updater name attached. How is that possible? How can I get accurate information about who clicked the checkbox? Or at least about who was assigned to the ticket when the checkbox got clicked?

We currently do weekly reporting and I noticed there are issues with CSAT because either the Ticket Update attribute or Date Solved attribute can be used. But is it possible to just have an attribute that is Date Survey Submitted?    

Hello , Drill in is not working properly when I choose a filter  for example if want to export created tickets in certain time range that has a certain complaint type it will give me all the created tickets in the time range not just the tickets for this complaint type what can I do to solve that ?

I would like to make a report in Zendesk Explore to get insight in the duration that a ticket was open before it is send to a specific support group.This needs to have the time on hold and pending excluded. I can make a standard calculated metric by:IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]="360002075837") AND ([Changes - New value]="360007767018") THEN ( DATE_DIFF([Update - Date],[Ticket created - Date],"nb_of_hours"))ENDIF This does include the time on hold and pending.To remove the time on hold I expected to be able to to:IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]="360002075837") AND ([Changes - New value]="360007767018") THEN ( DATE_DIFF([Update - Date],[Ticket created - Date],"nb_of_hours") - VALUE(On-hold status time (hrs)))ENDIFThis results in 0 data. How can I calculate the time in hours that a ticket was on other support groups before it is send to this specific one, without the time the ticket was on hold or p

Struggling to figure out an Explore recipe to tell me how many users repeatedly use Live Chat within 1 day (or week). I can easily get a report by Ticket requester, but care far less about the actual individual's name and instead want a sum of the users who used Live Chat 1 time that day, 2 times that day, 3 times that day, etc. I can't figure out how to manipulate the data based on the metrics available. Help?

Hello,  I need to track all the tickets that come into a group. So let's say that I have 100 groups and I want to know how many tickets are beeing sent to "the group". I have created this metric inspired by this post https://support.zendesk.com/hc/en-us/articles/4408835929882-Explore-recipe-Tracking-ticket-assigns-across-groups D_COUNT IF ([Changes - Field name] = "group_id" AND//this are all the other groups[Changes - Previous value] != "124188xx" OR[Changes - Previous value] != "131997xx" OR[Changes - Previous value] != "221641xx" OR[Changes - Previous value] != "607695xx" OR[Changes - Previous value] != "609133xx" OR[Changes - Previous value] != "15214xx" OR[Changes - Previous value] != "6071xx" OR[Changes - Previous value] != "12788xx" OR[Changes - Previous value] != "554xx" OR[Changes - Previous value] != "80708xx" OR[Changes - Previous value] != "2111xx" OR[Changes - Previous value] != "21112xx" OR[Changes - Previous value] != "211122xx" OR[Changes - Previous value] != "2111

Hi all, Would someone please be able to help me generate a metric to confirm all organisations that do not have domains attached to them? In short, we have a sync set up with another system which sometimes requires manual intervention to ensure updates pull through.* Ever so often, the odd domain will not be included - be that due to manual error from one of our CSMs inputting data or due to the timing of the org pulling through and the details not updating after**If anyone can help me with creating a report to show all of these organisations then that'd be greatly appreciated as from there, I'll be able to ensure all are filled out correctly. Thanks! 😁

Is there a way to track one view SLA's (internal requests) by percentage of success meaning that we respond back to those tickets in the internal request view within 12-24 hours or receipt

I would like to have the satisfaction review linked to each agent that has been assigned to a ticket. Actually right now only the last agent assigned is affected by the satisfaction review left by customer. How can I do to have report where the satisfaction is applied to all agent assigned.  IE:  My ticket 1234: has been first handled by agent 1 from customer support level 1.  The ticket 1234 is then forwarded to the finance team and is handled by agent 2.  The ticket is solved and receive a good review. Only agent 2 will be implacted by the review. I would like the review to be reflected in reports in both Agent 1 and agent 2, AND also in group customer support level 1 and finance team.  Is there a workaround to make this? 

What dates are included in "last week" and "this week"? I am assuming "this week" = the most recent Sunday through today (including today); and I am assuming that "last week" is the previous Sunday - Saturday period. Are my assumptions correct?  

Hello! I have been trying to find a way to filter for tickets that entered status "Pending", yesterday. Not sure if there is a way to determine "last status change", and then filter to just "Pending" tickets or similar. Thanks for any help!