Analytics

Hello everyone  I want to export a weekly report from zendesk but I cant find the query icon although Iam an admin on zendesk,please help and support how can I show this icon??

Hi folks! Really hoping you can help me out with this, it's been a perpetual headache. Here's the situation: my org uses three different macros (associated with tags, let's call them 'tag1', 'tag2', 'tag3') that individual agents apply to a ticket when they want to reassign it to a different group (managers and leads). The macro automatically reassigns the ticket when applied. I want to be able to count how many times per month each agent is triggering each reassignment type.  For context, this is to quantify agent work on tickets that aren't solved in their name. For instance, if John Doe works hard on a ticket and ends up reassigning it to a manager using one of the reassignment macros, he won't get the solve credit, but we still want to quantify his labor. My current attempt is using the Support: Updates History dataset to try to find this information. Since I believe Zendesk does not at this moment have a way to track tag use, we have set up an automatic checkbox ("R

We recently did an overhaul of our groups, during this update a decent amount of tickets were assigned to the wrong agent. Unfortunately, no one caught this error until after the weekend when most of the tickets went from Solved to Closed.  I'm looking for guidance on building a report that would show tickets that were reassigned, who the original assignee was, and the total count of tickets reassigned. 

We are using AnswerBot on the Web Widget classic.   Has anyone found useful reports to figure out what your users are looking for and what is being recommended? We are trying to prove the value of the bot but having a hard time doing so. I would love some help in building out a useful report!

Is there a way for the Zendesk Answer bot to track free text that is submitted when a issue is not resolved ? 

1. This Week Tickets (Created)- Count of tickets created between Friday of the previous week and Thursday of the current week.IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=7) THEN [Ticket ID] ENDIF 2. Last Week Tickets (Created)-Count of tickets created between two Fridays ago and Thursday of last week.IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")>7) AND (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=14) THEN [Ticket ID] ENDIF 3. Last 4 Week Tickets (Cretated)-Count of tickets created between four Fridays ago and Thursday of the current week.IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")>7) AND (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days")<=35) THEN [Ticket ID] ENDIF Above are the three metrics I am using to compare Inflow tickets volume of this week(Friday -Thursday) with last week and last 4 weeks volume average.However while doing analysis the numbers on dashboard keeps changing and I am fa

Hello!  We're trying to get a report that shows a line graph of the number of solved tickets for an agent for their first 30 days, 90 days, three months, etc., to see how our training is affecting those numbers. The tricky part is that agents started at different times, so I need to compare different date ranges.

We are looking to create a fixed dashboard for agents to be able to track their progress for the current week, compared to the previous week (and potentially as well for the current month, compared to the previous month).  Ideally, we would like to code this out with calculated metrics / attributes, so that they do not have to utilize time filters within the dashboard.  This can be done easily in Explore, but it does not take into consideration how far along we are in the week at the time the dashboard is viewed, and therefore does not give accurate feedback to the agent as to how they are currently tracking.  For Example: A report for Agent Public Replies may show 75 for the previous week, and only 11 for the current week, simply because it is still early in the current week.  In order to create a more accurate perspective for the agents, we would like to display the previous week, month, etc. relative to the date (and / or time) within the current week. 

I need to create a simple dashboard Table Column 1: Ticket Link Column 2: Ticket Subject Line I need to be able to apply a filter that filters down to specific organizations by name. However, reports need a metric to aggregate on which is not what I am looking for here. Could someone please step me through creating this. Thanks

Hello, we're trying to create a workaround to get product feedback from customers through proactive messages/bot flow so that they don't need to engage with support to provide feedback on new features. We created a custom dropdown field that contains levels of satisfaction (similar to a CSAT). We want to be able to report on which dropdown answers were selected, is this possible? And if so, can we report on the # of answers selected and by which users? Thanks! 

Hello! I'm using the Zendesk Support dasboard that comes by default with Explore and I'm looking at tickets from last week (2/4- 2/10). It says SLA achievement rate (% of achieved tickets from the total number of SLA tickets) is 100%. However, right next to it, it says there is one SLA breached ticket (Tickets that have at least one SLA target breach) and 7 SLA achieved tickets. It would seem like data contradicts itself. Drilling in, it seems the one breached ticket (#2212 for reference) is not listed in the SLA achievement rate ticket list. #2212 was created on 2/2, however that ticket's breached target was due on 2/6 (or at least that's the SLA update timestamp) so it should be counted for this period, right? Even when scrolling down and looking at the "Achieved and breached SLA targets by metric" chart, it seems like it doesn't count the 2/6 breached target either. This is really confusing. I'd appreciate it if anyone could help me understand what's going on and if I'm interpreti

I've seen numerous articles about reporting on IVR usage by destination, and about tagging keypresses so these are surfaced on tickets. I'm looking for something way simpler. I merely want a report that shows the traffic flow through the IVR, by showing keypresses at each branch. It is the most basic view I can think of, and yet I've been inept at finding the solution. All help appreciated.

Much of the time our agents sets a ticket to Pending, instead of Solving the tickets. This is so the customer don't feel like we are closing the ticket if it's in fact not solved.How do I create a report that illustrates tickets set in Pending also counting as Solved (or create a new name, doesn't matter).Then we can see our true handling time, cause it looks like that it takes 4-5 days for an agent to solve a ticket since we have the automation that after 96 hours the ticket auto-solved if in Pending.Also shocking that Zendesk Support yet again cannot help with such requests and just points you to community forum..Please assist! :-)

If a ticket goes into onhold status and say remains there for a week, when the ticket is finally marked as solved, does the full resolution time take into account the week it was onhold for?

Could you help me build a recipe to calculate the number of tickets, per ticket status, per hour? For example: Column A: Time of The day, Column B: ticket status, Column C: count 2PM: New - 5 tickets, Open - 10 tickets, On hold - 2 tickets 3PM: New - 2 tickets, Open 12 tickets, On hold - 2 tickets   Is there any way to create this sort of report? Thank you

I wanted to share some steps I came up with for reporting ticket volume in a way that allows you to see % change year-over-year by month. This requires creating custom metrics and attributes in Zendesk Explore. Hope this is useful to some folks out there in Explore world! 1. Create a new custom metric called "Tickets Created - Current 12 Months (YoY)": Returns the total number of tickets submitted within the latest 12 month period. Here is the formula/code: IF(DATE_GREATER_OR_EQUAL([Ticket created - Date], DATE_ADD(START_OF_MONTH(TODAY()), "year", -1)) AND DATE_LESS([Ticket created - Date],START_OF_MONTH(TODAY())))THEN [Ticket ID]ENDIF   2. Create a custom metric called "Tickets Created - Previous 12 Months (YoY)": Returns the total number of tickets submitted within the previous 12 month period. Here is the formula/code: IF (DATE_GREATER_OR_EQUAL([Ticket created - Date], DATE_ADD(START_OF_MONTH(TODAY()), "year", -2)) AND DATE_LESS([Ticket created - Date],DATE_ADD(START_OF_

Is there a way to report on use of generative AI features? For example, could I generate a report of how frequently users apply Enhanced writing or Summarize conversation?  Use Case: Training. Would like to track if agents are using these features effectively and train them if necessary. 

I want the average number of tickets solved by the agent report shown by day, excluding weekends, and the average number of tickets solved monthly. Currently, I can exclude the weekend, but when calculating the average per month, I cannot exclude the day the agent is not working. (e.g. holiday, sick).  I have tried using the metric filter to get the D_Count(tickets solved) to start from 1, but have had no success with the average monthly calculation. How do I exclude the date count when the ticket solved is 0?The below is the setting I currently use

  Hello Community, I want to basically add some colour to these results based on percentage so above 20% Green, and below red etc. Any help would be appreciated - thanks. JackG

I am new to Zendesk reporting and dashboards. I have a request to make the math work. Basically they want the Tickets solved (time period) + Tickets unsolved (time period) = Tickets Created (time period). As you can see in the screenshot, the time periods of 'Yesterday' and 'This Week' work as expected. The issue is 'Not Solved' last week. If the ticket created 'last week' is solved on Sunday or Monday then it is not counted in the 'not solved last week' count.  For the 'not solved last week' I need to be able to count tickets 'created and not solved last week' regardless of their current status this week. IOW - how many unsolved tickets on Saturday night? How do I do that?

Hi everyone!  This method got me extremely close to an accurate Next Reply Time metric in Explore and without having to rely on ticket status updates. It only applies to the usual async channels, however (i.e. doesn't apply to messaging or chat as this depends on trigger 'Comment' conditions). Disclaimer on accuracy Please bear in mind that this is a 'nice-to-have'. My own tests came pretty close to reality as I confirmed things across many individual tickets: my NRT durations diverged approx. 2% on average from reality in a few cases. That said, please note that things can differ between accounts and depend on external factors (e.g. how agents adhere to conventional usage of ticket statuses and updates; Explore's own calculation limitations; etc). In other words, I highly recommend you take some time to properly analyze the data and confirm things on your end. The setup This configuration requires a custom field and a few triggers to be setup in Support, and then a standard calcu

Hello, is there a way to report on KCA article views or search trends? How can we track usage of KCA?

Is there any way to get both parent and child tickets data, along with their total timelog in one report? Here is a sample report format that explains what I'm trying to achieve:

Hi team, I am posting this to the community forum as this has been an issue myself and our team have raised various times to Zendesk over the past two years - however, we've been challenged with facing the same issue and no feedback or resolution over the course of our tickets submitted by various teammates have addressed this issue. I would like to see if the community has faced a similar issue and/or if Zendesk has plans to address this.   Problem statement: The core issue is that team publishing only captures the unique article event for article creation, as that event can only occur on an article once. However, publishing events can occur on an article multiple times. We are trying to capture how many unique articles were published in a given time frame and by which agents, not how many times the publishing event/click occurred in a time frame: Per your article https://support.zendesk.com/hc/en-us/articles/4409155064090-Metrics-and-attributes-for-Zendesk-Guide, there is a cus

What creates these selectable filters and how do I create them?