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Andrew51
July 13, 2021
Question

Reporting Metrics via Emails

  • July 13, 2021
  • 3 replies
  • 39 views

Hey All,

I'm wondering if there is a way that I can get simple reporting metrics sent to me via email every week or month. Looking to have things like:

- First Time Response

- Majority of the issues closed

- Average Ticket Closure Time

- Weekly Satisfaction Ratings

Is it possible for a trigger to be created that can display this to me via email? 

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    3 replies

    ZZ59
    ZZ59
    July 13, 2021

    Andrew

    Triggers are not used for that kind of thing. Triggers fire when a ticket is updated.

    To send out weekly metrics by email, you use Explore which is the Zendesk provided reporting tool.

    First you would create a query, add it to a dashboard and then schedule its delivery. You can find out about scheduling reports here.

    A
    Andrew51Author
    July 13, 2021

    Thanks Graeme.

    Are there any basic videos which show you how to create the queries within Explore as it all seems quite complicated?

     

    ZZ59
    ZZ59
    July 13, 2021

    Andrew

    Yes, it can be overwhelming at first. I am not sure that there are many videos, but the getting started articles are here.

    It would be best to follow those examples first, then look at the Explore recipes . Try to recreate a recipe that interests you.

    Remember that Zendesk do provide a suit of dashboards for you. So they may meet your needs without modification.

    Once you have that grounding, you can try to create your own reports.

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