Create report from two different datasets

I strongly agree!!
It is very valuable to be able to see how agents respond to customer questions and use those responses to improve the content of the Help Center.
Please add me to the list.

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

We would like to try that API without cost if possible!!

We can not make a custom dashboard via API without cost, our work has a value. If you are stil interested we can define the details.

You don't need create a custom API, but I would like to see it modified so that we can create our own.We are very excited about Zendesk.

Another vote for the ability to combine datasets. I need to be able to show performance of agents updating knowledge base articles that don't have anything to do with tickets.

Hi - adding a use case from this in response to my support ticket (#11483638).

We're currently not able to track SLA by agent due to the inability to query from two datasets. For example, in ticket 2521989, both agent Max Brand and agent Juliua Fraser replied to the customer. Yet, in Explore, I'm only able to attribute the SLA targets to Juliua Fraser since she is the current ticket assignee. We need a way to look at the assignee of the time of the SLA breach/achievement. 

+1 

This feature would be really helpful.

I agree, this is a critical feature that would be very useful.

The backlog dataset has some valuable information but there is little flexibility in terms of drilling down into the data.  Allowing the ability to use this in conjunction with the ticket datasets would be a huge plus.

+1! Having an easy to view "scorecard" would be much easier rather than scrolling between different reports to the same week on a dashboard - would be nice to have all side by side.

Please escalate this request for development.

For us as an organization, I need to understand how many tickets are closed on the first call. This is currently impossible to do with the Talk Dataset. When we use the Support Data set, we can use the One-Touch metric, but then this includes emails, both inbound and outbound both for customer and non customer communications. From a business decision standpoint, we are unable to understand our needed staffing levels because the data can't be filtered to add metrics like "completed inbound call" contained in the Talk dataset. 

This single issue is critical to our organization and frankly only one of many examples that could add a significant amount of value to this platform. Unfortunately we are unable to get the data we need on our own nor can Zendesk support team provide any support when we reach out in a ticket. 

Can we get an update on this?

Any updates on this ?

Is it still a thing?

Sadly yes @johannes12 . Zendesk will nickel and dime and charge you for features for seats not even needing it but can’t figure out holistic reporting. I mean, I recently even asked for just the simple recipe for their out of the box first resolution so I could edit it and they apparently don’t even have/know that. 🤷‍♀️ Hoping they can let us report holistically soon! 

No one cares.???

Thank you for continuing to provide your feedback. We hear you and understand that reporting across multiple datasets could bring extra insights to your organisation. This year, most of the effort in the Zendesk analytics space is spent on the introduction of new datasets and the new Dashboard Builder. Once we will resume the work on the new Report Builder, we will address the issue of joining data from multiple datasets.

So no movement expected on this until 2026? 6 years after the feature was first ‘on your radar’?

5年も前から要望があるようですね　是非実現をお願いします