Forums/Documentation/Reporting and performance

Monitoring ticket activity and agent performance with reports

Anton de Young
posted this on May 12, 2011 11:18

Using reports, you can monitor daily ticket activity, agent performance, compliance with your service level agreements, average resolution times, and so on. Reports are detailed snapshots of collections of tickets within a time period. You can use many of the ticket properties to define the types of tickets that you want to monitor with a report. You can also define a time period based on your business hours.

Reports are created by administrators and can be used by agents.

Note: For information about Advanced Analytics with GoodData, see Setting up Advanced Analytics.

Reports consist of a graph and a data table, which are different views of the same day-to-day ticket activity within a set time period.

The report graph is a visual rendering of the data. If you place your mouse cursor over the graph, you'll see the totals for each data series for each day. The legend consists of the names of the data series that were added to the report. In this example, there are three data series that show all unsolved tickets (which includes new, open, and pending tickets), new tickets, and solved tickets.

Note: If you're wondering, there's no significance to the colors of the graph lines. You can add up to 8 data series to a report and each one is assigned a color to make the graph readable.

The report table displays the same data but in a day-by-day table format. This is also the format that you can download as either a CSV (comma separated values) file or as an XML file. See Exporting reports.

Every report defines a time period and a set of conditions to select the set of tickets to be contained in the report. See Creating reports.

Zendesk reports to get you started

Zendesk provides you with a set of reports for day-to-day support management. To view these reports, follow these steps:

  1. Click the Admin  icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.

You can select Edit beside any report to see the time period and conditions that have been defined for that report.

  • Backlog Evolution

    This report uses unsolved tickets as a baseline to compare against incoming new tickets and the daily rate of solved tickets over the last three months.

  • High & Urgent Priority Tickets

    This report uses high and urgent unsolved tickets as a baseline to compare against incoming new high and urgent tickets and the daily rate of solved high and urgent tickets over the last three months.

  • Incident Evolution

    This report displays tickets with the type set to Incident, comparing new incident tickets with resolved and unsolved incident tickets over the last 3 months.

  • Resolution Times

    This report displays resolution times for solved and closed tickets over the last three months using three measurements of time: less than 2 hours, less than 8 hours, and less than 24 hours.

  • Ticket Priorities

    This report displays tickets by priority groupings over the last 3 months. Tickets with low and normal priorities are grouped together as are tickets with high and urgent priorities.

You can use these reports as is or clone them to make copies that you can modify and repurpose. You can also edit these reports but it's better to clone them and make changes to the copies. You can't deactivate reports, but you can delete them if needed.

Creating reports

Only administrators can create reports, agents cannot. Agents can view reports and export report data to downloadable files (see Exporting reports).

Reports consist of the following data elements:
  • A reporting period, which specifies the time period for the report. For example, you might include tickets from the last week or between specific dates.
  • One or more data series, which defines the set of tickets to be displayed in the report. You use conditions to select the set of tickets to display.
To create a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Click Add report.
  4. Enter a report title.
  5. Set the reporting period (described below).
  6. Create one or more data series (described below).
  7. To preview the report, select Preview Report and then click Submit.
  8. To save the report, select Create Report and then click Submit.

You can generate the same report once every 30 minutes.

Setting the reporting period

The reporting period can be set in either of two ways: in time periods relative to today or by specifying a beginning and an end date.

The Relative to today option allows you to chose from these four periods of time:
  • Last week
  • Last two weeks
  • Last month
  • Last three months

The Fixed date interval option allows you to select a date range using specific start and end dates:

You can set a time period up to 3 months.

Building data series

You can include up to 8 data series in a report, each of which is shown as a column in a table and a graph (line) in a chart. Each data series must begin with one of the following ticket statuses:
  • Created tickets (new)
  • Resolved tickets (solved)
  • Unsolved tickets (new, open, or pending)
  • Old tickets (solved or closed)
  • All tickets (all ticket statuses)

Each of these is used to report on tickets of these types for every day during the time period you set for the report. For example, on day one of the time period there may be one new ticket, on day two seven new tickets, and day three no new tickets. A data series reports totals for every day of the time period, it's not a running total of the tickets for the entire time period.

In addition to selecting a ticket status, each data series can also include the conditions described in the following table to further define a set of tickets to display in the report.
Table 1. Data series conditions
ConditionDescription
Priority

There are four values for priority: Low, Normal, High, and Urgent.

As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent:

Priority is less than Urgent
Type

The ticket type values are:

Question

Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.

Problem is a support issue that needs to be resolved.

Task is used by the support agents to track various tasks.
Group Select a group name.
Assignee Select an agent.
Organization Select an organization.
Tags

You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be entered. They must be separated with a space.

Ticket channel The ticket channel is where and how the ticket was created and can be any of the following:
  • Web form
  • Email
  • Chat
  • Twitter
  • Twitter DM (direct message)
  • Twitter Favorite
  • Voicemail
  • Phone call (incoming)
  • Get Satisfaction
  • Feedback Tab
  • Web service (API)
  • Trigger or automation
  • Forum topic
  • Closed ticket
  • Ticket sharing
  • Facebook Post
Resolution time in hours This is the total amount of time before the ticket was closed.
Ticket Satisfaction Ticket satisfaction rating is available to Regular, Plus, and Enterprise plans. This condition returns the following customer satisfaction rating values:
  • Unoffered means that the survey has not previously been sent
  • Offered means that the survey has already been sent
  • Bad means that the ticket has received a negative rating
  • Good means that the ticket has received a positive rating
Requester's language Returns the language preference of the person who submitted the request.
Reopens Available in the Plus and Enterprise plans. The number of times a ticket has moved from Solved to Open or Pending.
Agent replies Available in the Plus and Enterprise plans. The number of public agent comments.
Group stations Available in the Plus and Enterprise plans. The number of different groups to which a ticket has been assigned.
Assignee stations Available in the Plus and Enterprise plans. The number of different agents to which a ticket has been assigned.
First reply time in hours Available in the Plus and Enterprise plans. The time between ticket creation and the first public comment from an agent. You can specify either calendar hours or business hours.
First resolution time in hours Available in the Plus and Enterprise plans. The time from when a ticket is created to when it is first solved. You can specify either calendar hours or business hours.
Full resolution time in hours Available in the Plus and Enterprise plans. The time from when a ticket is created to when it is solved for the last time. You can specify either calendar hours or business hours.
Agent wait time in hours Available in the Plus and Enterprise plans. The cumulative time a ticket has been in a Pending state (awaiting customer response). You can specify either calendar hours or business hours.
Requester wait time in hours Available in the Plus and Enterprise plans. The cumulative time that a ticket is in a New and Open state. You can specify either calendar hours or business hours.
On-hold time in hours Available in the Plus and Enterprise plans. The cumulative time that a ticket is in the On-hold status. You can specify either calendar hours or business hours.
Custom fields Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes.

Exporting reports

Every report in your Zendesk can be immediately downloaded as either a CSV or XML file. Only administrators can download reports, not agents.

To download a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Select a report.
  4. Select either CSV or XML. The files are immediately downloaded to your computer.

CSV files can be opened in spreadsheet applications like Microsoft Excel and OpenOffice.org Calc.

Note: If you are on Plus or Enterprise, you can export data from your Zendesk to downloadable CSV or XML files. You can export ticket data, user data, or a full data export. See Exporting data to a CSV or XML file. You can also get data from your Zendesk using the REST API. See the Zendesk REST API documentation.

Editing and cloning reports

Administrators can edit and clone reports. Cloning a report creates a copy that can be modified and used for some other purpose.

To edit a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to edit and select Edit.
  4. Modify the title, time period, and data series as needed.
  5. Select Update Report and then click Submit.
To clone a view
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to clone and select Clone. This command appears when you move your mouse over the report in the list of reports.
  4. Enter a new name for your report and modify the title, time period, and data series as needed.
  5. Select Create Report and then click Submit.

Deleting reports

Reports can be deleted. Only administrators can delete reports.

To delete a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to delete and select Edit.
  4. Select Delete Report and then click Submit.
 

Comments

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Sally Coleman

Hi please can you advise if the SLA clock stops when a ticket is put on hold?

 

Thanks

 

Sally

September 21, 2011 08:33
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Joy Carletti
Zendesk

Hi Sally, When you say 'on hold' do you mean in pending status (which normally indicates waiting for info from customer)?  This will not stop your SLA clock. 

September 23, 2011 10:24
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Sally Coleman

Hi Joy, thanks for the update that answers my question!

September 26, 2011 01:00
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Oliver

Is data available longer than 3 month intervals?

September 29, 2011 19:31
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elias pardon

Hello, in chapter Building data series they mention a list of possible Data series conditions.  What is the problem if we only see but 6 of them?

Do we need an other account?  We now have the regular account.

October 05, 2011 05:56
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Aaron Pewtherer
Zendesk

@Oliver: 3 months is the maximum relative to today. Plus+ and Enterprise customers can use their GoodData Integration to view all tickets.
@Elias: On Reporting, all plans allow for a maximum of 8 data series. If this is not occurring, please submit a ticket to support@zendesk.com, and include a screenshot.

October 05, 2011 15:02
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Grant Rayner

I'm not convinced the numbers in reports using Agent replies is accurate, part of the issue would be agents forgetting or choosing not to assign the ticket to themself when they reply, afaik you can only choose the assigned agent for a Data series so any unassigned ticket activity is missed.

Agent replies The number of public agent comments.

I think it would be great to be able to see total ticket handles by agents and a breakdown of that activity;

so you'd see a report with data like;

Agent              Closes         Public replies         Priv comment         reassignments       Total Handles

Agent A             10                  5                                 4                              10                              29

Agent B              8                    10                              2                               5                               25

etc etc

Again it'd be best if it didn't matter if the ticket was assigned to the agent for the handle to count.

This would give a clear picture of how individual agents work and their workloads, different companies and teams may value different metrics more highly, I personally think Public Replies is a key metric so am glad you have that already, some may take an interest in total data input by an agent, so a two word reply would not count as much as a two page response for example.

Generally if the data is held somewhere then giving us ways to access it and generate reports will always be appreciated, the more Conditions / Parameters the better.

November 03, 2011 04:04
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Max McCal
Product Manager

Hi, Grant -

The agent replies metric is definitely reporting the number of public agent comments on the ticket, but it doesn't create something quite like you're describing. The metric measures the total number of public agent comments, whether they are made by the assignee on the ticket or not.

All of these metrics measure these valuables on a per-ticket basis, not a per-agent basis. We don't have that kind of reporting at this time. The same is true when you limit a report based on the assignee---it's checking whether that agent is the assignee on each ticket, and agent replies count is irrespective of that.

Thanks for the detailed suggestions. We may consider functionality like this in the future, and it has been a popular request. Would you mind adding your request to the our feature request forums? That's where our development team looks for info like this. I can see that there is already at least one topic like this. https://support.zendesk.com/entries/488261 

Detailed use cases are very helpful. Thanks!

November 03, 2011 16:25
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Gail Flynn
meteorcomm
How can I create a report showing how long tickets have been open, if they are not yet closed? We want to show open ticket trends (such as: Open 10 days), but I'm not sure how to pull that duration information.
January 18, 2012 14:42
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Gail Flynn
meteorcomm
Some of my comment got clipped - we want to show Open 10 days.
January 18, 2012 14:43
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Gail Flynn
meteorcomm
Wow - that really got clipped: Open less than 1 day Open 1-3 days Open 3-7 days Open 7-10 days Open greater than 10 days
January 18, 2012 14:44
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Jill Kaselitz
Zendesk

Hi Gail,

You can accomplish this in a Zendesk report based on your unsolved tickets and the requester wait time in hours condition. From under Manage > Reporting > add report, you'll want to create a separate data series for each time period listed below.  I've also attached a screenshot of how 2 of these data series will appear in your account.

-Requester wait time in hours calendar or business less than 24 (tickets open less than 1 day)

-Requester wait time in hours calendar or business less than 72 and requester wait time in hours calendar or business greater than 24 (tickets open for 1-3 days)

-Requester wait time in hours calendar or business less than 168 and requester wait time in hours calendar or business greater than 72 (tickets open for 3-7 days)

-Requester wait time in hours calendar or business less than 240 and requester wait time in hours calendar or business greater than 168 (tickets open for 7-10 days)

-Requester wait time in hours calendar or business greater than 240 hours (tickets open for more than 10 days)

 

January 18, 2012 15:38
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Gail Flynn
meteorcomm
Terrific, Jill! Thank you for your assistance.
January 18, 2012 15:41
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Eric Stevens

When I export the CVS file, the spreadsheet will not allow me to see what the formulas are for determining resolution time, first reply time, etc. Is this by design?

January 25, 2012 20:16
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Aaron Pewtherer
Zendesk

@Eric Forumlas as explained above. The calculations are done before the report is generated. To see ticket properties place a ".xml" after the URL when viewing a ticket. If tickets are not displaying correctly, send us a support ticket so we can investigate.

January 26, 2012 11:37
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Jay Fleming
adaco

Simply stated is there an easy way to create a report to see how many tickets an agent picks up in a given time period?

In the past we have allowed agents to pick up there own tickets and I want to know who is pulling there weigh.

thanks,

Jay

February 06, 2012 11:25
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Aaron Pewtherer
Zendesk

@Jay WIth reporting inside Zendesk you can create a data series using a time range as a condition (E.g.: "First Reply time in hours Less than;Greater than...) For requesting time in averages, you will need to have a Plus+ account and perform a free export to a GoodData project.

February 06, 2012 11:42
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Julien Callede
MADE.com

Hi guys, 3 questions for me:

1. Is there a way of creating reports only visible by myself and/or some agents and/or only some admin?

2. Is there a way of exporting in CSV or anything else all tickets sent to a specific address, with their basic data (this is quite easy) AND with the text content of the ticket? (this is what i'm looking for) > I want to be able to read quickly through all tickets and rate the quality of answers manually, but it's too time consuming to screen through all answers one by one

3. do you have some great tips in order to monitor (and therefore improve) agents answer quality? (best tips welcome)

 

Thanks!

February 19, 2012 19:27
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Aaron Pewtherer
Zendesk

@Julien

1) Plus+ Accounts have reports available to all agents, with only Admin able to edit. For enhanced roles and view restrictions of Reports, only our Enterprise plan has this ability.

2) Yes. When the ticket arrives at a certain email address, use a trigger to tag the ticket. You can then use the trigger condition, "Ticket received at..." to add the tag. Comments, however, only appear on the XML export (Plus+ accounts) or API.

3) Suggestion: Ask you agents to create macros on a well-worded response for all to use. Then, you can tag the ticket at the same time to see what macros they are using. Then, you can run reports on how many tickets are being answered with macros versus their own words. Another best practice is to spot-check their responses. You can run automations every couple of hours that can send notifications to an email address of recently modified tickets.

February 21, 2012 11:36
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Julien Callede
MADE.com

Thanks Aaron, really useful! How do I create an XML report though? (we are Plus+ account)

February 21, 2012 19:22
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Aaron Pewtherer
Zendesk

@Julien On PLus+ accounts, you can create a Full XML backup under Manage > Reporting > export [tab] > Full XML export

February 22, 2012 09:57
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Julien Callede
MADE.com

hi Aaron, thanks for the answer.

 

other question: is there a way of seeing on a live (or almost live basis) tickets handled by all my agents during the day?

 

i have created a report for it, but it limits me to 8 data series (and therefore 8 agents)

 

how can i increase this limit?

May 10, 2012 03:33
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Lara Kraft

Hi guys,

our company is using Zendesk and Gooddata. I pretty much found out everything by myself but there is something I don't really understand: I created a report in Gooddata showing First Reply Time, First Resolution Time and Full resolution time. Furthermore, I used the business hours function and filtered for actual assignees, so that automatic response mails wouldn't count into the statistic. But still the First Reply Time curve is above the First resolution curve, which I totally don't understand.

I would be very grateful if you could answer to my request as I really don't know what I've done wrong.

Thanks in advance!

 

Lara

May 14, 2012 03:28
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Aaron Pewtherer
Zendesk

@Julien: That is a feature request; the data series is limited to 8. Expanding the Reporting feature for more real-time reporting is on our roadmap; no timetable yet.

@Lara: Please ask GoodData for assistance for your custom report, help@gooddata.com.

May 14, 2012 15:19
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Pat G.

Hi,

Is it possible to have reports that provides the number of tickets per requester or per value of a custom text field ?

May 24, 2012 13:28
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Aaron Pewtherer
Zendesk

@Pat: Great question. Reports can be done for tickets by tags, organization or ticket fields that create a tag (dropdown/checkbox). With requesters, you can add them to an organization, or add a tag to their profile, then specify that as a report condition. There is no way to run a report based on the content of a text field.

May 24, 2012 13:45
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Pat G.

@Aaron: Thanks, it would have been nice to be able to track which requester/customers generates the most requests. We also a mandatory field to tag a unique identifier for each accounts. I could have used that. 

I could change the identifier field for a tag but then its not mandatory anymore. 

May 24, 2012 13:53
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Aaron Pewtherer
Zendesk

@Pat: If you have a Plus+ account, the free GoodData Integration displays the name of the requester (not the email address) in a report. You can display a list of requesters by name with total number of tickets submitted by time frame.

May 24, 2012 13:56
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Pat G.

@Aaron: I'll look into it thanks.

May 24, 2012 14:02
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Anthony W
flurry

Hi,

In regards to the "first reply time in hours". We have set up our support system as an email help desk. If an agent replies from email, I've noticed that the status and assignee of the ticket don't change. Are email replies from Agents counted in the "first reply time in hours" metric or does it have to be done from the site?

July 05, 2012 12:11
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Aaron Pewtherer
Zendesk

@Anthony: Great question. The status and assignee are not relevant to the first reply time. This time is specifically, "The time between ticket creation and the first public comment from an agent."

July 05, 2012 13:18
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Anthony W
flurry

Hey Aaron. Thanks for the quick reply. I did want to confirm though that sending a reply email counts as a public comment from an agent (vs being logged into site).

July 05, 2012 13:25
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Aaron Pewtherer
Zendesk

@Anthony: Confirmed. :)

July 05, 2012 13:30
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Jeff

Is there a way to have a report emailed to me every day?  

August 30, 2012 10:44
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Aaron Pewtherer
Zendesk

@Jeff. Yes. But only through GoodData. Within Zendesk, reports are a manual process, or on Plus+/Enterprise, you can also send the Full CSV export to an http:// address. This setting is accessible under Manage > Reporting > export [tab]

August 30, 2012 11:10
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Mike Ryan
folderwave

Any simple way to just get a report out of all users?

September 04, 2012 13:10
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Mike Ryan
folderwave

ahhh...This gets me half-way there: do a search by "type:user organization:customers", but no way to export that out of ZD?

September 04, 2012 13:13
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Aaron Pewtherer
Zendesk

@Mike. You can create a report under Manage > Reporting. Use "Created Tickets", then add the condition, "Organization...." This report can be exported by CSV (Regular plan) and/or XML (Plus+/Enterprise). Starter plans can only view in the portal.

September 05, 2012 09:32
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Mike Ryan
folderwave

Aaron, we use Plus. I'm simply trying to get a list of all users within an Org, not the counts but their names and identities, so that I can point to a list of all users within that Org. I still can't get that.

September 05, 2012 10:16
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Aaron Pewtherer
Zendesk

@Mike. No easy way via export. Only via API: http://developer.zendesk.com/documentation/rest_api/users.html#show-user

GET /api/v2/organizations/{id}/users.json

September 05, 2012 14:28
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Mike Ryan
folderwave

Thanks, Aaron P.

September 06, 2012 07:36
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Emily

Is there a way to generate a report for average time of first response based on business hours?  Am I just not seeing how?  Thanks!

September 11, 2012 08:02
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Aaron Pewtherer
Zendesk

@Emily. "Average first response" calculations (business/calendar) are only found with our GoodData Integration, available only for on our Plus & Enterprise plans. More info: http://www.zendesk.com/product/features/gooddata

September 11, 2012 09:25
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Diane Valenze
accessit

In looking at the Reporting Dashboard, under Ticket Stats, it shows on Aug 20th that our Time To First Reply is 155 hours.  I have no idea where it is getting this data from.  I've looked at all the tickets from that date (there weren't a lot) and none would skew the data like that. 

I had 2 tickets that were entered by agents and solved without replying to the customer.  Thinking this may be causing the problem, I deleted them and re-entered them.  Still, my stats show 155 hours.  This is really throwing our average off, as you can well imagine.

Is there anywhere that I can see what data this is pulling from?

Thanks

September 18, 2012 07:49
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Aaron Pewtherer
Zendesk

@Diane. The graph is by solved date in minutes. Your ticket #9809 took "168 minutes for first reply" giving the impression that, since there were only 3 other tickets, (#9818-#9820) that took over an hour each for first reply.

September 19, 2012 11:49
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Page R.

Similar question to Diane...

I have a test ticket that was set up prior to our Zendesk launch. The resolution time for that ticket is something like 30,000 minutes since we did not launch the sytem for nearly a month afterward. This is really throwing off my avg resolution time. How can I exclude tickets from the reports?

October 12, 2012 10:46
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Aaron Pewtherer
Zendesk

@Page: You would probably want to delete the ticket, and exclude deleted tickets on GoodData.

October 16, 2012 11:16
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Allen Lai
bitcasa

I'd like to be able to view the trend of tickets that have an "Open" status. Is it possible to drill down at that level?

January 16, 2013 14:49
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Aaron Pewtherer
Zendesk

@Allen: Trend? Reporting can show you day-by-day over the mx of 3 months. GoodData can show all tickets, and their trends.

January 16, 2013 15:20
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Allen Lai
bitcasa

@Aaron: I don't see the option in either Zendesk or GoodData. I can only see Unsolved tickets, which is an accumulation of Open, Pending, and On-Hold. I'm only interested in Open tickets.

January 16, 2013 15:26
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Aaron Pewtherer
Zendesk

@Allen: I updated your support ticket. Let me know if that helps.

January 16, 2013 15:52
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John
Onepiece

Hi Zendesk,

Is there a way that only admins, not all the agents can view the analytics? 
 

February 05, 2013 05:21
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Aaron Pewtherer
Zendesk

@John: Yes! When setting up an agent profile, use one of the "restricted agent" settings. Basically, anything except "All TIckets."

February 05, 2013 17:15
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Megan

Is there any way to see the average response time so it includes all ticket types (not just first response time), we want to be able to find out our average response time overall and not just the time it takes for a response after tickets are first opened, apologies if this has already been answered or a simple way to do this, we've not been using Zendesk long!

February 11, 2013 04:01
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Aaron Pewtherer
Zendesk

@Megan. "Average response" and anything requiring mathematical equations for reporting requires the Plus/Enterprise plans, and the GoodData "Advanced Analytics" integration. More info: https://support.zendesk.com/entries/22291241-Using-Advanced-Analytics

February 11, 2013 16:45
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André Schmidt-Rieß

Hi! Is there a way to access the reports via REST API? Especially the "Backlog Evolution" is of interest. (don't know if the english term is the same as in my german frontend) Or can I download the csv-exports without manually login?

Would be very helpful because i want to do some statistics on our website.

Thanks!

February 15, 2013 06:43
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Justin Seymour
Zendesk

There's no way to access your specific reports via the API, to my knowledge. The best way to do it would be to log-in and manually export the reports in CSV or XML format. 

February 20, 2013 05:32
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Phasskamp

Hi there,

I am trying to build a report that shows the number of tickets per day that have been updated? I am not talking about changing the ticket  status - just updating. Is this possible?

Thanks!
Phil 

March 19, 2013 10:57
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Brandon K.
Zendesk

Hey Phil,

You might be able to do this with a Trigger and an Automation. If you created a trigger with one ALL condition 'Ticket is Updated' and an action 'Add tag updated_recently' you could add a trackable tag to your tickets. If you then create an Automation with an ALL condition 'Hours since updated is 24' and an action 'Remove tag updated_recently' you could create a report on the tag updated_recently that should be pretty accurate. There might be some more fine tuning that you need to do, like excluding Closed tickets, but let me know if this seems like it would work for what you want!

March 19, 2013 11:21
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Phasskamp

Hi Brandon,

good idea - that should work. Will give it a try...

Thanks! 

March 19, 2013 11:31
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Christopher Miller
zephyr

I'm a customer with the Enterprise Plan, and I'd like to have the option to set the statistic of "Average First Reponse Time" to exclude business hours. My support team is only located in California and I would like to better assess our response time while we're on the clock. 

Cheers

April 04, 2013 10:53
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Jennifer Rowe
Zendesk

Hi Christopher,

Thanks for the feedback. I've heard this request from other users too. Have you checked for a request in our Feature Request forum? If the request exists, you can vote on it and add a comment. If not, then you can add it.

thanks!

April 04, 2013 13:39
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Alfredo Caro
creditomercon

hello,

maybe somebody can help me, i try many times to get entry in the gooddata reports and i can't make a switch, i really don't know what happens but i obtain the next messages: "we are configuring your good data account, in a few minutes you will receive a mail with this confirmation....." but this really don't happen, i still wait to this messages but i don't receive anything,  it's somebody can help me?

May 06, 2013 08:30
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Jennifer Rowe
Zendesk

Hi Alfredo,

The invitation should come from invitation@gooddata.com. Maybe check your spam folder to see if it's being filtered.

If not, send a ticket to support@zendesk.com so we can help you troubleshoot. Be sure to include your account name in the email.

Thanks!

May 06, 2013 09:22
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Dean Echivarre
senabluetooth

Hi,

I can't figure out a way to report on how many tickets an agent answered on a daily basis (last week for example), regardless if it's solved or resolved. What conditions do I use?

Dean

May 13, 2013 13:29
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Dean Echivarre
senabluetooth

Also, is there a way to report on wrap up time in zendesk voice?

 

Dean

May 14, 2013 14:46
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Aaron Pewtherer
Zendesk

@Dean: 1) You are looking for "agent touches", a feature only available on Plus/Enterprise. You can set that as a condition to view in those reports via GoodData. 2) There is no reporting on agent statuses in Voice. On the Activity page, there is a 24-hour snapshot by some statuses. Consider adding that request in a Voice forum: https://support.zendesk.com/entries/20415321-setting-up-zendesk-voice

May 14, 2013 15:08
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Nicole Cheek
sbiaj

I know we can get the call history dumped into a CSV. Is there anyway to get the Call Activity tab sent in a report form from the last 24 hours? I know it's viewable in ZD, but I would like it emailed to me each morning as well.

Thanks,

Nicole

May 15, 2013 03:55
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Aaron Pewtherer
Zendesk

@Nicole: Please make Voice reports requests in a Voice forum: https://support.zendesk.com/entries/20415321-setting-up-zendesk-voice

May 15, 2013 10:38
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Jennifer Rowe
Zendesk

Hi Nicole,

I know you reposted your question and got an answer. Just putting the answer here too in case anyone else it interested. Thanks!

Emailing the Call Activity Tab is not available at this time. It is something that I will consider as part of an update to voice reporting. I'm looking into our needs in this space at the moment.  

May 16, 2013 12:24
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Tim Schuh
voxox

Question about employee performance stats. I want to report on the number of tickets an agent solves/closed per day, I'm curious how solved tickets are counted. If an agent solves a ticket on Monday, reopens on Weds and then closed again on Thursday, does that solved ticket count twice for the week? Thanks!

May 17, 2013 15:49
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Brandon K.
Zendesk

Hey Tim,

The reports in Zendesk are based on the active ticket statuses in your system. So in the situation you described the report would only show one solved ticket on Thursday even though the ticket has been reopened and set to solved again. Although there is no way to change the way in which our reporting displays this metric, you could edit the automation 'Close ticket 4 days after status is set to solved' under Manage > Business rules > Automations to close your solved tickets earlier than 4 days. If your customer responds to a closed ticket, a new follow up ticket will be created which will be a new data point on your reports.

May 17, 2013 16:47
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Nick Elvrum
ehealthinc

Is there a way to reset the reports back to zero?

May 21, 2013 14:33
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Brandon K.
Zendesk

Hey Nick,

When you say reset the reports back to zero, are you looking to remove the ticket data from your Zendesk account? We can reset your entire Zendesk account for you, but this would not be a selective wipe, we would have to reset your entire instance. If you have the account owner submit a request to support@zendesk.com we will be able to start the process and wipe your account for you.

If this isn't what you were looking to do, let me know!

May 21, 2013 22:46
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Tim Schuh
voxox

Thanks for the reply Brandon. So it would seem that reporting on closed tickets is the best measurement of "closed" tickets per individual. If that's correct, how do I create a report on closed tickets under reporting? I only see an option for resolved tickets.

May 22, 2013 07:45
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Nick Elvrum
ehealthinc

Brandon,

Not quite, we don't want to reset the whole thing. We've just been running it as a beta with a couple of clients and will be going live soon. As of right now the metrics are off and we would like to see them with the correct information when we launch.

May 22, 2013 08:31
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Brandon K.
Zendesk

@Tim: Closed tickets are the best long term way to report on how many tickets your agents are answering, but I would advise against only reporting on closed tickets and not solved. If you keep the default automation it would mean that you would not have an accurate count of the tickets your agents solved until 4 days later. I would recommend that you just shorten the amount of time that it takes your tickets to close and report on both solved and closed tickets(the resolved metric in reporting). If your tickets close shortly after your agent sets the ticket to solved and the end user replies with an unrelated question a new follow-up ticket will be created that will be counted accurately as a separate ticket.

If you want to continue along with reporting on only Closed tickets let me know. There is a workaround that I can suggest to do this, but it is a bit extensive and you will need to create a couple triggers and edit a few other business rules. I'd be more than happy to walk you through this set up though if you want!

 

@Nick: If you have a discrepancy with a report do you think you could submit a ticket to support@zendesk.com and include the name of the report and a brief description of what information is incorrect. Our support team will be able to take a look and take the proper actions to fix your reporting.

May 22, 2013 09:30
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Chris Lueck

What's the difference between "Resolution time in hours" and "Full resolution time in hours"?

June 20, 2013 13:15
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Aaron Pewtherer
Zendesk

@Chris: "Full resolution time (calendar)" (Plus/Ent) is a different phrasing of the same meaning for "resolution time" on Regular and Starter plans. Unlike resolution time, full resolution time can specify business hours in addition to calendar hours.

June 20, 2013 13:37
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Sylvain Petit
taulia

Hi,

I am not sure how to use "Agent replies".

Does this show how many updates an agent performs?

June 21, 2013 08:43
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Laura D.
Zendesk

Hi Sylvain, 

"Agent replies" = public comments made by agent (not private comments).

Updates are a bit different - they include more than just comments, for example, changing the status, adding a tag, or selecting an option from a custom field would count as an update to the ticket.

June 21, 2013 11:01
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Sylvain Petit
taulia
Thank you! It makes sense. The options are "less", "equal" or "more". How would it be to get all replies from a specific agent? Thanks.
June 22, 2013 00:01
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Laura D.
Zendesk

Sure! You can use the condition "greater than 0" and that will count any tickets that have at least 1 public reply or more. You'll also want to include the condition "assignee is" and then choose the agent. 

June 24, 2013 11:30
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Kayla D.
hagcorp

@Aaron in a response to a question you said, "There is no way to run a report based on the content of a text field." Does this mean that there isn't a way to automatically pull keywords from the ticket subject, description and comments (private and public)? We're trying to use zendesk to track the nature of the issues we're providing support for within the company? Users and organizations have had general tags added, but that doesn't include info about the software/apps/hardware of each problem and question. We'd like to pull keywords from the text fields rather than require manual entry of tags by the agents.  If we can generate reports based on these keywords, we are able to justify budgetary adjustments and can pinpoint training areas needed, etc.

Datameer appears it may provide this solution, but it's been exceedingly difficult to test the apps. I've spent a week and a half trying to activate the free trial of Datameer, and now that I've done so, I find that it's useless without the additional purchase of the zendesk tickets app. Datameer is inquiring as to whether I can get a free trial of the zendesk tickets app.I have to be able to justify the purchase of these apps to my superiors so testing will be absolutely necessary to confirm that it does what I need it to. Please advise.

July 08, 2013 14:51
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Aaron Pewtherer
Zendesk

@Kayla: Good point. Because reports are not based on custom ticket fields, such as text boxes, they can be run based on ticket properties, such as tags. With a series of triggers, you can scan incoming tickets, and tag can be added based on an expected subject line, or comment. Otherwise, if the enduser is opening tickets through the portal, they can be presented with a dropdown list of options.

Finally, on Plus/Enterprise plans, you can export a full CSV (or XML) of all ticket properties to run your own report, or on the Regular plan, you can export a View of tickets, including text fields.

July 10, 2013 15:26
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chris worton
Merlin Information Systems Limited Group

Hi

I have 2 questions please...

1. Is there a report that can be built that shows the % of tickets that were "solved on first contact"? I.e, case logged/solution sent/case closed?

2. For a report that shows "solution cycle time" (the total time from case opened to case closed) does it include the hours outside of service hours (as input in the SLA section) or can this be excluded?

Thanks

Chris

July 11, 2013 02:24
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Susan Krieger
funda

Is there any way to plot weeks instead of days in reports? Or should I try Gooddata for that?


(I want to monitor tickets per week instead of per day)

 

Thanks,

Susan

July 11, 2013 06:27
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Aaron Pewtherer
Zendesk

@Chris: 1) GoodData can do percentages. 2) Use "Within Business Hours" (Plus/Ent feature) to factor time spent within certain hours.

@S.K.: GoodData can do weekly. Zendesk uses days, or fixed interval.

July 11, 2013 10:04
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Jaff Kuo
splashtop2

Zendesk looks like change the export function, how can I export all tickets as csv now?

July 17, 2013 02:30
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Aaron Pewtherer
Zendesk

@Jaff: Export function is the same. Plus/Enterprise can request a full CSV of tickets; Regular can export a View CSV, and Starter plan can view only in interface. What are you seeing?

July 17, 2013 14:45
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Jaff Kuo
splashtop2

This is what I saw yesterday, but after I click "Click here" button again in Settings/Account/Subscription(our plan is PLUS), it turns back but still has different description "The CSV export contains all ticket headers for three months". I actually can download all tickets.

Don't know what happened.

July 18, 2013 00:51
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Aaron Pewtherer
Zendesk

@Jaff. Ah! Good catch. We have asked the developers for clarification on the new messaging.

July 18, 2013 12:14
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Laura D.
Zendesk

@Jaff and Aaron - I just checked with the developers and the CSV export should give you all tickets so it looks like a documentation change is all we need :) I'll let them know. 

July 18, 2013 14:03
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Nina A.
baublebar

@aaron - last I checked with Zendesk, you couldn't run reports based on Agent Public replies. I want to track how many message/emails each agent is sending per day (as opposed to touch points or cases solved). It looks like this is possible now, right? Would love help creating a sample report.

 

Agent replies Available in the Plus and Enterprise plans. The number of public agent comments.
September 23, 2013 08:51
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Aaron Pewtherer
Zendesk

@Nina: The "Agent Replies" condition in Zendesk reports are used in a boolean search for is/less/more. If you are looking for a SUM of agent replies, you will need to use the GoodData account that accompanies Plus/Ent accounts.

September 23, 2013 10:03
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Glenn Barling

Is there anyway of getting a report out of Zendesk in csv format, with the ticket details (Responses)  included in one of the fields. We what to produce a report that will be provided to a line manger of jobs for a particular user, without giving them access to Zendesk it self.

 

October 14, 2013 21:17
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Emily
Zendesk

Hi Glenn,

While the CSV export option doesn't provide ticket comments, you have two other options for getting that information:

  • Plus and Enterprise customers can do a full XML export by going to "Manage" > "Reporting" > "Export" > select "Generate" next to the "XML export" option. You will then receive an email providing a link to download your report.

  • A second option is to export your data via our API. You can view more information on our API at http://developer.zendesk.com/.

October 15, 2013 10:28
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Tami O

Greetings Zenopia, Our company is new to zendesk and we are on the plus account.  We are wondering how tasks are calculated in the reporting?  Are they basically treated the same as incidents and problems in analyitics?  Is there any way to exclude tasks if so?

December 04, 2013 13:47
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Emily
Zendesk

Hi Tami, 

This depends on how your report is built. Are you using Zendesk reporting or Gooddata? What specific metric are you wondering if Task tickets are excluded from?

December 05, 2013 09:58
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Krishnan R

Is there an option to generate a report starting on a specific date, relative to today (instead of limiting to 1/2 weeks, 1/3 months relative to today)? We have an enterprise plus account and periodically update our product. Since we know the release date of our product, we want all reports to start from that day (relative to today) to identify how many tickets were filed against the specific release/version of the product. If this is not available via the UI, could it be achieved via APIs? Any pointers would be appreciated. Thanks!

December 23, 2013 13:18