Forums/Documentation/Reporting and performance

Using the Reporting dashboard

Jennifer Rowe
posted this on September 11, 2012 10:32

Note: The Reporting dashboard, including Forum and Search analytics, is not yet available for Help Center. We're still collecting your data, so even though you can't see it now, you are not losing data. In the interim, consider enabling Google Analytics for Help Center.

The Reporting dashboard gives you insight into how your Zendesk is running. It provides data about your ticket volume and management, forums usage, and agent performance. It also enables you to compare key ticket metrics within your Zendesk, and further compare your Zendesk to industry averages.

The data in the Reporting dashboard is updated on an hourly basis. It does not contain data about deleted tickets.

Zendesk Classic: The Reporting dashboard is not available in Zendesk Classic. It is only available in the current version of Zendesk.

The Reporting dashboard contains an Overview tab, available to Regular, Plus, and Enterprise accounts. Plus and Enterprise accounts have access to additional tabs. The Reporting dashboard includes:

  • Overview (Regular, Plus, and Enterprise) shows ticket stats in the top section and enables you to view a single ticket statistic or compare two ticket statistics. The middle section gives you more ticket data, including a comparison to industry standards. The bottom section enables you to view data about your forum articles, end-user searches, and agent performance.
  • Leaderboard (Plus and Enterprise only) provides an agent leaderboard and enables you to gauge agent performance.
  • Forums (Plus and Enterprise only) gives you forum analytics to monitor activity in your knowledge base and forums. See Analyzing forum activity.
    Note: The Forums tab is not available if you started using Zendesk on or after August 21, 2013, or if you activated the Help Center.
  • Search (Plus and Enterprise only) gives you search analytics so that you can review end-user search terms and their results. See Analyzing knowledge base search activity.
    Note: The Search tab is not available if you started using Zendesk on or after August 21, 2013, or if you activated the Help Center.
  • Advanced Analytics (Plus and Enterprise only) enables you to access pre-built reports and customize your own dashboards and reports. See Using Advanced Analytics.
For Regular and Plus accounts, administrators and agents can access the Overview tab, but only administrators can access the other tabs. For Enterprise accounts, administrators can access all tabs, and also any agents who have permission to view reports according to their custom role. For information about permissions for Regular and Plus accounts, see Adding end-users, agents, and administrators. For information about permissions for Enterprise accounts, see Custom agent roles.
Note: For Enterprise accounts, you can restrict agent access to the Reporting dashboard by assigning agents to a custom role that does not include permission to view reports.
To use the Reporting dashboard
  1. Click the Reporting icon () in the sidebar to display the Reporting dashboard.

  2. Select a Reporting period at the top of the dashboard.

    You can chose a predefined period or chose Custom to set a specific range up to three months (see A note about setting custom date ranges below).

  3. Analyze the data that appears in the Overview tab.

    For more information, refer to the sections below.

  4. (Plus and Enterprise only) Click the Leaderboard, Forum, Search, or Advanced Anlytics tab to drill-down into more data.
    Note: The Forum and Search tabs are not available if you started using Zendesk on or after August 21, 2013, or if you activated the Help Center.

    For information about forum analytics, see Analyzing forum activity. For information about search analytics, see Analyzing knowledge base search activity. For information about Advanced Analytics, see Using Advanced Analytics.

Comparing key ticket metrics

The top of the Overview in the Reporting dashboard contains options for viewing ticket statistics.

  • New Tickets is the number of new tickets created during the reporting period.
  • Solved Tickets is the number of solved tickets during the reporting period.
  • Backlog is the total number of unsolved tickets in your Zendesk at the present time.
  • Agent Touches is number of agent updates to tickets during the reporting period.
  • Satisfaction Rating is the average customer satisfaction rating given during the reporting period.
  • Time to First Reply is the average amount of time it took an agent to make a public response in a ticket (in calendar hours).

When you click one of the ticket stat options, you see a detailed graph that includes daily totals for each day of the reporting period. You can change the reporting period for any of the ticket stats. And you can view one ticket stat at a time or you can chose to compare two ticket stats.

To view or compare key ticket metrics in your Zendesk
  1. Click the Reporting icon () in the sidebar to open the Reporting dashboard.
  2. Select a Reporting period at the top of the dashboard.

    You can chose a predefined period or chose Custom to set a specific range up to three months (see A note about setting custom date ranges below).

  3. Click one of the ticket stats at the top to view that data.
  4. If you want to compare two stats, click a second ticket stat.
  5. Hover your mouse over the graph to see daily totals.

Viewing more ticket stats

In addition to viewing key ticket metrics in the top section of the Overview in the Reporting dashboard, the middle section of the Overview contains three panels for viewing additional ticket statistics.

  • Tickets by Channel shows what percentage of your tickets come from each of your supported channels.
    The graph shows a maximum of six channels. If you offer more than six support channels, you will see your five most used channels and a sixth category called Other that groups your remaining channels.
  • Benchmark enables you to compare your key ticket stats to industry standards. You can see the industry standards for customer satisfaction, time to first reply, and number of new tickets compared to those metrics for your Zendesk.
  • Time to First Reply shows the average amount of time it took an agent to make a public response in a ticket. That is, the time from when a ticket came in, to when it received a public comment, averaged for all tickets in the reporting period.
    The graph includes a breakdown by hours, showing what percentage of tickets were responded to within a specific number of hours (0-1, 1-8, 8-24, or >24). Tickets that do not have a public comment are not included. For example, if a ticket is closed without a public comment, it does not have a first response time, and is not included in the Time to First Reply calculation.
To view your tickets by support channel
  1. Click the Reporting icon () in the sidebar to open the Reporting dashboard.
  2. Select a Reporting period at the top of the dashboard.

    You can chose a predefined period or chose Custom to set a specific range up to three months (see A note about setting custom date ranges below).

  3. Refer to the appropriate reporting panel in the middle section of the overview: Tickets by Channels, Benchmark, or Time to First Reply
    Note: In the Benchmark report panel, if you do not see industry standards data, you need to complete a brief survey about your industry so that you get the correct data. You must be an account owner to complete the survey. To do so, click the Admin icon () in the sidebar, then select Account. Click the Benchmark tab and complete the survey. It might take some time for your Benchmark report panel to update in the Reporting dashboard.
    Zendesk Classic: Select the Settings > Account, then click the Benchmark tab to complete the survey.

Viewing top articles, searches, and agents

The bottom section of the Overview in the Reporting dashboard contains three panels for viewing data about your forum articles, end-user searches, and agent performance.

  • Top Articles shows your top forum articles according to the number of views, votes, or comments during the reporting period.
  • Top Searches shows your top end-user search queries, end-user search queries that resulted in tickets being created, and end-user search queries with no results during the reporting period.
  • Top Agents shows your top agents according to number of tickets solved, customer satisfaction ratings, and number of ticket updates during the reporting period.
Note: The top article and search panels are not available if you started using Zendesk on or after August 21, 2013, or if you activated the Help Center.
To view your top articles, searches, or agents
  1. Click the Reporting icon () in the sidebar to open the Reporting dashboard.
  2. Select a Reporting period at the top of the dashboard.

    You can chose a predefined period or chose Custom to set a specific range up to three months.

  3. Refer to the appropriate reporting panel at the bottom of the Overview: Top Articles, Top Searches, or Top Agents.
  4. Click one of the tabs in the panel to change the data.
  5. (Plus and Enterprise only) Click See all at the bottom of the panel to expand the data.

    This takes you away from the Overview tab and opens another tab of the Reporting dashboard, according to your selection.

A note about setting custom date ranges

You can set a custom date range for up to three months of data. The custom date range is inclusive of both dates selected. The dates selected will include dates that are greater than or equal to the start date selected and less than or equal to the end date selected.

 

 

Comments

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Leahna Tatasciore

would be awesome to be able to export the great reporting overview into a PDF, as i really like the appearance of it on Zendesk.

September 12, 2012 23:15
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Tandile Stuurman
enerweb

Thank you, love the feature.

Is the Administrator able to configure the report the way the would like to see results. Like brake down the report by systems, application  or group?

I agree with Leahna ; would be nice to export the report to pdf

September 13, 2012 01:07
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Tandile Stuurman
enerweb

Forgot to include this on my comment: Or this is a standard report, cannot be configured?

September 13, 2012 01:08
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Julia Antenor

I am not sure what to do with the TIckets by Channel report. We do not have FB, Twitter or Voice set up as support channels in Zendesk. However, we get the different percentages shown. I see that it says "Sample" in the header of the report title. Is this something that we will be able to manage to reflect our own data?

September 13, 2012 13:11
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Ben Rohrs
Product Manager

@Leahna, this is something we'd like to potentially build in the future. Can you please create a feature request for this so we can track this in the Feature Request area of our forums?

September 13, 2012 16:43
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Ben Rohrs
Product Manager

@Tandile, the reports are not configurable at this time. Would you like to see the entire Overview tab filtered by Group, Organization, etc? This is a great idea and again, I suggest creating a feature request for this so others can provide feedback.

September 13, 2012 16:45
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Ben Rohrs
Product Manager

@Julia, the Tickets by Channel widget is only Sample data at the moment, but should be pulling stats for your help desk in the next few days!

September 13, 2012 16:45
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Peter Dvorak

Great feature !! I have been waiting for this for a long time, but now it turns out it´s not avaialble for Zendesk classic :-(

I wasnt aware there are various Zendesk versions, but since I do not have this new feature, I assume that I have the classic version. 

My question... How do I upgrade to the "current" version or when will this be ready for the calssic version.

(We have a Enterprise account with 13 accounts and we really need this feature)

September 14, 2012 01:47
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Arnaud de Theux
Zendesk

@Peter Dvorak

With classic you can already use the free GoodData (for Plus & Enterprise plans) subscription. With that you will already have a very powerful reporting tool, available on a website or via scheduled emails.

September 14, 2012 06:09
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Ben Rohrs
Product Manager

@Peter, we don't plan on building these reports into the older version of Zendesk, but we hope you like the new version and can make the switch sometime soon. You'll be able to access both versions for quite some time and can switch between them, but if you'd like to try out the new version, click on the "try the new Zendesk" link in the upper right-hand corner of the UI.

September 14, 2012 09:49
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Justin Laing

The Ticket Stats graphs would be useful if they used the same scale, especially when comparing New Tickets, Solved Tickets and/or Backlog. It would also be useful if the number of data streams was not limited to 2.

September 24, 2012 02:40
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Beau Rogers

Is there a way to filter the reports by group?  We use Zendesk for our collection and AR activities and these tickets skew our support metrics significantly.  I am able to filter this group of tickets out of the Gooddata reporting.  Would be really helpful to do the same for these reports.

November 09, 2012 12:03
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Ben Rohrs
Product Manager

@Beau, that's a good suggestion, but unfortunately at this time it's not available on the reporting dashboard. You're looking to filter out a specific group, not filter results to only one group, correct?

November 09, 2012 13:06
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Beau Rogers

Yes - That's correct Ben.  Tickets in our collections group are created by my staff as our initial attempt to contact this segment of customer - so the contact flow is backward vs normal customer initiated contacts - significantly skewing response metrics, etc.

November 09, 2012 13:15
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Justin Coleman

Is there no way to access custom reports that I created before the new ZenDesk?  I'd prefer to not need to recreate them in GoodData as it is a giant pain to use.

November 12, 2012 13:59
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Erik Aronesty

Note: The trend chart should be median time to first response , not average... average is kindof silly.   Great rule of thumb: If you're not thinking too much about why you're using a summary stat, use median by default.    Average only if you expect a normal distribution.

November 13, 2012 10:08
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Jennifer Rowe
Zendesk

Good point, Erik. Thanks for the feedback. I'll pass it along to the PM.

November 13, 2012 10:52
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Kel

+1 to Justin Coleman.

I've only seen this morning that all my custom reports have vanished from the manage reporting tab. I can't find any information in your change logs or any posts as to why/when this changed. This has only happened in the last fortnight, as I've been using the new interface since Sept 14.

Looking at your product information comparison page, every version of Zendesk should have custom reporting. So what happened? I've also logged a ticket regarding this, and unlike the ticket I logged yesterday which had super fast response (within 30 mins) - after an hour I've yet to even be notified that there is an agent assigned to the ticket.

Really keen for the following updates 1: Are the custom reports permanently removed? 2: If they are, why was there no notification or warning that this was going to happen? 3: if it's not then what was the issue?

Thanks,

Kellie

November 15, 2012 16:50
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Trisha Patel
Zendesk

Hey Jennifer,

There's a problem ticket about this, not sure what happened with the reports, funky..

https://support.zendesk.com/tickets/299225

We'll give an update here when we have more info!

November 16, 2012 04:56
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Jennifer Rowe
Zendesk

Hey guys, this issue has been fixed. Please let us know if you still can't find your custom reports. Thanks!

November 21, 2012 09:26
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Justin Coleman

I'm still not seeing them.  I've tried multiple browsers, clearing cache, and even a different computer.

November 21, 2012 10:00
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Jennifer Rowe
Zendesk

Oh, man. Ok, I will check on this. Sorry about that!

November 21, 2012 10:40
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Emelie
fyndiq

Hi,

Is it possible to hide fields in this like the "Top Agents" for example from agents?

November 22, 2012 02:46
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Ben Rohrs
Product Manager

@Emelie, it isn't possible to hide a specific field, but you can control access to the dashboards in general. See Jennifer's post in the main article above setting permissions for the dashboards.

November 26, 2012 09:40
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Jennifer Rowe
Zendesk

Hi Justin Coleman,

Can you check now? You should be able to see your custom reports. Click the Manage (gear) icon in the sidebar, then click Reports and select the Reports tab. (Or in Zendesk Classic, Manage > Reporting.)

Let me know!

Thanks

November 26, 2012 10:15
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Justin Coleman

It looks like they are all there.  It's entirely possible that they were there the whole time, I just didn't know to look in that location.  A suggestion:  Keep all of the reports in the same place please.  There should be a tab or something right in the normal reports window.   Thank you!

November 26, 2012 10:55
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Jennifer Rowe
Zendesk

Yea, it occurred to me that might be the problem. Glad you can get to them now!

November 26, 2012 11:02
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Aaron Wheeler

Hooray for sleek reporting! We're having an issue, though. I'm using Chrome and OSX, though my coworker is using Chrome and Win7. Here's what it looks like when I create a custom report: http://www.screencast.com/t/Byq7ks7Z1ps

1. The number of tickets created doesn't change, though the rest of the numbers do. The number also isn't the same as old Zendesk says.

2. The chart that indicates channel is all wonky with multiple data layers. See that screenshot.

Any ideas? We're trying to use the reports instead of the old Zendesk ones, but they don't seem as accurate or reliable yet. Thanks for looking into it!

November 26, 2012 13:45
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Ben
Zendesk

Hi Aaron,

That is certainly odd behavior! Thanks for bringing that to our attention. I have created a ticket on your behalf so we can pursue in detail. See you there!

November 27, 2012 14:14
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Jonathan March
Enthought

Bug: The leaderboard ticket count does not consistently update per-agent ticket totals when the time period is changed. It will do so several times, then not again until the browser tab is reloaded.

December 19, 2012 14:32
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Alberto Corazon

Great feature and also very nice to receive a monthly report!

Would it be possible to get the same Dashboard analytics but only for certain 'Group'?

It would be interesting to have the same kind of monthly report only for Group 'Support'

Please let me know if this is possible and how to do it

Thanks!

January 04, 2013 03:06
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Justin Seymour
Zendesk

Hey Alberto! 

Thanks for the feedback! The current dashboard is kind of locked in at the overview level. We'll be making some improvements in the future. You can build custom reports based on groups using our reporting function, or if you're on the Plus+ or Enterprise plans, enable the GoodData link for advanced analytics. 

January 07, 2013 04:53
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Rosanne
eyefi

I'm with Alberto.  Since we don't have the ability to have business hours for each group, the metrics become less useful for response time when you have more than one timezone.  Can we get a drop down (similar to timeframe) on the top that allows us to select 'group'.  I understand that I can use GoodData, or build advanced reporting, however, how great would it be to just stay within the reporting space and have something more valuable all in one place.  

February 20, 2013 17:57
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Justin Seymour
Zendesk

Thanks for your comments, Rosanne! I think a group selector would be useful as well. I'll make sure your feedback gets to the right people. 

February 21, 2013 05:17
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Andy Djiwandono

Hi,

I am looking for a way to report the number of problems, and the number of incidents for each problem.

Can't seem to find a way to get that done using the advanced analytics.

Thanks,

Andy

March 26, 2013 02:47
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Tristan Goguillot

I have a question about the Tickets by channel donut.

It shows the following types:

  • Emails: (ok)
  • Web form: appears twice. What does it corresponds to? Ticket creation from Zendesk?
  • Closed tickets: ? What's that?
FYI my Zendesk is in french, so my first guess is that it may be a translation issue.
Thanks for your help!
March 28, 2013 08:49
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Brandon K.
Zendesk

Hey Tristan,

Does Web Form appear twice or is one Web Form and one Web Service? Web Form refers to tickets created through your Zendesk website, so subdomain.zendesk.com and clicking on the Submit a Ticket tab at the top of the screen. Web Service means the ticket was created through the API, you can find more information about our API at developer.zendesk.com

Closed tickets referes to a ticket that was a reopen, so if your ticket was set to closed after four days and your customer then responded, a follow up ticket would have been created instead of updating the Closed ticket.

If you want to learn about all the other channels that might pop up, this article has a very descriptive explanation of each one: https://support.zendesk.com/entries/22904691-About-Zendesk-channels

March 28, 2013 16:48
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Tristan Goguillot

Hi Brandon,

Web form appears twice ("Formulaire web" in French). We haven't been using the API so I don't think that's this channel.

Is there a difference between tickets created by agents in Zendesk, and tickets created by customers on the portal? Is it the same "Web form" channel?

Is there a way to find which tickets correspond to this channels in the donut?

March 29, 2013 00:54
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Brandon K.
Zendesk

Hey Tristian,

There is no difference in our system between agents and end users who create tickets for the purpose of which channel they came from. There's no way to get the specific tickets from the donut report, but you could create a view with the condition 'Ticket channel is' and get a list of the tickets.

Send in a ticket to Support@zendesk.com and we'll see if we can figure out why "Formulaire web" appears twice, we'll probably need to see your account before we can give you a fix.

Thanks!

March 29, 2013 15:04
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Brandon K.
Zendesk

@Andy: Looks like I skipped your question, sorry! As for the question itself, are you asking about problem and incident tickets? You can report on how many of each you have, but there is no way to report the connection between them. Our system simply doesn't identify that connection as a datapoint for reporting. Sorry that I don't have a workaround for you.

March 29, 2013 15:25
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Andy Djiwandono

Thanks Brandon. too bad. that would really be useful.

I also tried downloading the csv, but no way of knowing the problem ticket number for each incident ticket.

Really suggest this to be developed, as it is definitely in the database somewhere (we are able to manually check incidents linked to a problem, so the data is there).

Is there a way to customize the data that is downloadable using the CSV file?

April 01, 2013 01:34
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Brandon K.
Zendesk

@Andy: I'll definitely pass along your feedback about including liked problem ticket information. Although I can't speak definitively, this does seem like something where the information is already there. Hopefully we can get this added soon!

As for customizing data for your CSV, you can definitely do this. When looking at the Table Columns field when creating a view, all of the columns on the right side that are set to show up in your view will be fields in the downloadable CSV.

April 01, 2013 16:13
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Sue Ann Pien

Is there a way to modify the "Time to First Reply" counter to include only business hours. 

April 01, 2013 18:24
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Andy Djiwandono

@Brandon, is there an API we can tap into to create our own reports but take the data from zendesk in realtime? (sorry for bombarding you with new questions everyday)

April 01, 2013 20:48
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Nicolas Fouquet

Hi, the agent dashboard (*.zendesk.com/agent/#/dashboard) shows "ticket statistics (this week)". How often are these data refreshed /updated? and when the week starts? on Sunday or Monday? at a particular time?
Thanks for the help, i couldnt find this info!
Nicolas

April 08, 2013 03:02
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Adam L.
Zendesk

@Sue Ann - presently, there is not - although you can create custom reports based around this metric (in business hours) in GoodData and even using native Zendesk reporting - just not within the dashboard at the moment.  

@Andy - not presently - the closest thing to this we offer is our GoodData integration.

@Nicolas - it should refresh each Monday, probably around midnight!

April 08, 2013 14:37
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Jake Burns

How to I get the average time to first response in a custom report of tickets with a particular tag?

May 09, 2013 10:28
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Todd Zabel
Hearsay Social

Here are the report parameters:

What 

  1. Solved Tickets
  2. First Reply Time

How

  1. Week / Month / Year, etc. (whatever you want)

Filter

  1. Ticket Id where # MY TAG is equal to 1
    Todd_filter.png 


This is a custom metric, the MAQL of which is:   SELECT # Tickets WHERE Tag= MY_TAG

Todd_metric.png

(note that mine uses "engineering" as the tag, but that's just the value I was interested in for my own report).

May 09, 2013 14:25
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Jake Burns

Does this have to be done via the advanced reporting mechanism?  Is there no way to do it via the standard Zendesk reporting?  Resolution and response time is a pretty basic metric to require advanced reporting.

May 09, 2013 14:46
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Brandon K.
Zendesk

Hello Jake,

This would have to be done with the GoodData integration on the Plus plan. Native Zendesk reporting does not capture this information.

May 09, 2013 14:49
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Jake Burns

Is there a way to convert all my reports from Native Zendesk to GoodData, it's a lot of reporting to re-create in Gooddata just to get metrics related to time.

Is there a way to automatically send a report (daily/weekly/monthly) from gooddata?

 

May 09, 2013 14:52
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Brandon K.
Zendesk

Hey Jake,

Unfortunately there is no way to automatically convert your native reports into GoodData reports with Zendesk. Fortunately, there is a way to send regular emails out every day/week/month from GoodData with your report. You can do this by logging in to GoodData and clicking on the "Manage" link on the top of the application. From there, admin users will see a "Project & Users" tab. Select this tab, and on the left nav bar, you will see a link called "Report Distribution Schedule". Click this link to go to the email wizard which will allow you to set up scheduled emails.

May 09, 2013 16:57
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Joyce

I've been trying to enable the Advanced Analytics and it's been 3 days now but the page still says "Register Your Account". It's still loading. Please help!

Thanks!

May 09, 2013 23:34
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Todd Zabel
Hearsay Social

Hi Joyce - Assuming you have GoodData enabled already, you might be able to resolve this by refreshing the Zendesk Advanced Analytics page. The same thing happened to me. There is some apparent latency between loading the Advanced Analytics frame and authenticating in GoodData. The page refresh solved it for me.

May 10, 2013 06:39
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Joyce

Hi Todd, 

Thanks for the quick reply. No, I haven't received the email invitation for GoodData, so it's not enabled yet. It's my first time to set up the Advanced Analytics and I was just concerned why it's taking this long. I've tried using other browsers but it's still loading. Rebooted the computer and it's still the same. 

May 10, 2013 06:52
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Todd Zabel
Hearsay Social

@Joyce Hmmm... perhaps it's in your bulk/spam folder? You might want to contact GoodData support (support@gooddata.com) if it's not there after a couple of hours.  I assume you've looked at this article, also, but just in case: https://support.zendesk.com/entries/22320208-Setting-up-Advanced-Analytics

May 10, 2013 07:05
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Joyce

Hi Todd,

Yes, I read that article too just to be sure I'm not missing anything. But I will email GoodData to get some help. Thanks!

May 10, 2013 07:13
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Audrey

How can I make a chart in the Good Data that has the First Response Time by Hour in one Column and summarized by groups of hours, <1 hour, 2-6hours, 6-8hours, 9 hours+ etc? 

 

Thank you, 

Audrey

May 10, 2013 14:24
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Todd Zabel
Hearsay Social

@Audrey - I'm not entirely sure I understand what you are trying to accomplish, but I have included an image of a report that may be helpful to you and others.

First, for the WHAT parameter, choose the reply time avg and slow/normal/fast reply times.  

Then, for the HOW parameter, choose any time interval.

Finally, open the configuration panel and make reply time avg a secondary axis. Then, open Axis Y in the configuration panel, choose reply time avg and make it a bar chart. 

I hope this is helpful!

Todd_reply_response.png

May 10, 2013 15:40
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Todd Zabel
Hearsay Social

@Joyce - you might need to play with the chart types and the axes to achieve the desired result. For creating complex graphs, I almost always export my GoodData tables into Excel so I can do whatever I wish without constraints. GoodData doesn't have the visual flexibility of Excel. Plus, you can pull in data from different sources and perform computations a little easier via Excel.

May 10, 2013 15:53
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Audrey

Hi @Todd, 

What I'm looking for is table with: 

What - First Response Time 

How -

<1 hour

1-8 hours 

8-12 hours

12+ hours

 

for example

               First Response Time

<1 hour        4 tickets

1-8 hours    12 tickets

8-12 hours  3 tickets

12 +             5 tickets

 

Can you help with this?

May 14, 2013 10:51
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Jake Burns

I want something really simple (maybe this should be a feature request).  I want to filter the default report dashboard per any of the following:

Group

Agent

Tag

 

I can't figure out how to create a report for a specific Group/Agent/Tag that has all of the following:

New Tickets

Solved Tickets

Backlog

Time to first reply

It seems that whenever I try this via gooddata, I can only do a metric related to ticket volume, OR ticket time, but not both.

May 14, 2013 11:10
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Todd Zabel
Hearsay Social

@Audrey

You will need to create 4 custom metrics for this report. Here are the metrics you might create for this:

  • SELECT # Solved Tickets WHERE (SELECT First Reply Time (min) [Avg] BY Ticket Id ) < 60
  • SELECT # Solved Tickets WHERE (SELECT First Reply Time (min) [Avg] BY Ticket Id ) BETWEEN 60 AND 480
  • SELECT # Solved Tickets WHERE (SELECT First Reply Time (min) [Avg] BY Ticket Id ) BETWEEN 480 AND 720
  • SELECT # Solved Tickets WHERE (SELECT First Reply Time (min) [Avg] BY Ticket Id ) > 720

Todd_reply_metric.png

 

You will select each custom metric in the WHAT parameter of the report.

Todd_what-param.png

  

* I have added a filter in order to modify the results to protect my company's data.

Todd_reply-chart.png

I have attached some screenshots to illustrate this. 

May 15, 2013 10:02
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Audrey

Thanks @Todd! 
Thanks so much - this was perfect, one more question. Is there a way to add a filter by Assignee but not have it displayed in the chart? 

Best, 

Audrey 

May 16, 2013 14:29
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Audrey

@Todd - scratch that, found it easily! 

May 16, 2013 14:32
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Marlene Summers
zuora

Hi! Any update on when you can export the Zendesk dashboard to PDF? I currently export my Gooddata dashboard weekly but I would be increased in replacing it with this Zendesk one if it were available in PDF.

June 07, 2013 13:44
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Brandon K.
Zendesk

Hey Marlene,

I checked with a Product Manager here at Zendesk and it looks like although we would like to add this functionality, adding it to the product has taken the back seat to some more urget and necessary product updates. I do not yet have an ETA to share, but we do intend to get to it down the road. Sorry I don't have a better answer for you.

June 17, 2013 15:10
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Kayla D.
hagcorp

Is it possible to pull keywords from the Subject and Comments (both public and private) to be used to generate reports? I haven't been able to find any information on this, and we're hoping to avoid manual entry of tags on the behalf of the agents. We'd like to be able to generate reports based on the nature of the requests we're receiving (ie server, specific applications, etc) by utilizing the content that's been used in the ticket subject and comments. Please help.

June 19, 2013 08:24
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Ben
Zendesk

Good question Kayla! Yes, you can absolutely report on the subject line contents. The way to do this is to use a trigger that identifies keywords or strings of keywords and then tags the ticket in an identifying way. So in your example, you could create a Trigger with conditions like:

  • Ticket is Created
  • Comment text contains at least one of the following words: server

Then you could have the action performed be:

  • Add Tag: server

Of course it is a best practice to be as specific as possible and remember that your tagging should be as permanent as possible to keep your reporting uniform as your help desk grows. So let's apply both of those principles in your second example on "server application" mentions. The trigger could look like this:

  • Ticket is created
  • Comment text contains the following string: server applications
  • Perform these actions: Add Tag: server_applications

Note that this tag is different from the first scenario's tag. Your reporting can now be built around the presence of either tag (or combinations of tags). Remember though that your scenario allows for the same word in both tickets. Namely, the word "server" is common to ticket subjects with "server" and server applications". With that in mind, you may want to add the condition to the first trigger Comment Text does not contain the word "applications" so as to avoid tagging tickets and thereby obfuscating reports that show both of these sets of tags. 

Every help desk has common words and we certainly recommend identifying these trends and capturing them with the use of triggers that add specific tags. Once the tags are present, reporting is a cinch.  

That should get you started. If you have more time or you find yourself at a coffee shop and curious for more. Check out these guides:

More on tags. More on triggers. More on tag reporting.

Thanks for the great question!

Ben

June 19, 2013 08:57
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Patricia Finan
spigit

We have different forms we are using. Is there a variable on GoodData that would allow us to report how many tickets by the various forms? Thanks in advance!

September 10, 2013 12:49
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Jennifer Rowe
Zendesk

Hi Patty, I'm going to paste Erin's answer (from the other article) here in case others are curious.

 

Hi Patricia,

The data has not been included in the GoodData model or export yet.  It is planned, but unfortunately it's not a quick change and we need to wait for the next set of updates to include it.

As a workaround, you could write triggers to tag the tickets based on the form.  I know it's not ideal, but it can work in the meantime.

Best,
Erin

September 10, 2013 13:44
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Ben Crouch

Hi, i don't see my stats for search and forums... why would this be? thanks

 

 

October 04, 2013 06:53
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Laura D.
Zendesk

Hi Ben, 

For now reporting metrics for Search and Forums isn't available for accounts with Help Center (your account). We're working on getting everything done to have that available and even though you're not able to see the data right now, we're still collecting it so that when the sections are available you'll be able to see past data. This is a top priority but there isn't an ETA yet. 

October 04, 2013 10:47
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Robert Lounsberry
alienskin

So when you get that done, we will be able to start searching our articles the same way we search our ticket reports?

 

October 09, 2013 09:38
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Emily
Zendesk

Hi Robert, 

Ben and Laura are discussing Forum and Search analytics. These dashboards allow you to monitor the success of your Knowledge Base. It sounds like you're asking about topic suggestion, also known as ticket deflection. Both Forum/Search analytics and topic suggestion/ticket deflection are planned for future updates to Help Center. We don't have an ETA, but you can subscribe to our Announcements Forum to stay in the know.

October 09, 2013 11:16
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Robert Lounsberry
alienskin

No, I am talking about Forum/Search analytics. That is what I am in dire need of. 

October 09, 2013 11:19
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Laura D.
Zendesk

Hi Robert, 

Sorry for the mix up! Yes, once we have the dashboards back you'll be able to see search strings, recently created articles, number of comments etc. just like you were with Web Portal. I still don't have an ETA but it is in progress. 

October 11, 2013 14:58
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Laura D.
Zendesk

I forgot to mention a potential interim solution: Google Analytics!

Although it's not exactly the same functionality, it should help fill the gap. Check out Adam's Help Center Google Analytics Guide for information about how to set it up.

October 11, 2013 15:16
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Joyce Seal
dvdvideosoft

When will the Forum/Search analytics be activated?

October 22, 2013 01:07
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Laura D.
Zendesk

Hi Joyce, 

We'll be able to add back the Forum and Search analytics for accounts using Help Center once the Help Center APIs are finished. Those are in progress now, but we don't have a date yet for when they'll be out. 

October 22, 2013 08:52
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Ben Crouch

Evening

 

We have a few custom fields we use when creating a ticket (like custom ticket type, and area of the product its related to. How can I use those in reporting please?

 

I'm trying to look at all my feature requests, by feature request type

and also trying to look at all my incidents, by the area of the product impacted.

 

thanks

November 04, 2013 12:56
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Ben Crouch

found it!

advanced analytics is my friend... 

November 04, 2013 12:59
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Jennifer Rowe
Zendesk

I was just typing a reply to you, Ben! Glad you found it. Have fun!

November 04, 2013 13:01
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Ben Crouch

Sorry, I jumped the gun

 

from these reports I then want to drill into the tickets themselves. How would I do this please?

November 04, 2013 13:06
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Jennifer Rowe
Zendesk

Hey Ben,

I'm going to ask one of our reporting experts to help you. I'm not exactly sure if and how you can do that.

More soon!

November 04, 2013 13:20
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Emily
Zendesk

Hi Ben, 

In Gooddata, if you select 'Ticket ID' from the How section of a report and edit that attribute to sort by 'URL on ticket ID' you can build a report in table format that lists a URL for each ticket in question. When you click on a URL, it will open a new window with the ticket itself. To edit the attribute, click on the words 'Ticket ID' from the How list and you will see a pull-down menu to the right that lets you indicate how you'd like it to appear (i.e. ticket ID vs. URL on ticket ID). 

November 04, 2013 13:41
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Barrie

Hi there Zendesk,

I have access to Good data, but if it is a feature in the Zendesk metrics too - let me know. I'm really want to generate a report that allows me to retrieve all the Customer satisfaction ratings where the customer has actually left a comment along with their clicking the "Bad I'm unsatisfied" response. I've managed to generate a report in Good Data that gives me the ticket number, Assignee and Requester" for the tickets where the customer was unsatisfied, but how do I include the "comments" as to why they said they were not happy.

November 07, 2013 05:32
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Barrie

Don't worry - I did some more homework and realized this isn't possible: https://support.zendesk.com/entries/21295763-Looking-at-satisfaction-ratings-with-comments

 

November 07, 2013 07:40
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Emily
Zendesk

Hi Barrie, 

I'm always impressed when Customers find the solution through research. You found the right article: Collecting your satisfaction-with-comment ratings is easy to do by building a View in Zendesk. We've separated the View conditions between just 'Good' and 'Good with comment,' so it is possible for you to only pull tickets where customers had something to say. As you probably already know, the subject line of each ticket in the view is a hyperlink to the ticket itself. There, you can see the satisfaction comment. 

November 07, 2013 11:50
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Jason Cunningham

Is there an option to export everything as in the old ZD format so I can build a long term report via Excel?

November 11, 2013 07:50
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Jason Cunningham

nevermind - found it under 'admin' - thank you for keeping that option!

November 11, 2013 08:00
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Emily
Zendesk

Hi Jason, 

You're welcome!

November 11, 2013 10:49
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Dave Tarsitano

I'm trying to find the "Manage" link on the GoodData dashboard page, but I'm not seeing it.  I want to schedule an email report to run weekly, and this sounds like it will do the trick.  Any suggestions?

Attaching a screenshot of my dashboard page.

November 13, 2013 12:19
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Emily
Zendesk

Hi Dave,

Thanks for attaching the screenshot; I can see that you're signed into Gooddata via your Zendesk account. To access the 'Manage' button, you'd need to pull up a new tab and sign directly into www.gooddata.com. There, you should see the 'Manage' button at the top of the page. After clicking it, you'll see an 'Emailing Dashboards' tab where you'll be able to schedule your weekly report email.

November 13, 2013 12:33
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Dave Tarsitano

That did it!  Thanks!

November 13, 2013 12:52
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Kevin Walker
lenbrook

So top article and Top search panels are not available if you started using Zendesk  Help Center?

How else can I view this data? is this option coming back to help center?

 

December 10, 2013 09:23
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Laura D.
Zendesk

Hi Kevin,

That's correct the dashboards don't reflect Help Center data yet. The information is coming back to the though, we hope to have it available soon. We'll be sure to post updates to let everyone know once it's ready. In the mean time you can use Google Analytics to get some of this information, we have a guide for setting that up here.

December 10, 2013 09:33
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Liz Fagan
cpfsupport

I love the basic reporting dashboard but without separating by group the data is irrelevant (we have 3 separate groups using Zendesk).  Do you know when you might implement a change so we can sort by group rather than creating custom reports?  I really like the clean look of the dashboard and would like to be able to use it on a daily basis.

 

Thanks!

Liz

January 02, 2014 09:52
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Rosanne
eyefi

I'm in agreement with Liz.  This is a pretty basic requirement.  You could simply add  a drop down option like you do for Custom and allow us to select the group or groups we want to report on.  I think there is another enhancement request on this from a long time ago.

 

January 02, 2014 16:06
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Laura D.
Zendesk

Liz, Rosanne,

Although this is might not be enough information for you we do have an option for Groups on the "Leaderboard" tab:

Screen_Shot_2014-01-02_at_4.11.50_PM.png

 

At the moment there is an issue with it displaying content but we're working on the solution, I'll post an update when I hear more about that. I'm not sure what's in store for the dashboards and I wasn't able to find an exact match for this in our Feedback forum. Given that you might consider making your own post there to help build up some additional support for an option like this, it does make a lot of sense! 

January 02, 2014 16:27