Create report from two different datasets

Beantwortet


Gepostet 25. Sept. 2020

I would like the ability to create a query using metrics from two different datasets. For example, creating a query for tickets with Knowledge Capture activity (Guide dataset) compared to total tickets created (Support dataset).


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45 Kommentare

+1 

This feature would be really helpful.

2


We have a similar post that needs multiple datasets in order to get the data we need: https://support.zendesk.com/hc/en-us/community/posts/4413823614234-Ability-to-see-internal-and-externally-posted-articles

Currently linking history and currently published articles are 2 datasets. In other words, you are not able to see the articles that have not been linked as it requires there to be previous linking to show up in the KCapp linking dataset. As well, the KCapp also shows ALL articles that were linked, which includes archived articles, or external articles.

The ability to filter this data are in different datasets so we are only able to get a partial picture as to how helpful our knowledgebase is for our Agents

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Agreed this would be very helpful! 

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Offiziell

Hi everyone, 

Thank you for sharing your feedback and use cases.

The ability to join different types of data is definitely on our radar. We are looking into the ways how to fit this functionality into Explore. However, active implementation of this functionality is not on our immediate roadmap. We will share more details as soon as we will be ready to start working on this feature.

Please continue sharing your thoughts and vote for this feature if it is important for your team.

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strongly agreed. For example to connect Chat and Tickets

3


Same here.

I select for each incoming call a reason why they contacted us... from a dropdown menu (custom ticket field created in Zendesk)

The same i do for the emails we receive.

Now i would like to see the percentages of all the reasons customers contact us; using both talk dataset and suppport dataset in one querry.
Now i have to make two seperate querries, one using the call data; the other querry using only the email (support)dataset...

4


100% - this is critical for our reporting to get a full view of customer interactions across support, chat, and talk, and individual queries in a dashboard aren't enough to solve our use case.

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+1, agree with Alina!

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+1 This would be amazing to see for our Team Leaders who currently have to build multiple queries just to capture a few metrics from different datasets.

4


Absolutely, same here!

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