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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Is it possible to create a Cumulative Query on tickets volume?
      Beantwortet
      Hi there! I need to have a report in which I can see the total volume of tickets by status on a given day. So, if I have...

      Gepostet 16. Okt. 2019 · Tommy

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      Average Ticket Age Backlog Timeline (Not by ticket create)
      Beantwortet
      I'm attempting to report on the impact of ticket age month over month. Similar to the backlog evolution report, I need t...

      Gepostet 25. Sept. 2019 · Mani Berenji

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      Reporting on organisation data
      Beantwortet
      Is there any way to report on organisation level data, without ticket information being included?  We have a number of ...

      Gepostet 25. Sept. 2019 · Tara Papworth

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      Number of escalations from one group to another
      Beantwortet
      Hi I've been trying to create a report showing how many tickets have been escalated from Tier 2 to Tier 3 with no luck....

      Gepostet 27. Aug. 2019 · Marie-Cathrine

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      Explore Chat Metrics - Individual Agent Reporting
      Beantwortet
      I'm looking to report on the two items below: Chat average handle time per agent (but I only want the duration from on...

      Gepostet 27. Aug. 2019 · Victoria Brearton

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      Average and Median Number of Tickets Created per Hour
      Beantwortet
      Hey,   I am using the Zendesk Tickets dataset.  How can I create the average and median number of tickets created per...

      Gepostet 31. Juli 2019 · Chen Shimon

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      Explore: Default Filter
      Beantwortet
      Is it possible to apply a default set of filters when a dashboard is first loaded?  Filters seem to be unapplied initial...

      Gepostet 29. Juli 2019 · Danny Koss

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      Creating custom metrics in Explore to pull tickets with 2+ tags
      Beantwortet
      Most of our valuable data requires metrics that have more than 1 tag.  Is there a way to create a metric to pull # of t...

      Gepostet 24. Juli 2019 · Maddi

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      Number of open tickets per agent or department at the end of each month
      Beantwortet
      Hi all,   Looking to create a report in Explore that will show how many assigned tickets are still open at the end of ...

      Gepostet 03. Juli 2019 · bill cicchetti

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      AVG Tickets Created per Day Month
      Beantwortet
      Hi, I am trying to build two custom metrics, which display AVG Tickets Created per Day – one for THIS Month and one for...

      Gepostet 21. Juni 2019 · Marcel

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