Martin Cubitt

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Knowledge Base Dataset: Feedback on Metrics & Attributes

While the views per article is useful, the count of users who viewed an article would give greater insight. Eg. If Article A had 100 views from 1 user and Article B has 1 view from 100 users, the v...

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• Martin Cubitt
• Erstellt 9. August 2023 22:37
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on Custom Statuses

Has anyone created a metric (with help or otherwise) that would enable reporting on how long a ticket was at a custom status? It seems to be a common request and since Zendesk shows no interest in ...

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• Martin Cubitt
• Erstellt 4. August 2023 03:17
• 5 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing changes to calculations in Explore

We're using a fixed attribute to provide monthly values for comparing the number of new tickets against. The metric is like: if ([Ticket created - Year]=2023 and [Ticket created - Month]="January")...

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• Martin Cubitt
• Erstellt 2. August 2023 09:38
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Allow custom fields in Backlog Dataset

Back in October 2021, the Zendesk Product Manager Clay Turk said, in this thread: So, in summary, Explore will not be adding custom fields to the Backlog dataset, but we will add two additional at...

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• Martin Cubitt
• Erstellt 31. Juli 2023 05:10
• 1 Stimme

1. Zendesk updates
2. Announcements
3. Important announcement: Upcoming changes to the Explore dashboard builders

Spot on Amie Brennan - Insights to Explore was bad enough, this is further and larger steps backwards and will surely push people to use other reporting tools and/or platforms for their support needs.

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• Martin Cubitt
• Erstellt 27. Juli 2023 07:23
• 5 Stimmen

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Why am I receiving unexpected bad satisfaction ratings?

Hi Zendesk Admin, You can update the automation and make it a little more professional looking by using some basic HTML, such as the following: <p><span style="font-size:16px;"><a href="{{satisfact...

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• Martin Cubitt
• Erstellt 19. Juli 2023 06:43
• 0 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on the duration of fields

I am really happy to see that Zendesk allow custom statuses (albeit linked to one of the core statuses).  However, I am unable to find a way to report on the time that a ticket is at a custom statu...

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• Martin Cubitt
• Bearbeitet 15. Juni 2023 06:17
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing changes to calculations in Explore

How do I replace constant metrics, used for OKR targets? It is unclear from the confusing ATTRIBUTE_FIX syntax.    

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• Martin Cubitt
• Erstellt 8. Juni 2023 12:05
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Ticket export tool for End-users (Export tickets by organization)

Gorka Cardona-Lauridsen Thanks for your response. They're just after a listing of their tickets, ideally in Excel format, based on any filtering at the time they click Export from the My Requests v...

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• Martin Cubitt
• Erstellt 19. April 2023 22:58
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing changes to views pagination and sorting user profile pages

Salvador Vazquez It would be great to have a response from Zendesk regarding the negative feedback in this thread, at the very least to assure customers they have a voice that is heard.  

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• Martin Cubitt
• Erstellt 3. April 2023 06:35
• 9 Stimmen