Frank Ferris

1. Community
2. Zendesk Suite Q&A
3. Explore report for ticket handoffs

Hi Hannah! To create an Explore report for ticket handoffs, you can filter your data by "Ticket Updates" and then select the "Assignee" and "Requester" attributes. From there, you can add metrics s...

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• Frank Ferris
• Erstellt 1. Mai 2023 22:29
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

Hi @Mitzi! To view the subject and detail of all incident tickets against a problem ticket (or vice versa), you can use the "Related Tickets" feature in Zendesk. This will allow you to see all tick...

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• Frank Ferris
• Erstellt 1. Mai 2023 22:27
• -1 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Reporting on Agent adding tag

The checkbox solution should work. Alternatively if you don't have TONS of agents, you could use a unique tag for each agent for easier reporting, but obviously not the most scalable solution.

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• Frank Ferris
• Erstellt 4. April 2023 21:03
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1. Community
2. Zendesk Suite Q&A
3. Side Conversation Reporting

Anne's solution is the best way! Set this up ourselves months ago and it worked great, but agree this should be more intuitively built into the product

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• Frank Ferris
• Erstellt 4. April 2023 21:02
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Count number of tickets with multiple tags

Gerardo this is tough to do directly in Zendesk. If you're comfortable working in spreadsheets, I would import your data with an automation tool like Coefficient (which can refresh the data every h...

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• Frank Ferris
• Erstellt 4. April 2023 20:58
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Populating Problem Ticket Subject in Explore

100% agree this should be available in ZD reportingA good alternative solution is to export the data into a spreadsheet where you can take advantage of easy formulas and flexible reporting to build...

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• Frank Ferris
• Erstellt 4. April 2023 20:53
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Time Tracking Agent Productivity

Awesome discussion and ideas here! I work for a company that helps automatically import ZD tickets data into spreadsheets, where it can be easier to write custom formulas and define your logic arou...

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• Frank Ferris
• Erstellt 4. April 2023 20:49
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Excluding weekends from aging calculation/metric

I find these types of custom attribute formulas can be a pain. Typically I would export this data to a spreadsheet where you have access to many more formulas - in this case you can use =networkday...

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• Frank Ferris
• Erstellt 30. März 2023 21:59
• -1 Stimmen

1. Community
2. Zendesk Suite Q&A
3. How to compare avg resolution time of tickets with and without KB?

If you can share how you ran your first analysis (and got inaccurate results), that might help community members figure out what went wrong.Alternatively, if you're more comfortable working with sp...

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• Frank Ferris
• Erstellt 30. März 2023 21:42
• 0 Stimmen