Amy Dee

1. Community
2. Insights Q&A
3. return tickets based on signed in user/ticket assignee

Hi Daniel! A report like this should be possible, but it takes some effort to set up. The keywords THIS, PREVIOUS, and NEXT only apply to time ranges, so you wouldn't be able to use THIS with an at...

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• Amy Dee
• Erstellt 11. Februar 2020 18:15
• 0 Stimmen

1. Community
2. Insights Q&A
3. [Support and Explore] Counting tickets correctly

Hi Cyrille! I think the discrepancies here are coming from two broad sources: First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in...

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• Amy Dee
• Erstellt 5. Februar 2020 17:35
• 0 Stimmen

1. Community
2. Insights Q&A
3. Insights: How to track response times of a ticket that gets assigned to a different group

Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...

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• Amy Dee
• Erstellt 31. Januar 2020 15:02
• 1 Stimme

1. Support
2. ...
3. Reporting
4. Understanding first reply time

Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API.  For your example, ticket B ...

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• Amy Dee
• Erstellt 30. Januar 2020 16:44
• 2 Stimmen

1. Support
2. ...
3. Reporting and performance
4. What are the Historic attributes in Insights?

Hi Imran! There are only four "Historic" attributes - Status, Priority, Group, and Assignee. Insights has to go through extra steps to capture those values, so it only covers default system fields....

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• Amy Dee
• Erstellt 28. Januar 2020 15:36
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise)

Hi Taline! These all need to be separate metrics -  SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_a),0) SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_b),0) SELECT IFNULL((SELECT ...

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• Amy Dee
• Erstellt 22. Januar 2020 23:26
• 0 Stimmen

1. Community
2. Insights Q&A
3. Different results when adding "Hour of Event" to "How"

Hi Diego! I see what's happening here. The default # Tickets Created metric counts tickets based on text field changes on the same date as Date (Ticket Created). It counts tickets once per report s...

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• Amy Dee
• Erstellt 21. Januar 2020 15:16
• 1 Stimme

1. Support
2. ...
3. Best practices and recipes
4. Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise)

Hi Taline! There are a couple issues with your approach. First, your first metric has this format - SELECT IFNULL((Tag Metric), 1). It should be a 0 at the end, not a 1. Otherwise, tickets with and...

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• Amy Dee
• Erstellt 21. Januar 2020 15:05
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise)

Hi Andrea! The issue in your screenshot is the # Tickets Solved metric. That metric finds tickets based on the solve event, and it's designed to work in an event-based report. It isn't connected to...

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• Amy Dee
• Erstellt 10. Januar 2020 15:46
• 1 Stimme

1. Support
2. ...
3. Best practices and recipes
4. Insights recipe: First reply time by event (version 2)

Hi Victor! If you adjust the metric to use greater than or equal to (>=) instead of greater than (>), then it will record 0 values for all agent-created tickets. Those are actual values that count ...

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• Amy Dee
• Erstellt 25. Dezember 2019 22:20
• 1 Stimme