Using the Reporting Overview Follow

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45 comments

  • Avatar
    Macarius Anna

    Hey Jennifer,

    Really a helpful article.

    But I wanted to know that Is there is any APIs to get tickets by channels(for pie chart data) if yes than could you provide me that link.

    Thanks-

    Macarius

  • Avatar
    Jessie Schutz

    Hi Macarius!

    I consulted with some colleagues, and it looks like you have a couple options here. The first one is to use this endpoint: https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets

    Another option would be to search the end point for each channel. ie: /api/v2/search.json?query=via:phone

    And just to make sure we're covering all our bases, I want to make sure you know that there is already a pie chart showing tickets by channel in your Native Reporting Dashboard, under the Overview tab. I'd hate to not mention it and then have you find out late that you did a bunch of work you didn't need to. :)

    Please let me know if you have any other questions!

  • Avatar
    Macarius Anna

    Thanks Jessie for your reply,

    I think second option is a better answer for my query. But on this way I need to calculate tickets percentage with respect of channels. By the way I already found this API but I was expecting that we have APIs on report section, So I can use it on my own way.

    Thanks again. :)

  • Avatar
    Mark Walsh

    Is there a way to export the daily details into a spreadsheet?

  • Avatar
    Justin Helley

    @Mark,

    Not from the dashboard tabs themselves. If you have the capability, you would need to use the incremental tickets export: https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets or Insights, both of which have the capability to provide a CSV report on a daily basis.

  • Avatar
    Pedro Reis

    Hi.

    How do i share leaderboard information with non admin agents ?

    Account : Zendesk plus

     

     

  • Avatar
    Megan Howell

    @Pedro:

    If agents are restricted to only seeing some tickets (for instance, only having access to tickets within their group as it looks like your Zendesk has set up), they won't have access to the reporting tab at all, including the Leaderboard. You can either open up access to all tickets for your agents, or you could use this article to recreate the leaderboard in Insights  and then export it and email it out. (You can set up exporting dahsboards by clicking on the little clock icon in Insights). 

    On the Enterprise plan, you can use custom roles to edit reporting access with more granularity.

  • Avatar
    Joel Munson (Edited )

    Hello.

    We switched over from Desk.com a little while ago. Basically the only analytics they reported were how many tickets were solved by each agent by channel and when. And that is all the info I really cared about.

    Now that I'm with Zendesk, that is pretty much the only stat you DON"T include. Is there a way to custom set it up? I can't figure out a way. Can someone help please?

    Thank you!

  • Avatar
    Eugene Orman

    @Joel,

    You can create such report easily in Insights. For example you could use following set-up:

    • What - # Tickets Solved;
    • How - Ticket Via, Ticket Assignee  + Date (Event) or Month/Year (Event);
    • Filter Month/Year (Event) is a floating range.

    Take a look on this short Demo.  Fore more information regarding Insights functionality please refer to our documentation: Insights resources.

  • Avatar
    Joel Munson

    @Eugene

    This is fantastic. Thank you very much!

  • Avatar
    Joel Munson

    @Eugene,

    I set it up just how you explained. I'm worried these numbers aren't at all accurate. It shows me updating a large number of tickets that I have never touched. If the numbers for myself are not accurate, I am hesitant to trust the numbers for any of my agents.

  • Avatar
    Eugene Orman

    @Joel,

    I'll need to take a look at the report you had created. Please join me on this ticket: #1569864 

  • Avatar
    Eldien Hasmanto

    Hi,

    For Enterprise plan, the Data Sets ( Good Data ) is synced every 1 hour. Is it possible if the browser will automatically refresh every time the synchronize completed ?  

    Thanks,

  • Avatar
    Eugene Orman

    Hi Eldien, 

    Unfortunately, such functionality is not available at the moment.

    Instead you could use one of the 3rd party apps, which were designed for this purpose, for example: Geckoboard. Alternatively, take a look into browser Auto - refreshing extensions, here are few apps from Google Chrome store: https://chrome.google.com/webstore/search/refresh?_category=extensions

  • Avatar
    Ian Hill

    So, four years ago folks asked for the ability to filter reporting based on Group and/or Organization and as far as I can see this still hasn't been implemented?

    Or am I looking in the wrong place?

  • Avatar
    Jessie Schutz

    Hi Ian!

    If you're on the Professional or Enterprise plan and are using Insights for your reporting, you have this capability which you can read about here: Insights object reference (Professional and Enterprise).

    If you're using the Native Reporting in Zendesk, you can filter your Leaderboard by Agent or Group, and you can create new reports using Groups or Organizations as a condition. 

    Let me know if you have more questions!

  • Avatar
    Ge Ja

    Hi All! How can I calculate the response rate by priority which is based on the ticket and not per instance? 

    So far I have tried counting tickets created where First reply time in mins is less than 120. I need to add a condition where Priority is Urgent but the editor doesn't accept it. 

    select # tickets created where first reply time in minutes >= 240 and first reply time in minutes < 480 and priority = "urgent"

    If I am able to get this count, I can divide this to the total tickets created to get the response rate for urgent.

  • Avatar
    Graeme Carmichael

    Ge Ja

    This is a common issue when creating custom metrics. You cannot just type the names and values of elements such as 'priority' and 'urgent'. Here is an extract from the GoodData documentation.

    • While MAQL syntax can typically be typed directly into the Metric Editor text field, project elements like facts, metrics, attributes, attribute values, and variables must be added to metric definitions using the Project Element Sidebar.

    You can find more details here.

  • Avatar
    Jasmine Wilkinson (Edited )

    Hi there. I need to break down ticket stats

    ie 


     

    per Brand like I can in the Knowledge base tab. (see below). Is there a way I can do that? So I'd like to know volume of new tickets for each brand.




    In general, it would be incredibly useful to be able to break down all the Overview metrics by Brand - otherwise we can't can't compare apples with apples. Why is this only possible for the knowledge base?

     

     

     

  • Avatar
    Rebecca McMurry

    I want to know search behavior for the Knowledge Base.I select Search, Brand, Help Center, and date. I get data such as # of total searches, # with no result, # with no clicks, and # tickets created. I want to know the specific keywords or strings associated with the search. I see in the documentation those appear. They do no appear on my screen. How can I see this data?


  • Avatar
    Shukri

    HI Admin,

    How can i view the overall summary of my tickets for last more than 90 days , let say one year ?

  • Avatar
    Eugene Orman

    @Shukri, 

     

    You can select a custom reporting period but it will span only up to 90 days, not more. For example, I have select the following custom period in the past:

     

    If you want to report on the longer timeframe you will need use Insights reporting tool which is available for the Professional and Enterprise plans:  Zendesk Insights resources.



     

  • Avatar
    Eugene Orman

    @Jasmine, 

    The breakdown by brands was implemented just in the Help Centre dashboards because you can report on the Zendesk Support data via Insights. All default Insights dashboards can be filtered by brand: 

     

    @Rebecca,  I will create a ticket for you to investigate this issue. 

  • Avatar
    Jacob Mattison

    Is it possible to hide the leaderboard, or the whole reporting tab, for non-admin agents?

  • Avatar
    Eugene Orman

    @ Jacob, 

    On the Professional plan (Legacy Plus) agent's access to the whole reporting section can be restricted by setting his/her general ticket access to any value different from  "All tickets". Screenshot: 

    On the Enterprise plan agent's access to reporting can be adjusted in the role settings:  



  • Avatar
    Jacob Mattison

    Thanks for the response, Eugene. We're on the Professional plan, but our agents need to see all tickets, so this isn't going to work for us. But I appreciate it.

  • Avatar
    Billy Hepper

    Hi Eugene,

    We are actually experiencing the same issue that Rebecca reported in Jan 2017.  I can see the number of 'Search With No Results Found' but I can no longer see the search term strings.  This is a recent occurrence as we always used to be able to see this data.

    Could you please open a ticket to investigate further?  

    Thanks for your help.

     

  • Avatar
    Jessie Schutz

    Hey Billy! Looks like you've got a ticket about this open in Support now. 

    This is a known issue that our Dev team is currently looking at, so if anyone else is experiencing the same thing as Rebecca and Billy, go ahead and send a ticket over to Support and we'll get you added to the Problem ticket. Each report helps us to understand the problem better.

  • Avatar
    Elmer Villanueva

    Can I see in reporting tool issues by category and by customer? Like in a pareto?Thanks!

  • Avatar
    Jessie Schutz (Edited )

    Hey Elmer!

    Your ability to report on issues using the native reporting is going to depend on how you have your reports set up. You'll need to create custom fields (either drop-down or checkbox) in order for these to be available in your reporting. Once that's done, though, you'll be able to create custom reports on those fields for issue tracking.

    As for reporting by customer, that will depend on how you want to track it. If you want to report on individual users, that's not possible. However, if all users from a certain company are grouped into an Organization, you can report on that.

    Hope that helps!

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