Using the Reporting Overview

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75 Comments

  • Tommy Bumford

    Thanks for the article, definitely helpful! I'm wondering if there is a way to view the exact same data that's in the "Overview" section but limited to only data from one "Organization" ? 

     

    We have several clients that we run through our Zendesk and it would be helpful to be able to view these metrics on an organization by organization basis. 

     

    Thanks!

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  • Justin Smith

    Hey Tommy!

    Unfortunately it's not possible to modify these reports in a way that will show you only the results related to one individual Organization.  These are just meant to give you a broad breakdown of your account activity.  For the sort of functionality you're wanting, you'll need to use the Insights reporting platform that's available on the Professional and Enterprise plan levels.

    I hope that helps clear things up!

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  • Mike

    Can someone provide a more granular definition of "Touches" as displayed on these reports?

    Does it include all updates to a ticket? Or only updates w/ comments?

    If I just flip the status between open and pending 5 times in succession, without making any other changes to the ticket, does that register as 5 touches?

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  • Dipesh Dave

    Hey Mike,

    The definition of "Touches" displayed on these reports are in relation to any update made by the agent. This includes changing the status of the ticket because an agent is still touching the ticket to make this change. 

    So in regards to your scenario provided, if an agent flips the status of a ticket 5 times in succession, that means that 5 touches have been registered.

    Hope this helps!

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  • Herbert Caragayn

    Hi,

     

    I tried to upload the excel file several times, but always show that error message my format is correct.

    This is the first time I encountered this problem.

     

     

     

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  • Jessie - Community Manager

    Hi Herbert!

    I see you've got a ticket open with our Support team as well. It looks like this is a known issue that a number of customers are experiencing, and we're actively working on getting it resolved.

    We'll update you in your ticket when we have new info to share!

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  • Patricio Beck

    Hi, as I advanced user, why can´t I see Insights for a product we use, Talk?

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  • Nicole - Community Manager

    Hey, Patricio! I see that this is your first post. Welcome to the Zendesk Community! 

    Not being able to see your Insights definitely sounds unexpected. Let me get a little bit more info so I can help troubleshoot:

    - How long have you been on the Talk Advanced plan?
    - Have you purchased it, or are you currently on a trial? 

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  • Michele Bolona

    Can you see which times are most popular to receive tickets based on metrics?

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  • Jessie - Community Manager

    Hi Michele!

    We have a recipe for this in our Best Practices and Recipes area! You can find it here: Insights: Tickets by time of day created.

    Hope that helps!

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  • Amy Waugh

    I have added a report to an incorrect dashboard, how do I remove it from the dashboard but not delete it entirely?.

     

     

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  • Amy Waugh

    ignore me found it

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  • Jessie - Community Manager

    Hey Amy! Thanks for letting us know!

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  • Michael Misciagno

    Hello,

    I have been able to create plenty of my own custom dashboards and reports throughout Zendesk but one area I cannot seem to get is the Knowledge base statistics.  I would love to be able to create my own reports and dig deeper into the statistics that are given from the Reporting section.

     

    I was able to find the Reports section labeled Knowledge Capture that has a quite a few pre-made reports.  My problem is that I cannot seem to locate exactly: What / How / Filter  to use.  Below are some of the pre-made reports but whenever I try to use those I do not get any data whatsoever.  Any guidance would be greatly appreciated.

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  • Jennifer Rowe

    Hi Michael,

    The Knowledge Capture dashboard is for the Knowledge Capture app. The app is still in early access.

    I'm guessing the app has been enabled for you but maybe it's not being used if you're not seeing data in the associated reports.

     

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  • Mary Paez

    It would help to know what search terms are being used often in the Help Center as native metrics in Zendesk (not going to Google Analytics).  I am noticing a pattern of less-than-helpful metrics in the ZD reports.

    1
  • Jennifer Rowe

    Hi Mary,

    There is a native Search dashboard you can use (without going to Google Analytics). Have you seen it? Here's info about the dashboard.

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  • Jennifer Zou

    Hi Jennifer,

    In the drop down selection list of benchmark, I only see three options: Others, External Customer and company size:100-499. Is there other choices? 

    Thanks.

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  • Tiann Nelson-Luck

    Hi Jennifer,

    Those are in direct relation to your industry, audience, and company size that you selected in the Benchmark Survey under Admin > Settings > Benchmark Survey. Based on the your selections, it gives reflects those options in the drop-down to compare your account to similarly-sized companies. 

    Currently, after filling out the survey, those are the only options available in that section of the Reporting Overview! 

    Thank you for commenting and reaching out! Let us know if you have any further questions! 

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  • Erin Skovmand

    Is there a way to make the report ignore weekends? It's killing our average first response time as we only have support staff M-F from 8-5 on average, and any tickets over the weekend make it look like we just let them stagnate forever before responding.

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  • Anna

    Hi Erin! 

    Unfortunately our Native reporting overview would not allow you to report on just data for tickets Monday through Friday.  However, if you were to leverage Insights and Business Hours, you could achieve this workflow.  Feel free to send us an email at support@zendesk.com if you'd like to discuss this in more detail.  

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  • Susan Walders

    Hi!

    I created a report to show me how many tickets are tagged as merged. I wanted to be able to quickly see how many new tickets were not included in the solved ticket total because they were duplicates. How can I see this report on the overview page? Do I have to open the reporting tab and view it manually every week? 

    Thanks for your help!

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  • Technicalsupport

    Is it possible to modify (or replace) the Insights Overview the way you can with GoodData Dashboards?  Even logged in as the Owner account, I get a little lock icon at the upper right area of the Overview that pops up the following message when I hover over it:

    "View only. You don't have permission to edit this dashboard."

    Nevermind - I figured out I can select my own dashboard that I want to see using the drop-down in the upper-left area of the Insights screen.  Neat!

    OK, real question this time, can I make my own dashboard the default for all users AND, can I make Insights the default tab for all users (rather than the generic Overview tab)?

    And finally, is the Daily Sync option to choose the time to sync the actual GoodData report or just this particular dashboard on the Insights tab?  If it doesn't set the sync time for the actual report, when is the report sync'd (we have a Professional account, not Enterprise)?

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  • Egghart, Georg

    Hi,

    I need the Benchmark Report with a longer time frame, 90 days is to short. How can i find/create this report with Insights ? 

    Thanks for your help!

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  • Munir

    Hi!

    Need help sending a daily ticket reports to End User, GoodData will accept Light Agent and Agent email but not accepting End User email address. Please help by providing instructions.

    Thank You

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  • John Tolle

    Annoyingly, GoodData can only send reports as e-mail to registered real users of Zendesk (and end users don't count.)  Luckily, you can send Dashboards via e-mail (only as attached PDFs, unfortunately) using Zendesk Insights to any e-mail address.

    1. Create a new Dashboard in GoodData (click on the gear icon and click Add Dashboard - yes, this seems more hidden than it should be) and add only the report you're interested in sending
    2. Go back to Zendesk Insights and select the Dashboard you just created
    3. Click on the little clock icon to schedule the sending of the Dashboard as an e-mail and go crazy adding any e-mail addresses you want
    4. You cannot edit the schedule or change e-mail addresses, but you can delete a schedule by going to GoodData -> Manage -> E-mailing Dashboards
    5. I recommend creating distribution lists in your e-mail system and sending to those so you don't have to delete and recreate the schedule every time you need to make a change
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  • Munir

    Thank You so much John!

     

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  • John Tolle

    You're welcome.  I had to reply because that stuff drove me nuts a while ago and it took me long enough to figure it out (don't laugh) that I didn't want anyone else to painfully stumble through it either.

    Now, to those Zendesk pros who are lurking, can you please make this less silly?  I realize much of it relies on GoodData, which isn't exactly fully in your control, but seriously, you've got to be able to wield some power to be able to beat them over the head with suggested improvements.

    Oh, and in case it's not clear, "less silly" means:

    • Allow sending to arbitrary e-mail addresses right in GoodData so we can send reports to non-Zendesk users (rather than have to send Dashboards as PDFs that will never get opened because all humans are at least partially A.D.D.)
    • Allow editing the scheduled Dashboards and Reports so that you don't have to delete them just to add an e-mail address or change the actual day(s)/time it's sent
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  • Randolph Abelardo

    Hi everyone. 

    Could you help me understand why there was a sudden and inexplicable spike on June 6th.

    What are the likely reason(s) that could've caused 96,835 new tickets in 1 day?

    Much appreciated.

    - Randy

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  • Randolph Abelardo

    I would like to follow up on the issue detailed above. Thanks.

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