Using the Reporting Overview

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75 Comments

  • Heather R

    Hi Randolph,

    You can get a drill in to see what went on in a couple ways. My preferred way is Insights. Go here:

     

    Alternatively, you can use Advanced Search. after selecting the date on the dropdown from the Filter, change the text "updated" to "created" and hit enter. 

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  • Randolph Abelardo

    Thanks for the tip, @Heather.
    Unfortunately, our current plan doesn't have Insights.

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  • Heather R

    Eek, sorry Randolph. Perhaps the Advanced Search is the way to go then.

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  • Randolph Abelardo

    No worries ;)

    Is there a beginner-intermediate tutorial for the ZenDesk Reporting (KB or videos)?

    I would like to know more to better understand our performance.

    Thanks !

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  • Heather R

    @Randolph

    I believe this article will point you in the right direction but if it's not what you're looking for, scroll to the bottom of the page and submit a request!

     

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  • Randolph Abelardo

    Appreciate the resources, @Heather!

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  • Huong-Ly Dang

    Hi, how can we get report number longer than 90 days ? We are tracking performance per fiscal year so would be great to have the period of the report extend to 365 days at least....

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  • Greg

    Hi Huong-Ly! If you are on the Professional or Enterprise plans, you can have access to historical reporting for your account with Insights! With the native dashboards that are being referenced here, this data is only reportable 90 days back. You could also utilize our Incremental Exports API if you are familiar with working with an API!

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  • Julija

     

    Hello,

    We have a problem understanding these channels. So far we have integrated web widget and have our email for users. Not sure we understand why we have web widget tab and chat, aren't these two the same. What is web form?

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  • Heather R

    I'm not sure why would would see chat tickets if you are using the web widget without chat enabled.  I would email support@zendesk.com about that.

     

    For Web form, that means 1 of 2 things that I know of: 1) An agent created the ticket on the agent interface or 2) the end user created it on your Submit a Request link on your site/Guide.

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  • Jessie - Community Manager

    Hey Julija!

    I do want to clarify, do you have Chat enabled in your Web Widget? If your Web Widget allows your user to submit a request, search your Help Center, OR have a live chat with one of your Agents, then Chat is enabled there. Even if the Chat is initiated through the Web Widget, it will be counted as coming in via the Chat channel. Hopefully that clears it up for you!

    Web Form refers to any ticket that is created either via the Submit A Request form in your Help Center, or by an Agent in the Agent Interface. We have a complete list of channel definitions here that gives additional information as well!

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  • Wibson

    Hi!

    Can I see the metrics of the ticket type and the tags? How do I find them?

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  • Felicity Page

    Hi,

     

    Please can I clarify which tickets are included in the calculation for "Agent Touches" in the Overview tab? Does this relate to all tickets updated over the specified time period or just to those created or solved in that ticket period?

     

    Many thanks

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  • Travis Rider

    Hello there!

    @Wibson

    To report on ticket types and ticket tags you will need to build a custom report using Insights, kindly see the following article for more detail:

    @Felicity Page

    The calculation for "Agent Touches" is the sum of all ticket updates made by agents for the specified period of time.

    I hope that helps!

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  • Felicity Page

    Thanks @Travis Rider. Much appreciated.

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