Using the legacy Reporting Overview

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87 Comments

  • 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,

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  • Eugene Orman
    Zendesk Product Manager

    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

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  • 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?

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  • Jessie Schutz
    Zendesk team member

    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!

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  • 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.

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  • Graeme Carmichael
    Community Moderator

    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.

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  • Jasmine Wilkinson

    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?

     

     

     

    1
  • 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?


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  • Shukri

    HI Admin,

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

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  • Eugene Orman
    Zendesk Product Manager

    @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.



     

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  • Eugene Orman
    Zendesk Product Manager

    @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. 

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  • Jacob Mattison

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

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  • Eugene Orman
    Zendesk Product Manager

    @ 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:  



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  • 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.

    1
  • Elmer Villanueva

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

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  • Jessie Schutz
    Zendesk team member

    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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  • 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
    Zendesk team member

    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 Schutz
    Zendesk team member

    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 S.
    Zendesk Community Team

    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 Schutz
    Zendesk team member

    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 Schutz
    Zendesk team member

    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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