Using the legacy Reporting Overview

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87 Comments

  • Jennifer Rowe
    Zendesk Documentation Team

    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.

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  • Jennifer Rowe
    Zendesk Documentation Team

    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
    Zendesk team member

    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
    Zendesk team member

    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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  • Heather Rommel
    Community Moderator

    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 Rommel
    Community Moderator

    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 Rommel
    Community Moderator

    @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 - Community Manager
    Zendesk Developer Support

    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 Rommel
    Community Moderator

    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 Schutz
    Zendesk team member

    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
    Zendesk team member

    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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