Using the Reporting Overview

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83 Comments

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

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

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  • Randolph Abelardo
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    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
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    @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
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    Appreciate the resources, @Heather!

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  • Huong-Ly Dang
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    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
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    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
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    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
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    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
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    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
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    Hi!

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

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  • Felicity Page
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    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
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    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
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    Thanks @Travis Rider. Much appreciated.

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  • VickyPo
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    Hi,

    Is it possible to generate and download CSV report based on tickets tags in a week period? We want to know which problems are the most common among the customers we have.

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  • Dan Kondzela
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    Hello!

    @VickyPo

    If you are interested in reporting on the number of tags generated within a week period, you certainly can! It will require custom reports, which itself requires Professional or Enterprise Support.

    I would recommend to start by reviewing our documentation on Reporting on Ticket Tags.

    Once you get that set up as per our documentation, you will be able to create a fairly straightforward on the # of Tickets, with your Tags in the How Column. Some more explicit documentation on this can be found in our help center as well, right here: Reporting on Created and Solved Tickets

    I hope these two documents, in tandem, help you get a report built!

    As for generating a CSV of this particular report, you can do so from the Report UI. When viewing a report within Insights you will see an orange 'export' button near the bottom right of the report. You can click this and select the CSV file extension. This link will contain some screenshots to review: Sharing Reports in Insights 

    Thanks!

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  • Kelly Lena
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    For the Search reporting, does it only track searches made by end users, or does it count searches made by logged in agents/managers/admins as well?

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  • Brett - Community Manager
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    Hey Kelly,

    The native search reporting will include both agent and end-user searches. If you want to exclude agent searches you'll most likely need to set up Google Analytics on your account as mentioned here: Enabling Google Analytics for your Help Center

    Hope this helps!

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  • Carl
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    Stop working now and no agents reply to my tickets!!!

    -1
  • Matthias
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    If a user starts submitting a request, writes something into the "Subject" field, sees relevant Help Center articles and clicks one of the results, thereby solving his problem - where can I as an administrator see how often this happens and with which subjects?

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  • Nik
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    Hello, does anyone know if there is a way to see first-time reply metrics based on my business hours and schedules we have set??

    Because under the section titled "Viewing More Ticket Metrics" it states "Note; the metric is based off calendar hours, not any business hours or schedules you might have set."

    I want to know what the true and accurate first-time response is based on when we're open. PLEASE HELP

     

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  • Brett - Community Manager
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    Hey Nik,

    The Reporting Overview will not take into account your business hours you've set up in Support. If you're looking to track first reply time in business hours, you'll need to use Insights or Explore to generate this report.

    Both will have a First Reply Time metric available that will take into account the business hours you've configured.

    Hope this helps!

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