Zendesk Support sends key dates for Tickets, Users, Orgs, Events, and NPS® to Insights. You can slice metrics by any of these available date attributes, known as date dimensions.
About Insights date dimensions
Insights receives the following dates as time-based attributes:
Attribute | Definition |
---|---|
Date (Ticket Created) | Date the ticket was created |
Date (Ticket solved) | Date the ticket was most recently solved |
Date (Event) | Date of a ticket event or call |
Date (Ticket Assigned) | Date the ticket was most recently assigned |
Date (Ticket Initially Assigned) | Date the ticket was initially assigned |
Date (Assignee Updated) | Date assignee last updated the ticket |
Date (Requester Updated) | Date the requester last updated the ticket |
Date (Ticket Last Updated) | Date of the last ticket update; this includes any update to the ticket, not just agent updates |
Date (Ticket Due) | Date the ticket is due (from system Due Date field) |
Date (User Created) | Date the user was created |
Date (User Updated) | Date the user was most recently updated |
Date (User Last Login) | Date the user last logged in |
Date (User Last NPS Survey Date) | Date of the most recent NPS survey sent to the user |
Date (NPS Rated) | Date that a Net Promoter Score℠ survey was rated |
Date (Updater Created) | Date the updater was created |
Date (Organization Created) | Date the organization was created |
Date (Organization Updated) | Date the organization was updated |
Date (Timeline) | Disconnected date filter |
To produce accurate results your date attribute needs to match one of your metrics. For example Date (Ticket Created) and Date (Ticket Solved) are both related to tickets, so you should use them with the # Tickets metric. Date (User Updated) and Date (User Last Login) are both related to users, so you should use them with the # Users metric.
Understanding date hierarchies
Date attributes have a corresponding hierarchy. The hierarchy goes from broad to narrow, as follows:
Date > Week > Month > Quarter > Year
You can think of this hierarchy as Date being the most specific attribute while year is the most general. Insights can report on the current period for any of these attributes or use them in floating ranges. For example, you can create a report that covers the past 30 days, last week, or this quarter. With the right reporting filters, Insights will automatically update the results over time, so they always have the same relation to 'today.' For more information on date filters, please see Understanding disconnected date dimensions in Insights and Insights metrics reference.
Date intervals
Each level of the date hierarchy (except the Year) can be measured in generic or chronological intervals.
Generic date intervals
Generic date intervals include all data relating to the same recurring period. These attributes combine data across all years, so they are great for reporting on broad trends. With generic date intervals, you can see if the sales team slows down at a specific point in the quarter, if you receive more tickets in certain months, or if your first reply times are higher on certain days of the week.
Generic date intervals include:
- Day of Month
- Day of Quarter
- Day of Week
- Day of Year
- Week (Sun-Sat)
- Week (Mon-Sun)
- Week of Quarter
- Month
- Month of Quarter
Chronological date intervals
Chronological date intervals return data for defined dates or periods. These attributes are more specific, so they are great for reporting on details. With chronological date attributes, you can compare earnings from last quarter to the one before it, review satisfaction survey results over the past three months, or see how many tickets your team solved last week. These attributes are typically labeled with '/Year.'
Chronological date intervals include:
- Date
- Week (Sun-Sat)/Year
- Week (Mon-Sun)/Year
- Month/Year
- Quarter/Year
- Year
Differences between date intervals
Generic date intervals do have a few important uses. In almost all cases though, chronological date intervals are the better choice.
Below is an example report displaying the two date intervals:
The report on the left represents a generic date interval with the attribute Month (Ticket Created). It shows 206 total tickets for November. This number counts every November on record, not just the selected year.
The report on the right represents a chronological date interval using the Month/Year (Ticket Created) attribute. It shows that 43 of those 206 tickets were created in just November 2012. The other tickets were created in previous Novembers, dating back to when the account was first created.
17 Comments
Can this be updated? There are a number of date attributes not list here.
Hello,
I don't have Date (Event) in my Zendesk. How do I get it added?
Christopher
Can you just check after creating a report, under the HOW option, it should be listed like this:
Hi,
I am trying to do create a report - specifically to show data for tickets created per week , FROM or AFTER a specific week.
They all seem to relate to days previous, weeks past, etc. but you can't do it so it scraps everything from previous weeks, and then just starts going onwards from a date.
Basically - we had new channel setup for awhile, but only this week - started using and want to show that data only..
Any help, greatly appreciated.
Conza
So you will know a specific date from when you want to start reporting on tickets. Create a new custom metric:
Here I only want to see tickets created on or after 1 August 2018. Be sure to use the element selector from the right hand pane to select # Tickets, Date (Ticket Created) and the starting date.
Include the metric in your report numeric filter:
Legend, thank you! Will try that out.
Very surprised that isn't an actual feature in the options.
I'm trying to pull a report that compares monthtly each year. So how may tickets were opened and solved last year in October comparerd to how many tickets this year in October were created and solved?
Any help would be greatly appreciated.
Allison
You can make a table with the built in metrics.
WHAT
HOW
FILTER
Thank you so much for your quick reply!
Allison
I keep getting an error whe n creating the report.
Allison
You need to have eagle eyes for this.
Replace your metric # Sloved tickets with # Tickets solved.
The two are not the same and I believe that is causing the error.
Hi everyone.
How about form fields of the "date" type? Do they pass from Zendesk to Gooddata? I have one on our form and I can't find it on the "How" tab.
Thanks.
Carlos
Yes, date fields are passed to GoodData.
You will find them in a folder of their own rather than along with the ticket fields.
Oops! Hadn't noticed it :-)
Thank you so much, Graeme!
I don't find the Date (Event) like Month (Event), Week (Event) in Explore, all the date attributes are associated with Tickets, Users, Org etc categories. However this is present in Insights.
Hi Lohith,
In order to utilize the equivalent attributes to Date (Event), Month (Event), etc. within Explore, you'll need to make sure you're creating a query based on the Ticket Updates dataset.

You can then put together queries using the "Update" attributes, e.g. Update - Date or Update - Month - e.g:
Hope this helps!
- Dylan
Hi Dylan,
I don't see the Update group attribute at all.
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