Building custom metrics for the Events model in Insights (Professional and Enterprise)

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74 Comments

  • Jacky Feng

    Hi Andrei, I'm happy to have a further look but would need to see some screenshots of your report + metric configurations.

    Thanks.

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  • Henrique Lleras

    Hello!

    I'm trying to know since when do I have tickets on our Tier 2 groups? Is this possible to know thru Gooddata? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Henrique,

    If I'm understanding you correctly, you should be able to use the following recipe to help track the duration between two ticket events.

    This would require the creation of a custom metric but the article I've linked should help get you started.

    Cheers!

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  • Henrique Lleras

    Hi Brett! 

    Thanks for the quick response.

    I'm trying to do as guided even though using the Attribute [Text Field] Previous Value or Ticket Group, I'm getting an error message:

    Help :(

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Henrique,

    From your screenshot it seems like you've picked the wrong attribute values (the orange bits) and that's why you're seeing this error.

    If you highlight the Spanish Level 2 part and go to:

    Attribute Values > [Text field] New Value > [Group] Spanish Level 2 and add selected.

    You should that for both of your attribute values and be able to save without the error.

    Hope that helps you out.

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  • Henrique Lleras

    Thanks for your response Jacob!

    Seems that somehow when I go to Attribute Values to select [Group] Spanish Level 2 I'm not finding it, only the Spanish Level 2 option, by going to Attribute Values > Tickets > Ticket Group,

    Am I doing something wrong or should I do something to add this Attribute value before creating this metric?

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Henrique,

    I just want to make sure that you are navigating through all 3 steps I mentioned above:

    1. Attribute values
    2. [Text field] New Value
    3. [Group] Spanish Level 2

    Step 1 and 2:

    Step 3.

    Could you please check if that works for you?

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  • Henrique Lleras

    Worked Jacob! Thanks!

    1
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Great! Glad I could help.

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  • Michael Cardamone

    I'm trying to get/build a metric that will show me all tickets that not been updated with a public or private comment in the last 4 days from a user with the Agent or Admin Role. Is this possible?

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  • Henrique Lleras

    Thank you all for the help, the metric is now working fine for me!

    Now I have another question, is it possible to measure volumes in Intervals of time of 15 or 30 minutes instead of 1 hour as it's now available?

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  • Brett Bowser
    Zendesk Community Team

    Hi Henrique, 

    Apologies for the delayed response!

    I checked with one of our Insights experts and it looks like this isn't possible unless you created quite a few custom metrics. 

    Since this isn't something we support on our end, I'm going to leave this for other users to jump in and offer some guidance on. 

    Cheers!

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  • Henrique Lleras

    Thank you Brett! And do we know which metrics do I have to create in order to be able to measure these intervals?

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  • Brett Bowser
    Zendesk Community Team

    Hi Henrique,

    We don't have any guidelines on what metrics are necessary here since this is outside our scope of support.

    We currently only support 1 hour intervals.

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