Understanding disconnected date dimensions in Insights (Professional and Enterprise)

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11 Comments

  • Alexis Manetas
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    Is there a way to specifically choose one date in a date range? For example if I want to show data from only the second day of the week selected in the range?

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  • Paul Isom
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    I have the same question as Alexis, I was looking to generate reports on fixed date ranges, the only option I could see was to use previous x amount of days which isn't ideal.

    Ideally I've love to be able to have a dynamic report that allowed me to look at information based on a date field for the last month. (i.e. where attribute date is last month) is there any way I can do this?

    We do reporting month to month so it'd be really help to be able to set-up reports that don't require find tuning every month or manual manipulation of data with excel sheets.

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  • Ben Saffran
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    Hello Alexis and Paul,

    I did a bit of research into this and the best way to do this would be to use a How and then just select the day of the month for example that you are looking for. For example if you just wanted to see the number of tickets created on the second day of each month you could select the attribute "Day of Month (Ticket Created)" and then filter that for the second day of each month. You could set this up for any of the other attributes. Is this along the lines of what you are looking for?

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  • Alexis Manetas
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    So what I'm trying to do is, on a dashboard that is for a chosen week, have 7 reports that show different information for each day of that specific week (ie a report for that week's Monday, that week's Tuesday, etc.). So sadly basing it off a specific date of a month doesn't seem like that would fit in this case. :-/ Thanks for the suggestion though!

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  • Ben Saffran
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    You are welcome Alexis! I looked into this a bit more and it doesn't look like we have a way to do exactly what you are doing unfortunately. That being said I want to point you in the direct of our Product Feedback forum (https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback). Our product team pays very close attention here to suggestions and ideas from our user base so please leave some feedback regarding your reporting needs here. Also if you find any posts you like please follow and +1 them as well!

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  • Cameron D.
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    I'd like my report to be filtered by ticket update, so would I need to create a "_Filter Ticket Last Update Date" metric (as it doesn't exist now)?

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  • Brian Manning
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    @Cameron - You've got it. If you reproduce the syntax for one of the other date filter metrics and substitute the 'Date (Ticket Last Updated)' attribute for the existing attribute you should be all set. Be sure to leave the timeline attributes in place.

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  • Justin
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    I've asked the Zendesk support team and I feel like I'm going in circles with my question (not their fault! This is tricky stuff). I am wondering if the larger community group has any advice for my project....

    My goal is to create two tables on one dashboard tab, one of which shows data for LAST 7 DAYS and the other table shows the same data but for the LAST 30 DAYS. Below is the data/metrics I have under WHAT. Under HOW, I have Ticket Assignee. Under FILTER I have Date (Ticket Event) is (last 7 days or last 30 days, depending on the report)

    Metrics under WHAT I would like to include are (but not limited to) 

    # tickets created

    # tickets solved

    # tickets reopened

    first reply time avg.

    full resolution time avg.

    % change metrics (custom metrics for time over time reporting - for example % change in tickets created in the respective time periods)

    etc.

    I also have a custom metric for # of tickets with breached SLAs. Here's that configuration

    The issues I'm running into:

    1. For this specific custom metric, I am being shown the number of tickets with breached SLAs in the specified "Date (Event)" filter I have under the report's FILTER tab, but I want it to show me "of all tickets created in the last 7 days, how many had breached SLAs?". I know I can go to the FILTER tab and replace "Date (Event)" with "Date (ticket created)" but then it won't pull in the correct numbers for the other metrics. Any advice on this custom metric or the table filters?

     

    2. Some of these metrics only display correctly if I update the time period on the "Date (Timeline)" dashboard filter. For example, in the last 7 days table, % change in tickets created is only accurate if the dashboard filter ("Date (Timeline)") is set to last 7 days. Is it possible to have all these metrics in each table show accurate numbers for the respective time periods WITHOUT updating the filter? This is for when the dashboard is sent out as a PDF and the filter can't be adjusted to see the accurate numbers in the table reports.

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  • Results Alisha
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    I'm trying to use insights on a team's shift that runs overnight during certain hours, it is tricky since I have to use two dates but only specific times from those two dates.
    .
    For example I wanted the report to display data in a way that data (comment events in this case)
    for date:
    22/11/2018, it will filter data for hours 8pm-midnight for 22/11/2018 and midnight to 9am for 23/11/2018 and so on.

    Ideally I'd like to make it part of a dashboard with a date filter on it but unsure if it can co exist with a metric that might include date event metrics in it.

    I thought I could maybe create a referenced metric or sub metrics where I have Date event incremented by one and sort Hour of event for each of the two dates so I can have a floating range or  so the team can use the dashboard filter

    I'm trying to avoid our team from having to run reports for the two dates/ sets of hours

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  • Mohammad Qayyum
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    Hi Support,

     

    Is anyone able to help me create a report in insight.

     

    I would like to create a reoccurring reports that gets generated every month for example I need a report that generate a report for the month of the previous month March 1st to March 31st and that be send out periodically.

     

    I would like the metrics to include the following :

     

    No of tickets created per month

    No of tickets created per day within that month

    No of solved tickets per month

    And average response time for those ticket so from 0min to 3 hours

     

    If someone can help, that would be very helpful.

     

    regards,

    Mohammad.

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  • Brett - Community Manager
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    Hey Mohammad,

    It looks like there hasn't been any follow-up on your post from any of our community users. I did want to at least provide you with some useful documentation that may help get you started with these reports you're looking for:

    I hope the above information helps!

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