Overview of the Insights pre-built dashboard (Professional and Enterprise)

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8 Comments

  • Christopher C.

    Hello,

    Where is the link to build this chart?

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  • Graeme Carmichael
    Community Moderator

    Christopher

    You can find these details under Reporting>Insights>Overview then scroll down to 'Usage Statistics'.

    If you look closely, this is not one report but several headline reports displayed side by side to look like one table.

    You can click on each headline to view the report and see how it is made.

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  • Zornitsa Georgieva

    Hi, I'm interested in identifying what number of tickets submitted as pending return as open, i.e. not the number of reopened tickets (as this means the ticket should have been in status "solved"). I want to understand better how many tickets return as open because the current metrics show me only the number of new tickets created and this doesn't give a clear picture at what time of the day agents are the busiest. Hope that makes sense!

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  • Matthew Starkston

    I am curious how to access Agent Activity reports for agents who are no longer employed. It appears one former agent was suspended and their access was turned to "End User". I undid this but their name still does not appear like other former employees who have agent activity reports. Is there a way to recover this information? What would trigger a former agent to not appear on this list? It seems other past agents who had there access revoked still appear, so I was curious what is causing this to happen with one specific former agent/admin.

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  • Madison Davis
    Zendesk Community Team

    Hey Matthew! Sorry for the delayed response. The default Agent Activity reports would definitely exclude anyone with a role of end-user, and further, to downgrade an agent to end-user, you're required to re-assign any non-closed tickets. This means that it's possible that tickets once assigned to this particular user might have been reassigned to someone else, affecting what you see here even after bumping them back up to Agent. 

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  • Ale GL

    Is it possible to create a query to have the Geo Pushpin feature in Explore? I can't manage to do this and we need this to send monthly reports related to tickets created per country, we used to use the pre-built one in Insights, which just got deactivated in our account.

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  • Dave Dyson
    Zendesk Community Team

    Hi Ale –

    Currently, the only way to create a query like that in Explore would be to capture location data yourself, either by asking customers when they create a ticket, or if you have location data for them in another system, possibly integrating that system with Zendesk or using our API to add that data to the user or ticket records in Zendesk. Unfortunately, the Geo Pushpin feature from Insights was limited in its accuracy as it was based on the user's IP address which isn't always accurate (e.g., sometimes when users are accessing the internet via a VPN), and wasn't available for all ticket channels.

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  • Ale GL

    Thank you Dave Dyson for your prompt reply, I appreciate it. It's a shame it's no longer available, even if some users use VPN (which isn't very popular in LATAM, where our main markets are) it was incredibly useful to our reports, which are now disrupted by this change.

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