Insights recipe: Showing MoM change with headline reports

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  • Russ Hatfield

    Hi there,

    I'm looking for a time-over-time report similar to the month-over-month one here, and similar to the one in this article, both of which I was able to get working.

    However, I need it to be a different time period: Date (Ticket Created) = Last 30 days compared to the 30 days period before that. So, NOT a built-in period like Month, Quarter, Year but a "rolling" one.

    Example, if I run report on 4/15/2017 it would compare period 3/15/2017 - 4/15/2017(ie last 30 days) to 2/14/2017 - 3/14/2017(ie the 30 days period before the most recent 30-day period). I'm using approx dates in example above -- whatever the exact 30-day periods would be above ; )

    Presumably, I could do similar for other "rolling" periods, such as "Last 2 weeks" compared to the 2 week period before that.

    The month-over-month is helpful but if I run report earlier in a given month the my Current Month versus Previous Month metrics are not comparable directly(unless I do manual estimation) since I might be comparing only, for example, 5 days of current month data to an entire month's data.


  • Robbert Hink

    Hey Russ,

    You could create metrics to look at tickets created within the last 30 days and you could do the same for tickets created 30 days before that.

    Using the example of this article the metric for tickets created the last 30 days the metric could look like this:

    SELECT # Tickets WHERE Date (Ticket Created) BETWEEN THIS - 30 AND THIS
    And the metric for the 30 days before that could look like this:
    SELECT # Tickets WHERE Date (Ticket Created) BETWEEN THIS - 60 AND THIS - 30


    You can then use these two metrics instead of "This Month" and "Previous Month".


  • Gabriel Scott

    Have you tried creating a headline report like this which would show the change in an average? As in, I can create two separate headline reports which shows the average daily tickets in the current month, and in the previous month, but I don't know how to show only one headline report (rather than the two) with the variance in the two averages.



  • Kellie Bave

    I would like to compare by week. So if I run the report on Mondays I want to see the past two weeks compared with each other with a variance percentage. I have tried creating the metrics but it is not working for me. I'm not sure what I am doing wrong. 

  • Jessie Schutz
    Zendesk Team Member

    Hi Kellie! 

    Can you share a screenshot of the metric you're creating? That'll help us pinpoint what's going on!

  • Scott Grim

    I would like to create a report that shows # of tickets created for different support categories for "today" compared to "last year on this day". I'm having a heck of a time creating this!

    Edit: I'm trying to make this automatic reoccurring report that runs and emails me each evening. Thx!

  • Jessie Schutz
    Zendesk Team Member

    Hey Scott! Welcome to the Community!

    I'm going to check with our Community Moderators to see if they'll be able to help you with this. Stand by!

  • Graeme Carmichael
    Community Moderator


    The easiest way to extract values from a past year is the FOR PREVIOUS function.

    For example you can use this as...


    • # Tickets
    • New metric


    • Date (Ticket Created)
    • Ticket Group


    • Year (Ticket Created) is 2018



  • Steve Morrell

    I'm trying to expand on this so I can see the month on month difference (e.g. March to Feb), but also the year on year (March 2018 to Match 2017). I can't figure out how to do monthly comparisons, and not total the entire year. Any suggestions?

  • Jacob Johst Christensen
    Community Moderator

    Hi Steve, 

    You might find this article on Time-over-time reporting helpful in answering your issue.

  • Adam Reid


    I have this metric that shows the % difference between tickets created last week and tickets solved this week.

    I'm currently trying to figure out how I can tweak this metric to show the % difference between tickets created last week vs tickets created two weeks ago.

    This is the metric I tried playing with but it got pretty messy.

    % Solved
    Created Last Week
    SELECT # Total Tickets BY ALL IN ALL OTHER DIMENSIONS WHERE Week (Mon-Sun)/Year (Ticket Created)= Previous
    Created Two Weeks Ago
    SELECT # Total Tickets BY ALL IN ALL OTHER DIMENSIONS WHERE Week (Mon-Sun)/Year (Ticket Created)= Previous -2
    I thought by adding the minus 2 at the end of pervious would jump back two weeks.
    If you have any ideas of how this could be done would greatly be appreciated thanks.

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