By Holly Szkoropad, GoodData
To keep up with the trends within your Zendesk, it is important to understand how your ticket volume is changing over time. This recipe helps you understand the percentage change in tickets created from month-to-month.
Most companies are trying to lower their ticket volume, so identifying months with a ticket volume increase helps support teams pinpoint areas for improvement in their interface, knowledge base, product, or anywhere else that impacts ticket volume.
This report uses three metrics, two of which are built in the Advanced Metric Editor. For more information on building custom metrics or using the Advanced Metric Editor, see Creating custom metrics in Insights.
1. Create Last Month metric
The first metric shows how many tickets were created in the previous month. The metric is defined as:
- # Tickets is found in the pick-list Metrics folder.
- Month/Year (Created) is found in the pick-list Attributes folder.
2. Create Percent Difference metric
The second metric shows the percentage difference between last month's tickets and this month's. This metric is defined as:
- # Tickets and Last Month are found in the pick-list Metrics folder.
You can apply colors to reflect each months' data in the Details column of the second metric. To do this, you will need to use custom number formatting. After creating your metric, enter the following custom formatting code into the Metric Format section:
[=0][green]#,##0%; [>0][green]+#,##0%; [<0][red]-#,##0%
3. Define your report
After you build your two custom metrics, you can define the rest of your report.
To finish the What panel, select the # Tickets metric underneath Global Metrics. Your selected metrics should mirror the image below.
In the How panel, you can choose any attribute to add to your report. For time-over-time reporting, you must select the same time attribute used in your metric. This report uses Month/Year (Created). You can choose any additional attributes to slice your report further.
Your report is complete and an example of how it might look is shown below. Note that in the example, we renamed the # Tickets column to This Month to make the table clearer.
To rename a column, double-click the column header text. You can then enter a new name.