Zendesk Insights recipes reference (Professional and Enterprise)

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10 Comments

  • Andrew J
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    Hello team, is there any option to create a list of tickets in insights?

    We are looking for a report of all tickets that havent been updated for 48 hours.

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  • Dan Ross
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    Is it possible to report which user added tags to a ticket? We want to identify which agents are spotting a certain issue and adding a specific tag to tickets.

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  • Nicole - Community Manager
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    Hey Dan - 

    Unfortunately it is not possible to report on which user added tags to a ticket. 

    Tags aren’t connected to event data, so there’s no way to report on when or how they were added or removed.

    However, if the update is important, we'd recommend associating the tag with a dropdown or checkbox field. Then you can report on the field changes.

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  • Jonathan March
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    Dan, maybe off-topic, since this is an Insights article, but this *can* be done with the API (read the events for the ticket, and find the event where the value of field_name "tags" (which is a list of tags) changed to include the tag of interest.

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  • Jamie Vogter
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    If you are wanting to report on a custom ticket metric, such as number of customer issues received per month (customer issue is a drop down box with many options that each agent selects...they also select the solution to the customer issue - the same way), how can you report on that? I am signed up for the advanced reporting but really need to find this data now

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  • Jon Daniels
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    Hey Jamie!

    You should be able to use that custom ticket field within your reports, the custom field should show as an attribute under the How of any report you are building.

    If you don't see this field, or if something isn't working as you expect, please shoot us an email, we will be happy to ensure there isn't an underlying issue!

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  • Celia Johnson
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    The "support tech notes" listed in the intro is not in this document, and the link just takes you to all reporting and performance articles? 

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  • Nicole - Community Manager
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    Hi Celia - 

    Yes, "Support Tech Notes" are a category of content that is written and published by our Customer Advocates (as opposed to the product documentation team.) That link takes you to an index of all of the Support Tech Notes relevant to Insights. 

    -1
  • Caleb Strawn
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    Is there an insights recipe for reporting Article views by Article, Section, and Category? 

    The prebuilt "knowledge base" dashboard is helpful, but want to pull that data a little differently. 

    I've not been able to find an "Article View" metric, and I'm having trouble creating a custom metric that would accomplish this.

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  • Nicole - Community Manager
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    Hi Caleb -

    Insights does not, unfortunately, report on any datasets related to the Help Center.

    Your best bet for looking at KB view data is to set up Google Analytics. Here are some articles that should help you out with that:

    Enabling Google Analytics for your Help Center

    Google Analytics and Help Center - this is the first of a series.

    I hope this helps!

    -1

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