Insights recipe: Tickets by agent by channel

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10 Comments

  • Elisa Reggiardo
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    Hi, this article is very helpful yet I do not seem to be able to find any extended information regarding "web" as a channel. Is this the so named "Web Form" at Zendesk?

    Where can I find a list of the channels that are being measured by this metric?

    Thanks a lot!

    3
  • Fernando Duarte
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    Hey Gareth, simply filter by Month/Year (Ticket Created) is this month

    1
  • Jessie Schutz
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    Hey Gareth! We have a couple Insights experts among our Moderators, so I'm going to check with them to see if someone can help with this!

    1
  • Gareth
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    cheers for the help guys n happy new year!

    1
  • Jessie Schutz
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    Hi Julie!

    Views aren't brought over into Insights. Can you tell me more about why you need to report on this information? Offhand, you might be able to do something with a custom ticket field or tag.

    0
  • Stephen Fusco
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    Hey Beth, 

    Reports do not automatically get added to a dashboard. The report will get added to your list of Reports which you can access by going to Reports > Insights > GoodData  and selecting the Reports tab. 

    You can create dashboards and add reports to them easily though. You can find instructions for doing so here: Creating Dashboards in Insights

    Thanks for your question! 

    0
  • Julie Piccarreto
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    Hello - I am trying to create a report for Agent Activity but need to include the "Views" as one of my categories. We use these views particularly to separate/distinguish the type of tickets we receive. Is there a way to use the views categories as part of a custom report?

    0
  • Beth Bailey
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    Hello,

    I've followed the instructions here but am now having trouble locating the report I've created in my Insights Dashboard. Any pointers?

    Thanks!

    0
  • Gareth
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    Hey guys, was hoping someone could help me out please, I need to create a report on a month to month basic showing all tickets logged, what system and what the problem was with it, so, so far ive selected #Tickets for the what, System and Subtype (our terms for system and what the issue was with that system) but for the filter I want to simply produce the last months worth of report, any idea what I choose for the filter? Id like to save this and run it at the end of every month so a generic "end of the month" option would do but obviously only selecting that 1 month, thanks. 

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  • Niclas Kårlin
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    Here is a list of the channels. 

    Apparently we have 13% by chat, that sounds much, but maybe true?
    Can someone confirm this is were the tickets are created, not counting each comment?

     

    0

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