Creating custom metrics in Insights Follow

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14 comments

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    Cristian Bercu

    Can you query two facts at the same time? In normal SQL it would look similar to this + some ORDER BY

    I want to query top 10 users asking for support and the amount of tickets they created. Any advice?

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    Nicole - Community Manager

    Hey Christian - 

    I would suggest re-posting your question in the Insights Q&A topic in the Community. A lot more users frequent that area and you may have better luck getting an answer over there. 

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    Cristian Bercu

    Thanks, just did. I am under time pressure and I'm afraid I will not receive any help in that section.

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    Chrisa Mayi

    Hello,

     

    I actually asked my question under another article, but it seems like this is where I should have asked. I created custom metrics for tags to be able to see how many tickets have been tagged with the different tags. I made two mistakes which I need to fix in each one. How can I edit them? I tried to find it, but couldn't. 

     

    The first mistake is that I used "0" instead of "1".

    SELECT IFNULL((SELECT # Tickets (GRÖNT) WHERE Ticket Tag (LILA) = your_tag(ORANGE)),0)

     

    The second mistake is that I didn't make them Globa.

     

    Thanks in advance!

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    Chrisa Mayi

    Sorry, this is what I used:

    SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag) = your_tag(ORANGE)),0)

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    Jessie - Community Manager

    Hi Chrisa! 

    I'm going to check with some of our Insights experts to see if we can find an answer on this for you!

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    Guy Dee

    Hi Chrisa!

    You can find a list of your metrics, including links to edit them, on the Manage > Metrics page in the GoodData interface. Start by opening the GoodData interface from the "GoodData" link in the top right corner of the Insights tab in Zendesk Support.

    Once GoodData is open, select "Manage" from the menu bar at the top of the page, and "Metrics" from the left sidebar: 

    You should be able to locate your metrics from here.

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    sofia.benkhalti

    Hello,

    Is anyone else redirected to the "Attributes" elements list when they click "Attribute Values" or "Attribute Labels"? I am not able to create a new metric through the editor because I can't get to the elements "Agent", "Admin" and "true", which should all be in the "attribute values" section.

    Any help would be greatly appreciated :) 

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    Jessie - Community Manager

    Hi Sofia! Welcome to the Community!

    I'm going to see if I can get an Insights expert in here to help you out. Stand by!

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    Amanda Yu

    Hi Sofia,

    Sorry to hear that you're experiencing issues when trying to create your custom metrics! As this may be account specific, I'm going to reach out to you via a ticket to do some more advanced troubleshooting. You'll hear from me again soon! :)

    Best,

    Amanda
    Customer Advocate | Zendesk

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    Carla

    Hello!

     

    Does anyone know how can I create a metric that track Solved Tickets on the same day they were created and another one to track Solved Tickets of past days ?

    Regards,

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    Nicole - Community Manager

    Thanks for jumping in, David!

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    Leonardo Dias

    Can I create a metric that results me the top 10 words or phrases written on the chats?

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