Creating custom metrics in Insights

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21 Comments

  • Cristian Bercu
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    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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  • Leonardo
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    Ok, after reading I found out that I can create a custom attribute by creating a ticket field. Once the data for that field is in, Zendesk will import the ticket field as an attribute or fact depending on the ticket field type.

    My question, can I asked a users to choose the value of this custom ticket field when a ticket is solved/closed? Kinda like how the satisfaction rating survey work, the user will receive and email that say something like

     

    Hey, please choose one of this button to blablabla.

     

    The users will be presented with two button and when they click one of them zendesk will assign a value to the custom ticket field that I create earlier.

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  • Tiffany Zwolakowski
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    Thank you Graeme. I will try this today!

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  • Graeme Carmichael
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    Tiffany

    This is a little easier. Zendesk provide native time metrics in Insights. So, you do not need to recreate the values from the field duration.

    • 'Agent wait time' is equivalent to the time a ticket is in pending status.
    • 'Requester wait time' is time in  new, open and on hold.
    • 'On hold time' is time ... on hold.

    You can create a new metric for you team to remove the on hold time from Requester Wait. Your Support Team time in hours will  be:

    To create your metric, you will find the requester wait time and on hold time in the 'Facts' element on the selection menu on the right hand side.

    For these metrics to work, ensure you filter your report for Solved and Closed ticket status.

     

     

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

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  • Brett - Community Manager
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    @Leonardo if you'd like to provide a button for the user to select you'd most likely need to use some HTML code in your trigger. The other option would be to have the user reply by typing Option A or Option B. You can then set up a trigger that automatically assigns the custom field value based on comment text within the ticket update.

    Let me know if you need help setting this up!

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  • Carla
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    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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  • Amanda Yu
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    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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  • Guy Dee
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    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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  • Jessie Schutz
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    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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  • Chrisa Mayi
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    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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  • Cristian Bercu
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    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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  • Jessie Schutz
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    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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  • sofia.benkhalti
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    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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  • Nicole - Community Manager
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    Thanks for jumping in, David!

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  • Tiffany
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    Hello Everyone,

    I'm trying to make a custom metric that shows me how long a ticket had each particular status, ie - how long was it open, how long was it On-Hold, how long was it Pending?  We're trying to get to resolution time, but being able to break it out into Open (which is our support team) and On-Hold (which is our engineering team) and the two together = a full resolution.  We also tend to move things to Pending once a ticket is solved, but we would like the customer to confirm resolution.  We don't want that pending time to count against the resolution time. 

     

    I've attempted to make this report: 

     

    I am using a custom metric with the formula SELECT AVG([TEXT FIELD] Duration in Minutes /60) BY Ticket Status (Historic) Where Ticket Status <> DELETED. 

     

    Under HOW, I'm using Ticket Status (Historic):


     

    I want to make sure that I'm not pulling in Average time based on the current ticket status.  Have I done this correctly? 

     

    Thank you!

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  • Chrisa Mayi
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    Sorry, this is what I used:

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

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  • Nicole - Community Manager
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    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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  • Leonardo
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    @Brett, any article that can help me with creating HTML code in my trigger? Also, the 2nd option that you mentioned might be a little bit difficult since you know how user are :). But hey, beggars can be choser so I would appreciate if you can help me on the right direction with that one too, at least as an alternative if the HTML trigger is not working.

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  • Brett - Community Manager
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    Hey Leonardo,

    The only relatively close article I could find is here: Building a custom ticket for with Zendesk API

    Apologies for not being able to find more relatable documentation for this particular scenario :-/

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