Building custom reports in Insights (Professional and Enterprise)

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46 Comments

  • Sharon Combs

    I would like to have a bar chart that shows the percentage of satisfied responses each agent received of the last week.  I have it mostly built, but I would like the chart to go from 50% to 100%, not 0% to 100%.  Changing the min and max under the Axis Y section to .5 to 1 doesn't work.  What am I doing wrong?

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  • Jessie - Community Manager

    Hey Sharon! Welcome to the Community. :)

    I'm going to see if one of our Insights experts can weigh in on this. In the mean time, can you post a screen shot of how you have your report built? This'll help us identify what might be going wrong.

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  • Nhia Lor

    Hey Sharon.  I've just tried to set up a similar report based on what you're after and am getting the expected results you're looking for as far as I do understand.

    I set the Y axis which is currently my % Satisfaction Score to min = 0.5, max = 1 and number of ticks = 2.  Below is my result.

     

    Was this what you've tried as well?

    If you're still having some difficulties please feel free to share a screenshot of your report configurations and results so we can take a closer look!

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  • Annette Bernardino

    I've created custom metrics and a dashboard that highlights monthly activity and status of our support group.  My intended audience is essentially all other groups in the company who still say "What does that team do?".  Since they are not generally users of Zendesk, what is the best method of sharing my dashboard?  I wanted to embed it on one of our wiki pages, but since we use a third party cloud wiki, I'm not sure it will accept the embedding code.  Is emailing a PDF attachment the other best option?  Can you think of anything else? 

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  • Jessie - Community Manager

    Hi Annette!

    I'm not sure about the answer to your question, so I've pinged our Community Moderators to see if anyone there has done something similar to this with their reports. Sit tight!

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  • Andrea Saez

    @Annette what makes you think the embed code won't work? An embed code is an embed code regardless, unless the wiki you use doesn't support iframes it shouldn't be a problem. 

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  • Annette Bernardino

    @Andrea I guess I didn't state that well.  I did try the embedding code and it did work, but when we tested it, a non-Zendesk user who clicked on the report to view the drill down stats was required to sign into Zendesk to view the data.  The testing user was a ZD user so they logged in, but the majority of my intended audience will not be ZD users.  

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  • Heather R

    @Annette - Non Agents won't just be prompted to sign in but will most likely not be able to drill down as of my last test with this. For us, we pull out the drill down reports, create a whole new dashboard, and email the PDFs automatically to our intended audience on the requested frequency.

    I have seen a post, can't locate it right now, to allow non-agents to see Good Data reports without a problem. However, apparently there is no way to restrict rights once you grant access to Good Data. In other words, if you only want a handful of people to see ONE particular report, the access unfortunately grants them ability to see ALL reports in your account.

    I wonder if the beta for the new reporting platform, Explore, will work for you. It takes a while to get set up on the beta. I haven't had a chance to test any of this out there but I hear the back end, BIME, is going to be much more flexible.  Check for that beta and sign up is my recommendation!

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  • Lolita Sanders

    Is it possible to create a custom report for tickets solved by views on a particular date?

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  • Melanie Leu

    Hi,

    I created the graph below but would like to have a 'threshold' line there at 100%. Can anyone help me on how to do that? Is it possible?

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  • Graeme Carmichael

    Melanie

    I believe you should be able to create a custom metric define as:

           SELECT 1

    That should display the threshold on the chart. 

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  • Melanie Leu

    Thanks that was very helpful Graeme!

    I'm about 5 steps further now and managed to combine bars and lines in 1 chart. The problem I have now though is that the 2 bars are behind each other and no longer next to each other like in a normal bar chart.

    Any help for this?

    (There is supposed to be a green and a blue bar for every week but instead the green one covers the blue one.)

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  • Graeme Carmichael

    Melanie

    I see what you mean. Unfortunately,  I am not sure if that is possible with 2 bar charts.

    Just thinking about why that may be. The line graph would be disjointed as it would be crossing two horizontal points for the one month. The effect would be more exaggerated as more bars are added.

    Hopefully, someone may be able to confirm or offer a solution. 

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  • Jessie - Community Manager

    Welcome to the Community, Lolita! I'm sorry for the delayed response.

    To clarify, are you looking to filter your report by what View the ticket was in when it was solved?

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  • Rachel Braynin

    I am starting with building out reports and want to include Ticket Subject in the report.  I cannot find this field available to include in a report.  Is it named differently in Insights?

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  • Graeme Carmichael

    Rachel

    It it definitely there.

    Check under HOW>Tickets

    If you are really stuck and cannot find an item, you can select 'All Attributes' from the left hand column and enter the search text.

     

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  • Daniel Elizalde

    Hi,

    I'm trying to create a custom report based on a pivot table from tags.

    We have two custom fields: Products and Issues. Each item has a tag. We need to create a report that shows the different issues per product, counting the number of solved tickets involved.

    Any ideas?

    Regards,

    Daniel

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  • George Mogilevsky

    I want to show a list of tickets grouped by Organizations and because we have a jira integration, jira issues linked to those tickets. is it possible to pull in some values from jira? like subject, issue number and status in jira?

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  • Nicole - Community Manager

    Hey, George - 

    I'm posting this same answer to both of your questions: I suggest checking out the Zendesk Integrations topic in the Community to see if there's an answer there, or if any of the members who work with JIRA integrations have suggestions for you. Hope that helps, and Happy Zendesking!

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  • Nathan Andrade

    Hello,

    I am trying to create a Monthly dashboard for specific metrics based on client needs. I have previously built reports with a weekly filter, but now that I click on the Filter button the floating date range is restricted to a max of 2 days.  Is there a new way to get weekly/monthly date ranges?Any feedback you can provide will be greatly appreciated. 

    Thanks!

    Nathan

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  • Amy Dee

    Hi Nathan! That does seem odd. You should be able to make a floating date range for just about any interval.

    The most likely issue is a conflict with another filter or report metric. There are a lot of moving parts here, but there are some basic things the check up front.

    Does this 2-day restriction happen on all reports, even brand new ones? Or does it only happen on one specific report?

    If it only happens on one report, do you have any other filters (including filters within metrics) that restrict the date? What happens if you remove that filter?

    If it happens on all reports and all dates, then there may be something wrong with the project. For that, you should submit a ticket to our support team to investigate in more detail.

    I hope this helps! Happy reporting!

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  • Nathan Andrade

    Thanks Amy! I found the place where I can manipulate the date ranges, but I don't see an option from the first day to the last day of the month.  It looks like I will either have to manually select  the fixed dates I want to see at the end of each month, or put in a floating range (which changes the data day-to-day and thus would not work).  For my clients, I need a report that shows drilled-down activity on a per-month basis. Do you know if there is currently a report or filter function that can allow me to provide that?

    Thanks,

    Nathan

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  • Amy Dee

    Hi Nathan! Thanks for following up! If you're interested in capturing full months, then I recommend using a Month/Year date attribute. You can still use floating ranges, but they'll use whole months.

    For example, a report filtered to tickets where Month/Year (Ticket Created) is "last month" would show tickets from December 2017 right now. On February 1st, it would roll forward and show tickets from January 2018.

    Please note - Month (Ticket Created) is a generic attribute, and it shows results across all years. If you used a filter for Month (Ticket Created) is "previous calendar month," it would show you December from all years combined. That's great for year-over-year reporting, but it can skew your results in most other reports. Stick with Month/Year unless you know with certainty that you need the generic month instead.

    We have more information in this article on Insights date dimensions

    I hope this helps! Happy reporting!

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  • Juan Salom

    Hello there, 

    I'm trying to create monthly reports which always use the same criteria for the respective month values, but I'm unable to see how to create a template with the criteria. If I could manage a template I'd only have to edit just the month setting.Instead, I'm building each month report from scratch, I'm sure there is a better way to do this but it's eluding me. 

    Thanks and regards. 

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  • Jessie - Community Manager

    Hi Juan! Welcome to the Community!

    Let me check with our Community Moderators to see if they have any suggestions for you. Stand by!

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  • Heather R

    @Juan - Hi! I know how you feel. I have historically used the last 30 days as a time frame and then set the auto-emailer to monthly so that I get a copy of the PDF monthly.

    My starting point has been the built in View Only reports, clone and then update as needed with filters and other criteria, add Text to the custom dashboard et voila!

    If you'd like some detailed assistance, maybe a breakdown of what you're doing every month or even a snapshot (redact anything we shouldn't see) and someone here may be able to help you with more specifics.

    -Heather

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  • Juan Salom

    Hi Jessie, Heather, thanks for answering. 

    Mainly what we need is to have a picture of the efficiency of our support team, in terms of: 

    SLA graphics (Acchieved vs Breached) based in first reply time

    SLA percentage efficiency based in first reply time

    Lists of Open, Hold, Unresolved tickets by Criticity

    (I had to custom build my SLA metrics due to a somehow bad implementation of SLA policies; they are setted but there was no priority applied to tickets. I built a trigger to set a default priority buit in seems to not be working fine. That's why building this month after month is a pain)

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  • Armon Angeles

    Hi there!

    I am trying to create a report wherein I will be able to get the date and time the ticket was created  (01/25/2018 00:20:00) and the date and time the ticket was solved (01/25/2018 00:26:00).  Apparently, what I saw was just Date Ticket Created (Date Format) and Hour Ticket created which only says that the ticket was created at a specific hour.  

    I hope I am making any sense.  Any help from the community will be a great help.

     

    Thanks

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  • Jessie - Community Manager

    Hey Juan!

    Just a point of clarification - do you need help building the actual reports, or just figuring out how to change it for each month? If it's the latter, Heather's suggestion should work for you. If you need helping building the reports let us know and I'll see about finding someone to help. Any screen shots or other details about what exactly you're trying would be helpful!

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  • Jessie - Community Manager

    Hi Armon! Welcome to the Community!

    I'm not totally sure I understand your question...is the hour of ticket creation and resolution not specific enough? Are you trying to drill down to minutes? Or are you looking for something else?

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