Building custom reports in Insights (Professional and Enterprise) Follow

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20 comments

  • Avatar
    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?

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    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? 

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    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. 

  • Avatar
    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.  

  • Avatar
    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!

  • Avatar
    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?

  • Avatar
    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.)

  • Avatar
    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. 

  • Avatar
    Jessie Schutz

    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?

  • Avatar
    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.

     

  • Avatar
    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?

  • Avatar
    Nicole Relyea

    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!

  • Avatar
    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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