Building custom reports in Insights (Professional and Enterprise)

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57 Comments

  • Armon Angeles

    Hi Jessie,

     

    Thanks for your reply.  Apologies if my question is confusing..I am as well :-)  Anyways, you are right I wanted to drill down to the exact timestamp the ticket was created and solved

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  • Juan Salom

    Hi Jessie, 

    I'm actually in the process of rebuilding everything thanks to Heather's directions. I'll let you know if I need any help. 

    Thanks. 

    1
  • Jessie Schutz

    Hey Armon! Sorry for the delayed response!

    I believe you can drill down to minutes, but not seconds. We have some documentation that outlines how to get timestamps in Insights, which you can find here. That should get you started!

    @Juan, awesome, let us know how it goes!

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  • Armon Angeles

    Hi Jessie,

     

    No worries.  I am currently reading the link you have provided and will try to re-create the walkthrough with our data.  

    Your help is very much appreciated.

    Will update you whatever the outcome is.

    Thanks

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  • Juan Salom

    Hi Jessie, Heather, I'm finally managing to build the reports based in your instructions. Thank you very much. 

    1
  • Jose Gonzales

    When creating a metric in Good Data, what is the proper way to express a number as a percent rather than a decimal in the number format editor?

    The metric I have created is
    Select #accepted calls / Select # inbound calls by Date (event), all other without pf

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  • Jessie Schutz

    Hey Jose!

    Let me check on this for you; I'm not totally sure how that works in GoodData. Stand by!

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  • Jose Gonzales

    Hello Jessie! 

    I got it figured out by editing the number formater =)

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  • Samrat Dutta

    Hi,

    I am trying to create a report using a custom ticket field called Order Number which is a numeric field.

    The report that I am looking to generate is the number of tickets for each Order Number.

    For example :

    Order Number - Number of Tickets

    12345                10

    12346                20

    In SQL this would look something like : select count(ticket),Order Number from ticket group by OrderNumber

    Is it possible to do this using insights?

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  • Tomasz Miłek

    Hi all!
    I stuck with creating a custom report using Insights.

    I would like to achieve the effect similar to this: https://support.zendesk.com/hc/en-us/articles/231249907/comments/115001787967

    In a nutshell: I want to combine bars and lines. Bars come from metrics defined by me and refer to the custom field- this works. 

    This what I am unable to achieve is the dynamic line, which bases on a number of tickets solved in a particular week. 

    This is what I have:

    And this is what ideally I would like to achieve:


    Is it possible?
    Any advice would be appreciated.

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  • Melanie Leu

    Hi Tomasz,

     

    You have to change your Configuration on the upper right side.

    1) in the Vertical axis you need to put the metric that should be displayed as a line on an other Axis than the bars: 

     

    2) below in the Advanced Configuration you can then choose the chart type for Primay and Secundary Axis:

    I hope this helps!

    Melanie

    1
  • Maria Angelova

    Hi, 

     

    I would like to make a report based on Friday to Thursday event but the options I see are only Mon- Fri?

     

    thanks 

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  • Rich

    I have a report where I show tickets created and tickets solved in an area chart.

    - I've chosen Green for "Tickets Solved"

    - And I have Blue for "Tickets Created"

    When I build this chart and set the "How" to Date (Event), I get the desired end result with the area chart showing the color Green on top except for when the # tickets created exceeded the # of tickets Solved. When # solved is higher than created for any given day the area chart shows the color blue in the space. This is how I want this work:

    Now I want to build the same chat and show it on a weekly basis. When I set the "How" to Week (Mon-Sun)/Year (Event) the colors continue to work properly as depicted above.

    However, as soon as I apply any sort of date filter (either in the report itself or with a filter on the dashboard) the colors invert such that the blue for Tickets Created is always in the foreground and covers the Green. I need these reports to be visually the same. Why is this so difficult and can anybody help me?

     

    EDIT: And now without making any changes to it, the first chart above is now putting the blue in the foreground regardless of what filters I've applied to the dashboard.

    Both of my theories for what could be determining the foreground color have been proven incorrect. First I thought it had something to do with the totals for each metric from the given range. And perhaps when the total number of created is created than the total number solved Green goes to the front (or vice versa). This was not it as Green and Blue are both in the foreground for different date ranges despite the Created > Solved condition remaining constant.

    I also thought maybe it has something to do with where the data starts from...like if the first date in the range had created > solved maybe then that determines the foreground color. But like my other experiment, I've seen Blue and Green both in the foreground while the created > solved (on the first day of the range) remains constant.

    I've made it so that the Green is back in the foreground of the first chart above by swapping the order of the metrics. Where I've added Solved to the chart first and then Created (they appear swapped in the legend as well). However, yesterday when I did that, it would have resulted in the Blue being in the foreground. So there's definitely something else at play here that I would very much like to understand.

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  • Heather R

    @Rich,

    I am so sorry you're experiencing this. I was going to suggest re-adding the data points in the opposite order - but I see you've done that!

    I wonder if this is worth creating a ticket with Support@Zendesk.com.  They can't help build a report but they should be able to investigate why the color scheme won't display as intended. If they have to ask Good Data to help, I hope they do!

     

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  • Patrick Kelly

    Hi Heather! I've done a lot of reading but still can't find an an answer; could you help me build out a report?

    I'm trying to create a monthly report (tracking solved vs. new tickets) for more than one organization (the goal of seeing all of our High Touch accounts summed together).

    If I create a filter that includes more than one Organization, the report breaks! Any suggestions? Thank you!!

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  • Melissa Espinal

    Hi! I would like to run a report that shows a breakdown by requestor and the average amount of time it takes for that person to receive a response from the agent.  How can I do this?

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  • Zendeskadmin

    Hello team,

    I wish to create a single report which will show me multiple charts & tables.

    viz.

    a. Trend of tickets, TAT etc

    b. Pie chart of ticket type

    c. Table to show some other metrics & so

    But I could not find any option to add one more graph/ table in the Good Data tool.

    Can you please share how to do it?

     

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  • Jessie Schutz

    Hi there!

    In order to show all these things in once place, you would need to create an individual report for each stat you listed and then put them in a Dashboard. Hope that helps!

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  • Julian Lasser

    Hi,

    I want to add a column in a simple report to show the content of the last comment made to a ticket. I've looked around all the available attributes and the closest I found was "tickets updates" which brings what I believe is the system's comment ID but not the content itself, I need the content.

    How can I pull that?

    Thanks

    Julian

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  • Brett - Community Manager

    Hey Julian,

    The ticket comment data itself is not synced over to Insights strictly because this could contain sensitive information that we would not want to pass over to a 3rd party.

    Another alternative would be to use the Ticket ID attribute which creates a link that will allow you to pull up the ticket in a separate tab to review any data that is not included in Insights.

    Let us know if you have any other questions :)

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  • Julian Lasser

    Hi Brett,

    Thanks for your response, I was asking for such field because our customer would like a report where it shows other attributes plus the last comment made on the ticket so to have a quick idea on what's the latest on his cases instead of opening each one of them just to see that piece of information.

    Any ideas you could share that would accomplish something similar? The ticket ID link would be very similar to what he already has in the end-user interface.

    Thanks,

    Julian

     

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  • Brett - Community Manager

    Hey Julian,

    Unfortunately this wouldn't be possible with the Insights or Explore since there's no way to sync over comments from a ticket. Since Explore is our product it's possible that this could be available in the future but I can't make any promises on that. What I would recommend doing is creating a post in our Explore Product Feedback forum to provide visibility to our Explore Product Managers as well as gauge interest from other users in a similar situation.

    Appreciating you taking the time to share this with us :)

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  • Julian Lasser

    Thanks Brett.

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  • Valentina Ferro

    Hi,

    Is it possible that only administrators can see the section 'Report' (so also 'Create report') in GoodData? Our regular agents can't access that.

    Thanks.

    Valentina

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  • Graeme Carmichael

    Valentina

    If you are on the Enterprise plan, the ability to create reports is set in the agent's role. Admins have full access to GoodData.

     

    There is a review of permissions here.

    Hope that helps.

     

     

     

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  • Valentina Ferro

    Hello Graeme,

    We are on the Enterprise plan but can't seem to find this 'Tools' section. Could you please assist me with that? 

    Thanks.

    Valentina

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  • Graeme Carmichael

    Valentina

    In Support, to Settings>People>Roles

     

    Click edit next to the role to be updated.

    Scroll down to the tools section...

    If you are a new account with Explore access rather than GoodData, the reporting settings will not appear here.  But I cannot think of another reason it would be missing.

     

     

     

     

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