Use this article to discover the metrics and attributes you can use to build Explore queries based on your usage of Zendesk Support. These datasets are also used for the Zendesk Support pre-built dashboards (see Overview of the Zendesk Support dashboard).
For more information about how to create queries with Explore, see Creating queries.
In this article:
Tickets dataset
This section lists the metrics and attributes for the Tickets dataset. The dataset contains general ticket information, not including changes or updates to tickets. For objects related to ticket changes or updates, see Ticket updates dataset.
This section contains the following topics:
Tickets dataset schema
Use this diagram to help you understand the elements of the Tickets dataset and their relationships.
Tickets metrics
This sections lists and defines all of the metrics available in the Tickets dataset.
| Metric | Definition | Explore Formula |
|---|---|---|
| Tickets | The total number of tickets. | [Ticket ID] |
| Solved tickets | The number of solved or closed tickets. | IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF |
| End-user submitted tickets | The number of tickets submitted by customers or users that are not included in your Zendesk. | IF ([Submitter role] = "End-user" ) THEN [Ticket ID] ENDIF |
| Agent submitted tickets | The number of tickets submitted by agents or administrators. | IF ([Submitter role] = "Agent" OR [Submitter role] = "Admin") THEN [Ticket ID] ENDIF |
| Reassigned tickets | The number of tickets that have been assigned to more than one agent. | IF (VALUE(Assignee stations)>1) THEN [Ticket ID] ENDIF |
| Reopened tickets | The number of tickets that were reopened after being solved. | IF (VALUE(Reopens)>0) THEN [Ticket ID] ENDIF |
| Unreplied tickets | The number of tickets that have not received an agent response. | IF (VALUE(Agent replies)<1) THEN [Ticket ID] ENDIF |
| Incidents | The number of tickets where the ticket type is Incident. | IF ([Ticket type - Unsorted] = "Incident") THEN [Ticket ID] ENDIF |
| Problems | The number of tickets where the ticket type is 'Problem'. | IF ([Ticket type - Unsorted] = "Problem") THEN [Ticket ID] ENDIF |
| Inbound shared tickets | The number of tickets a Zendesk Support account shared with your Zendesk Support account. | IF ([Sharing agreement inbound]!="NULL") THEN [Ticket ID] ENDIF |
| Outbound shared tickets | The number of tickets your Zendesk Support account shared with another Zendesk Support account | IF ([Sharing agreement outbound]!="NULL") THEN [Ticket ID] ENDIF |
| Tickets created - Daily average | The average number of tickets created each day. | COUNT(Tickets)/DCOUNT_VALUES([Ticket created - Date]) |
| Tickets solved - Daily average | The average number of tickets solved each day. | COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date]) |
| Unsolved tickets | The number of unsolved tickets. This includes tickets in every status, except Solved and Closed. | IF ([Ticket status - Unsorted] != "Closed" AND [Ticket status - Unsorted]!= "Solved") THEN [Ticket ID] ENDIF |
| New tickets | The number of tickets that are currently in the New status. | IF ([Ticket status - Unsorted]= "New") THEN [Ticket ID] ENDIF |
| Open tickets | The number of tickets that are currently in the Open status. | IF ([Ticket status - Unsorted]= "Open") THEN [Ticket ID] ENDIF |
| Pending tickets | The number of tickets that are currently in the Pending status. | IF ([Ticket status - Unsorted]= "Pending") THEN [Ticket ID] ENDIF |
| On-hold tickets | The number of tickets that are currently in the On-hold status. | IF ([Ticket status - Unsorted]= "Hold") THEN [Ticket ID] ENDIF |
| Unassigned unsolved tickets | The number of open tickets currently not assigned. | IF ([Assignee ID] = NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Assigned unsolved tickets | The number of open, assigned tickets. | IF ([Assignee ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Unreplied unsolved tickets | The number of open tickets without a first reply. | IF (VALUE(Agent replies)<1 AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Agent replies | The number of public replies added to a ticket by an agent. | (Agent replies) |
| Assignee stations | The number of agents a ticket has been assigned to. | (Assignee stations) |
| Group stations | The number of groups a ticket has been assigned to. | (Group stations) |
| Reopens | The number of times a ticket was reopened. | (Reopens) |
| One-touch tickets | The number of tickets that were solved after one agent reply. | IF (VALUE(Agent replies) <2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| Two-touch tickets | The number of tickets that were solved after two agent replies. | IF (VALUE(Agent replies) =2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| Multi-touch tickets | The number of tickets that were solved after more than two agent replies. | IF (VALUE(Agent replies) >2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| % One-touch tickets | The percentage of tickets that were solved after one agent reply. | COUNT(One-touch tickets)/COUNT(Solved tickets) |
| % Two-touch tickets | The percentage of tickets that were solved after two agent replies. | COUNT(Two-touch tickets)/COUNT(Solved tickets) |
| % Multi-touch tickets | The percentage of tickets that were solved after more than two agent replies. | COUNT(Multi-touch tickets)/COUNT(Solved tickets) |
| Good satisfaction tickets | The number of tickets with a good satisfaction rating. | IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF |
| Bad satisfaction tickets | The number of tickets with a bad satisfaction rating. | IF ([Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| Good satisfaction tickets w/comment | Tickets that have a good satisfaction rating and an associated comment. | IF ([Ticket satisfaction rating]="Good" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF |
| Bad satisfaction tickets w/comment | Tickets that have a bad satisfaction rating and an associated comment. | IF ([Ticket satisfaction rating]="Bad" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF |
| Rated satisfaction tickets | Tickets that were rated either bad or good by the requester. | IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| Surveyed satisfaction tickets | Tickets that were surveyed by a satisfaction survey | IF ([Ticket satisfaction rating] = "Offered") OR ([Ticket satisfaction rating]="Good" OR ([Ticket satisfaction rating]="Bad" THEN [Ticket ID] ENDIF |
| Unsurveyed satisfaction tickets | Tickets that were not surveyed by a satisfaction survey. | IF ([Ticket satisfaction rating] = "Unoffered") THEN [Ticket ID] ENDIF |
| % Satisfaction score | The percentage of satisfaction surveys rated good. | COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets) |
| % Satisfaction rated | The percentage of tickets rated with either good or bad satisfaction. | COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets) |
| % Satisfaction surveyed | The percentage of tickets that were surveyed by a satisfaction survey. | COUNT(Surveyed satisfaction tickets)/COUNT(Tickets) |
| Tickets w/skills | The number of tickets that have a skill associated with them. | IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF |
| Tickets w/o skills | The number of tickets that do not have a skill associated with them. | IF ([Ticket skills]=NULL) THEN [Ticket ID] ENDIF |
| Set ticket skills | The number of skills in tickets where agent skills were applied. | IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF |
| Fulfilled ticket skills | The number of tickets where skills in an agents profile were matched with ticket skills. | IF ([Ticket skills]!=NULL AND [Assignee skills]!=NULL AND [Assignee skills]=[Ticket skills]) THEN [Ticket ID] ENDIF |
| % Ticket skill fulfillment rate | The percentage of tickets where agent skills were matched with ticket skills to the total number of tickets with skills applied. | COUNT(Fulfilled ticket skills)/COUNT(Set ticket skills) |
| % Ticket skill usage rate | The percentage of tickets with skills set to the total number of tickets. | D_COUNT(Tickets w/skills)/COUNT(Tickets) |
| Users | The number of active user profiles. | IF ([Requester status] = "Active") THEN [Requester ID] ENDIF |
| Agents | The number of active agents and administrators in your Zendesk account. | IF ([Requester status] = "Active" AND [Requester role] != "End-user") THEN [Requester ID] ENDIF |
| End-users | The number of active end-user (customer) profiles. | IF ([Requester status] = "Active" AND [Requester role] = "End-user") THEN [Requester ID] ENDIF |
| Suspended users | The number of users in the suspended status. | IF ([Requester status] = "Suspended") THEN [Requester ID] ENDIF |
| Deleted users | The number of users in the deleted status. | IF ([Requester status] = "Deleted") THEN [Requester ID] ENDIF |
| Assignees | The number of agents that were assigned to the ticket at least once. | IF ([Assignee status]= "Active") THEN [Assignee ID] ENDIF |
| Requesters | The number of current requesters. | IF ([Requester status]= "Active" AND [Ticket ID]!=NULL) THEN [Requester ID] ENDIF |
| Organizations | The number of active organizations. | IF ([Requester organization status]="Active") THEN [Requester organization ID] ENDIF |
| Deleted organizations | The number of organizations that have been deleted. | IF ([Requester organization status]="Deleted") THEN [Requester organization ID] ENDIF |
| First reply time (min) | The duration in minutes between when the ticket was created and the first public agent reply on the ticket. | (First reply time (min)) |
| First resolution time (min) | The number of minutes between when the ticket was created and when it was first resolved. | (First resolution time (min)) |
| Full resolution time - min | The duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | (Requester wait time (min)) |
| Agent wait time (min) | The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | (Agent wait time (min)) |
| On-hold time (min) | The total time in minutes that a ticket was in the on-hold status. | (On-hold time (min)) |
| First assignment time (min) | The time in minutes between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") |
| Last assignment time (min) | The duration in minutes between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") |
| First assignment to resolution time (min) | The duration in minutes between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_minutes") |
| Last assignment to resolution time (min) | The duration in minutes between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_minutes") |
| First reply time (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| First resolution time (hrs) | The number of hours between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60 |
| Full resolution time (hrs) | The duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| Requester wait time (hrs) | The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | VALUE(Requester wait time (min))/60 |
| Agent wait time (hrs) | The total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60 |
| On-hold time (hrs) | The total time in hours that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60 |
| First assignment time (hrs) | The time in hours between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") |
| Last assignment time (hrs) | The duration in hours between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") |
| First assignment to resolution time (hrs) | The duration in hours between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_hours") |
| Last assignment to resolution time (hrs) | The duration in hours between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours") |
| First reply time (days) | The duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First resolution time (days) | The number of days between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60/24 |
| Full resolution time (days) | The duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| Requester wait time (days) | The number of days a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | VALUE(Requester wait time (min))/60/24 |
| Agent wait time (days) | The total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60/24 |
| On-hold time (days) | The total time in days that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60/24 |
| First assignment time (days) | The time in days between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") |
| Last assignment time (days) | The duration in days between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") |
| First assignment to resolution time (days) | The duration in days between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_days") |
| Last assignment to resolution time (days) | The duration in days between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_days") |
| Unsolved tickets age (min) | The duration in minutes between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets time since update (min) | The duration in minutes between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_minutes") ENDIF |
| Time since user login (min) | The time passed in minutes since the last user logged in. | IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_minutes") ENDIF |
| Time since assignee login (min) | The time passed in minutes since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets age (hrs) | The duration in hours between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets time since update (hrs) | The duration in days between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF |
| Time since user login (hrs) | The time passed in hours since the last user logged in. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF |
| Time since assignee login (hrs) | The time passed in hours since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets age (days) | The duration in days between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days") ENDIF |
| Unsolved tickets time since update (days) | The duration in days between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") ENDIF |
| Time since user login (days) | The time passed in days since the last user logged in. | IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_days") ENDIF |
| Time since assignee login (days) | The time passed in days since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_days") ENDIF |
| First reply time - Business hours (min) | The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| First resolution time - Business hours (min) | The duration in minutes between when the ticket was created and its first resolution within business hours. | (First resolution time - Business hours (min)) |
| Full resolution time - Business hours (min) | The duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed | (Requester wait time - Business hours (min)) |
| Agent wait time - Business hours (min) | The total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | (Agent wait time - Business hours (min)) |
| On-hold time - Business hours (min) | The total combined time in minutes that the ticket was in the on-hold status during business hours. | On-hold time - Business hours (min) |
| First reply time - Business hours (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| First resolution time - Business hours (hrs) | The duration in hours between when the ticket was created and its first resolution within business hours. | VALUE(First resolution time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | The duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed | VALUE(Requester wait time - Business hours (min))/60 |
| Agent wait time - Business hours (hrs) | The total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | VALUE(Agent wait time - Business hours (min))/60 |
| On-hold time - Business hours (hrs) | The total combined time in hours that the ticket was in the on-hold status during business hours. | VALUE(On-hold time - Business hours (min))/60 |
| Tickets created - Last 7 days | The number of tickets created in the last 7 days. | (Tickets created - Last 7 days) |
| Tickets created - Previous 7 days | The number of tickets created between 7 and 14 days ago. | (Tickets created - Previous 7 days) |
| Tickets created - Last 30 days | The number of tickets created in the last 30 days. | (Tickets created - Last 30 days) |
| Tickets created - Previous 30 days | The number of tickets created between 30 and 60 days ago. | (Tickets created - Previous 30 days) |
| Tickets created - This week | The number of tickets created over the current week. | (Tickets created - This week) |
| Tickets created - Last week | The number of tickets created over the previous week. | (Tickets created - Last week) |
| Tickets created - This month | The number of tickets created over the current month. | (Tickets created - This month) |
| Tickets created - last month | The number of tickets created over the previous month. | (Tickets created - last month) |
| Tickets created - This year | The number of tickets created this year. | (Tickets created - This year) |
| Tickets created - Last year | The number of tickets created last year. | (Tickets created - Last year) |
| Tickets solved - Last 7 days | The number of tickets solved in the last 7 days. | (Tickets solved - Last 7 days) |
| Tickets solved - Previous 7 days | The number of tickets solved between 7 and 14 days ago. | (Tickets solved - Previous 7 days) |
| Tickets solved - Last 30 days | The number of tickets solved in the last 30 days. | (Tickets solved - Last 30 days) |
| Tickets solved - Previous 30 days | The number of tickets solved between 30 and 60 days ago. | (Tickets solved - Previous 30 days) |
| Tickets solved - This week | The number of tickets solved over the current week. | (Tickets solved - This week) |
| Tickets solved - Last week | The number of tickets solved over the previous week. | (Tickets solved - Last week) |
| Tickets solved - This month | The number of tickets solved over the current month. | (Tickets solved - This month) |
| Tickets solved - Last month | The number of tickets solved over the previous month. | (Tickets solved - Last month) |
| Tickets solved - This year | The number of tickets solved this year. | (Tickets solved - This year) |
Tickets attributes
This section lists and defines all of the attributes available in the Tickets dataset.
| Attribute | Definition |
|---|---|
| Ticket ID | The ID number of the ticket. |
| Ticket status | The status of the ticket. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket brand | The brand of the ticket. |
| Ticket channel | The channel a ticket was created from.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket external ID | The external ID of the ticket. |
| Ticket form | Ticket form used on the ticket. |
| Ticket priority | The ticket's priority. |
| Ticket problem ID | The ID of the ticket defined as a problem ticket. |
| Ticket skills | The skill requirements for an agent to work on a ticket. |
| Ticket skill types | The grouping of skills into skill types. |
| Ticket subject | The subject of the ticket. |
| Ticket tags | The tags associated with the ticket. |
| Ticket type | The ticket type: Question, Incident, Problem, or Task. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Assignee name | The name of the assignee. |
| Assignee role | The role of an assignee, either admin, agent, or end user. |
| Assignee ID | The ticket's assignee ID. |
| Assignee email | The ticket assignees email address. |
| Assignee external ID | The external ID of the ticket assignee. |
| Assignee locale | The locale of the assignee. |
| Assignee Guide manager | Returns whether the agent has Guide Manager permissions (True or False). |
| Assignee skills | The skills associated with the ticket assignee. |
| Assignee skill types | The skill types associated with an assignee. |
| Assignee status | The current status of the ticket assignee. |
| Assignee tags | Tags added to the assignee. |
| Assignee time zone | Timezone of an assignee. |
| Requester name | The name of the ticket requester. |
| Requester role | The role of a requester, either admin, agent, or end user. |
| Requester ID | The ID number for a ticket's requester. |
| Requester email | The email address of the ticket requester. |
| Requester external ID | The external ID of the ticket requester. |
| Requester locale | The locale of the submitter. |
| Requester Guide manager | Designates whether the requester has Guide manager permissions. Returns either true or false. |
| Requester status | The Zendesk status of the ticket requester. |
| Requester tags | Tags associated with the requester. |
| Requester time zone | The requester's timezone. |
| Submitter name | The name of the submitter. |
| Submitter role | The role of the submitter, either admin, agent, or end user. |
| Submitter ID | The ID of the ticket submitter. |
| Submitter email | The email address of the ticket submitter. |
| Submitter external ID | The external ID of the ticket submitter. |
| Submitter locale | The locale of the ticket submitter. |
| Submitter Guide manager | Returns whether the ticket submitter has Guide Manager permissions, either true or false. |
| Submitter status | The status of the ticket submitter. |
| Submitter tags | Tags added to the ticket submitter. |
| Submitter time zone | The ticket submitter timezone. |
| Ticket organization name | The name of the organization associated with the ticket. |
| Ticket organization ID | The ID of the organization associated with the ticket. |
| Ticket organization domains | The domains of the organization associated with the ticket. |
| Ticket organization external ID | The external ID of the organization associated with the ticket. |
| Ticket organization status | The status of the organization associated with the ticket. |
| Ticket organization tags | The tags of the organization associated with the ticket. |
| Requester organization name | The organization name of the ticket requester. |
| Requester organization ID | The organization ID of the ticket requester. |
| Requester organization domains | The domain name of the organization of the ticket requester, for example, zendesk.com. |
| Requester organization external ID | The external ID of the ticket requester. |
| Requester organization status | The system status of the organization of the ticket requester, either active or deleted. |
| Requester organization tags | The tags associated with the organization of the ticket requester. |
| Ticket satisfaction rating | The satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered. |
| Ticket satisfaction comment | The comment left by the customer along with the satisfaction rating. |
| Ticket satisfaction reason | The reason selected by the customer along with the satisfaction rating. |
| Agent replies brackets | The number of agent replies left on the ticket. Values are returned as 0, 1, 2, or 3-5 or >5. |
| Assignee stations brackets | The number of agents to whom the ticket was assigned. Values are returned as 0, 1, 2, or >2. |
| Group stations brackets | The number of groups that the ticket was involved with, for example, the assignee group of all ticket assignees. Values are returned as 1, 2, 3, >3. |
| Reopens brackets | The number of times the ticket was reopened. Values are returned as 1, 2, 3, >3. |
| First reply time brackets | The time between when the ticket was first opened, and when an agent first replied. Values are returned as 1, 2, 3, >3. |
| First resolution time brackets | The time between when the ticket was first opened, and the first time it was set to solved. Values are returned as 1, 2, 3, >3. |
| Full resolution time brackets | The time between when the ticket was first opened, and the last time it was set to solved. Values are returned as 1, 2, 3, >3. |
| Requester wait time brackets | The time a requester was waiting for agent replies. The values are returned as 0-1 hrs, 1-24 hrs, 1-3 days, 3-7 days, >7 days or No wait. |
| Unsolved tickets age brackets | The duration in days between when an unsolved ticket was created and now. The values are returned as 1 day, 1-7 days, 7-30 days, >30 days, Solved. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the ticket was marked as solved in various time measurements. |
| Time - Ticket last updated | The time when the ticket was last updated. |
| Time - Ticket last updated by requester | The time when the ticket was last updated by its requester. |
| Time - Ticket last assigned | The time when the ticket was last assigned to an agent. |
| Time - Ticket first assigned | The time when the ticket was first assigned to an agent. |
| Time - Ticket type - Task due | When a ticket is configured as a task, this is the date at which the task must be completed. |
| Time - Requester created | The time when the ticket requester user profile was created. |
| Time - Requester last updated | The last time that the ticket requester user profile was updated. |
| Time - Requester last sign-in | The time when the ticket requester last signed in. |
| Time - Assignee last sign-in | The time when the ticket assignee last signed in. |
| Time - Requester organization created | The time when the ticket requester organization was created. |
| Time - Requester organization last updated | The time when the ticket requester organization was last updated. |
Ticket updates dataset
The Ticket updates dataset contains metrics and attributes that relate to updates and changes in tickets. This section list all available elements for the dataset.
This section contains the following topics:
Ticket updates dataset schema
Use this diagram to help you understand the elements of the Ticket updates dataset and their relationships.
Ticket updates metrics
This section lists and defines all metrics available in the Ticket updates dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Updates | The total number of updates made to the ticket. | [Update ID] |
| Agent updates | The number of updates agents made to tickets meaning the changes they made to any ticket field. | IF ([Updater role] != "End-user") THEN [Update ID] ENDIF |
| End-user updates | The number of updates end-users made to tickets. | IF ([Updater role] = "End-user") THEN [Update ID] ENDIF |
| Comments | The total number of comments on tickets. | IF ([Comment present] = TRUE) THEN [Update ID] ENDIF |
| Public comments | The number of public comments on tickets. | IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ID] ENDIF |
| Internal comments | The number of internal comments on tickets. | IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Update ID] ENDIF |
| Agent comments | The number of agent comments on tickets. | IF ([Comment present] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF |
| End-user comments | The number of end-user comments on tickets. | IF ([Comment present] = TRUE AND [Updater role] = "End-user") THEN [Update ID] ENDIF |
| Tickets created | The number of tickets that have been created. | IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL) THEN [Update ID] ENDIF |
| Tickets solved | The number of solved tickets. | IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") AND [Update - Timestamp]=[Ticket solved - Timestamp]) THEN [Update ID] ENDIF |
| Tickets updated | The number of updated tickets. | [Ticket ID] |
| Tickets updated w/comment | The total number of tickets that were updated with a comment. | IF ([Comment present] = TRUE) THEN [Ticket ID] ENDIF |
| Tickets updated w/public comment | The total number of tickets that were updated with a public comment. | IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Ticket ID] ENDIF |
| Tickets updated w/internal comment | The total number of tickets that were updated with an internal comment. | IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Ticket ID] ENDIF |
| Tickets assigned | The number of tickets that have been assigned to agents. | IF ([Changes - Field name]="assignee_id" AND [Changes - New value]!="0") THEN [Ticket ID] ENDIF |
| Tickets reopened | The number of tickets that have been solved at least once, then reopened. | IF ([Changes - Field name] = "status" AND [Changes - Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Ticket ID] ENDIF |
| Assignee reassignments | The number of times tickets were reassigned to another agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF |
| Group reassignments | The number of tickets that were reassigned to another group. | IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF |
| Resolutions | The number of times tickets were set to Solved. | IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed")) THEN [Update ID] ENDIF |
| Reopens | The number of times tickets were reopened. | IF ([Changes - Field name] = "status" AND [Changes - Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Update ID] ENDIF |
| Deletions | The number of tickets that were deleted. | IF ([Changes - Field name]="status" AND [Changes - New value]="deleted") THEN [Update ID] ENDIF |
| Recoveries | The number of deleted tickets that were recovered. | IF ([Changes - Field name]="status" AND [Changes - Previous value]="deleted") THEN [Update ID] ENDIF |
| Satisfaction updates | The number of satisfaction updates submitted by the requester. | IF ([Changes - Field name]="satisfaction_score" THEN [Update ID] ENDIF |
| Good initial satisfaction ratings | The number of tickets with a good initial satisfaction rating. | IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="good") THEN [Update ID] ENDIF |
| Bad initial satisfaction ratings | The number of tickets with a bad initial satisfaction rating. | IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="bad") THEN [Update ID] ENDIF |
| Bad to good satisfaction ratings | The number of tickets with a bad initial satisfaction rating that later changed to a good rating. |
IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "bad" AND [Changes - New value]="good") THEN [Update ID] ENDIF |
| Good to bad satisfaction ratings | The number of tickets with a good initial satisfaction rating that later changed to a bad rating. |
IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "good" AND [Changes - New value]="bad") THEN [Update ID] ENDIF |
| Field changes time (min) | The time in minutes between changes to the ticket fields. | (Field changes time (min)) |
| New status time (min) | The time in minutes that tickets spent with a status of New. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min)) ENDIF |
| Open status time (min) | The time in minutes that tickets were in the Open status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min)) ENDIF |
| Pending status time (min) | The time in minutes that tickets were in the Pending status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes Time (min)) ENDIF |
| On-hold status time (min) | The time in minutes that tickets were in the On-hold status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min)) ENDIF |
| Unassigned time (min) | The time in minutes that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field changes time (min)) ENDIF |
| Previously assigned time (min) | The time in minutes that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min)) ENDIF |
| Field changes time (hrs) | The time in hours between changes to the ticket fields. | VALUE(Field changes time (min))/60 |
| New status time (hrs) | The time in hours that tickets spent with a status of New. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min))/60 ENDIF |
| Open status time (hrs) | The time in hours that tickets were in the Open status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min))/60 ENDIF |
| Pending status time (hrs) | The time in hours that tickets were in the Pending status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes time (min))/60 ENDIF |
| On-hold status time (hrs) | The time in hours that tickets were in the On-hold status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min))/60 ENDIF |
| Unassigned time (hrs) | The time in hours that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field changes time (min))/60 ENDIF |
| Previously assigned time (hrs) | The time in hours that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min))/60 ENDIF |
| Field changes time (days) | The time in days between changes to the ticket fields. | VALUE(Field changes time (min))/60/24 |
| New status time (days) | The time in days that tickets spent with a status of New. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "new") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| Open status time (days) | The time in days that tickets were in the Open status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "open") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| Pending status time (days) | The time in days that tickets were in the Pending status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "pending") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| On-hold status time (days) | The time in days that tickets were in the On-hold status. | IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "hold") THEN VALUE(Field changes time (min))/60/24ENDIF |
| Unassigned time (days) | The time in days that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field Changes Time (min))/60/24 ENDIF |
| Previously assigned time (days) | The time in days that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous Value] != "0") THEN VALUE(Field changes time (min))/60/24 ENDIF |
Ticket updates attributes
This section lists and defines all attributes available in the Ticket updates dataset.
| Attribute | Definition |
|---|---|
| Update ID | The unique ID of an update |
| Update channel | The channel that initiated a ticket update.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Update country | The country from which a ticket update was initiated. |
| Update country and region | The country and region from which a ticket update was initiated. |
| Update latitude | The latitude from which the ticket update was initiated. |
| Update longitude | The longitude from which a ticket updated was initiated. |
| Comment present | Indicates where there is currently a comment on the ticket. |
| Comment type | The type of comment, internal or public. |
| Update ticket ID | The unique ID of a ticket update |
| Update ticket status | The status of a ticket during the update. |
| Update ticket group | The group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2, the attribute returns Tier 2. |
| Update ticket assignee | The ticket assignee during the update. |
| Update ticket brand | The brand of the ticket during the update. |
| Update ticket priority | The priority of the ticket during the update. |
| Update ticket type | The type of the ticket during the update. |
| Changes - Field name | Records the field name that was updated. |
| Changes - Field type | Records the field type that was updated. |
| Changes - Previous value | Records the value of the field before the update. |
| Changes - New value | Records the new value of the field after the update. |
| Ticket ID | The ticket's unique ID. |
| Ticket status | The status of the ticket. |
| Ticket group | Name of the group where the ticket is assigned. |
| Ticket brand | The brand associated with the ticket. |
| Ticket channel | The channel that initiated creation of the ticket.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket external ID | The external system ID of the ticket. |
| Ticket form | The ticket form used on the ticket. |
| Ticket priority | The priority of the ticket. |
| Ticket problem ID | The IDs of the ticket defined as a problem ticket. |
| Ticket subject | The subject of the ticket. |
| Ticket tags | Any tags associated with the ticket. |
| Ticket type | The type of ticket. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Updater name | The name of the updater. |
| Updater role | The role of the updater. |
| Updater ID | The ID of the users whom made the update. |
| Updater email | The email address of the ticket updater. |
| Updater external ID | The external ID of the ticket updater. |
| Updater Guide manager | Indicates whether the user who updated the ticket is a Guide manager. |
| Updater locale | The locale of the updater. |
| Updater status | The status of the user who updated the ticket. Can be Active, Suspended, or Deleted. |
| Updater tags | The tags associated with the user who updated the ticket. |
| Updater time zone | The timezone of the updater. |
| Assignee name | The name of the user the ticket is assigned to. |
| Assignee role | The role of the user the ticket is assigned to. |
| Assignee ID | The ID of the user the ticket is assigned to. |
| Assignee email | The email address of the user the ticket is assigned to. |
| Assignee status | The status of the user the ticket is assigned to. Can be Active, Suspended, or Deleted. |
| Assignee tags | The tags that are associated with the user the ticket is assigned to. |
| Requester name | The name of the requester. |
| Requester role | The requester's role. |
| Requester ID | The requester's ID. |
| Requester email | The requesters email address. |
| Requester status | The status of the requesters profile. Can be Active, Suspended, or Deleted. |
| Requester tags | Any tags associated with the requester. |
| Submitter name | The name of the user who submitted the ticket. |
| Submitter role | The role of the user who submitted the ticket. |
| Submitter ID | The ID of the user who submitted the ticket. |
| Submitter email | The email address of the user who submitted the ticket. |
| Submitter status | The status of the user who submitted the ticket. Can be Active, Suspended, or Deleted. |
| Submitter tags | The tags associated with the user who submitted the ticket. |
| Updater organization name | The organization name of the user who made the ticket update. |
| Updater organization ID | The organization ID of the user who made the ticket update. |
| Updater organization domains | |
| Updater organization status | The organization status of the user who made the ticket update. |
| Updater organization tags | The organization tags of the person who made the ticket update. |
| Ticket organization name | The name of the organization associated with the ticket. |
| Ticket organization ID | The ID of the organization associated with the ticket. |
| Ticket organization status | The status of the organization associated with the ticket; either Active or Deleted. |
| Ticket organization tags | The tags associated with the ticket organization. |
| Requester organization name | The organization associated with the user set as requester in the ticket. |
| Requester organization ID | The organization ID associated with the user set as requester in the ticket. |
| Requester organization status | The organization status associated with the user set as requester in the ticket. |
| Requester organization tags | The tags of the organization associated with the user set as requester in the ticket. |
| Ticket satisfaction rating | The satisfaction rating left by the customer in the ticket; either Good, Bad, Offered, or Unoffered. |
| Ticket satisfaction comment | The comment left by the customer with the satisfaction rating. |
| Ticket satisfaction reason | The reason selected by the customer along with the satisfaction rating. |
| Time - Ticket update | A collection of attributes that return the time of each update (such as a comment) in various time measurements. |
| Time - Ticket created | A collection of attributes that return the time a was created in various time measurements. |
| Time - Ticket solved | A collection of attributes that return the time a ticket was solved in various time measurements. |
| Time - Ticket last updated | A collection of attributes that return the time a ticket was last updated in various time measurements (for example when an agent saves the ticket). |
| Time - Ticket last assigned | A collection of attributes that return the time a ticket was last assigned in various time measurements. |
| Time - Ticket first assigned | A collection of attributes that return the time a ticket was first assigned in various time measurements. |
| Time - Ticket type - Task due | A collection of attributes that return the time a ticket that has been configured as a task is due in various time measurements. |
| Time - Updater last sign-in | A collection of attributes that return the last time a ticket updater logged in, in various time measurements. |
Backlog history dataset
The Backlog history dataset contains metrics and attributes related to your backlog history. The dataset will show you a snapshot of unsolved tickets at any given date. Explore collects backlog information once a day at 12:00 UTC time.
This section contains the following topics:
Backlog history dataset schema
Use this diagram to help you understand the elements of the Backlog history dataset and their relationships.
Backlog history metrics
This section lists and defines all metrics available in the Backlog history dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Tickets | Counts the number of backlog tickets. | VALUE (Tickets) |
| Unassigned tickets | Counts the number of backlog tickets where the assignee value was empty. | IF ([Assignee]=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF |
| Assigned tickets | Counts the number of backlog tickets where the assignee value was not empty. | IF ([Assignee]!=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF |
| Incidents | Counts the number of backlog tickets where the ticket type was Incident. | IF ([Type - Unsorted]="Incident") THEN VALUE (Tickets) ELSE 0 ENDIF |
| Problems | Counts the number of backlog tickets where the ticket type was Problem. | IF ([Type - Unsorted]="Problem") THEN VALUE (Tickets) ELSE 0 ENDIF |
| Tickets - Daily average | The daily average of the backlog tickets. | SUM(Tickets)/DCOUNT([Backlog recorded - Data]) |
Backlog history attributes
This section lists and defines all attributes available in the Backlog history dataset. The Backlog history dataset captures a snapshot at 12:00 UTC time every day.
| Attribute | Definition |
|---|---|
| Status - unsorted | The status of the backlog ticket. |
| Group | The group for the backlog ticket. |
| Assignee | The assignee of the backlog ticket. |
| Brand | The brand of the backlog ticket. |
| Channel | The channel the backlog ticket originated from.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Priority | The priority of the backlog ticket. |
| Type | The type of the backlog ticket. |
| Time - Backlog recorded | The date the backlog snapshot was taken. Includes year, half-year, quarter, month and week.
For an example of how to use this, see What is the difference between Backlog recorded and Backlog end of period? |
| Time - Backlog end of period | The last day of the backlog snapshot period. Includes year, quarter, month, and week.
For an example of how to use this, see What is the difference between Backlog recorded and Backlog end of period? |
SLAs dataset
The SLAs dataset contains metrics and attributes that relate to your SLA policies. This section list all the available elements for the Zendesk SLA dataset. If you have active SLA policies, the SLA reporting dashboard enables you to easily view how well you are meeting these policies.
SLAs dataset schema
Use this diagram to help you understand the elements of the SLAs dataset and their relationships.
SLAs metrics
This section lists and defines all metrics available in the SLAs dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| SLA tickets | The number of tickets that have SLA targets applied. | [Ticket ID] |
| Achieved SLA tickets | The number of tickets that met all applied SLA policy targets. | D_COUNT(SLA tickets)-D_COUNT(Breached SLA tickets)-SUM(Unbreached active SLA tickets) |
| Breached SLA tickets | The number of tickets that have breached at least one SLA policy target. |
IF ( [SLA target status]="Breached") THEN [Ticket ID] ENDIF |
| Active SLA tickets | The number of SLA tickets whose metrics have not been completed yet. |
IF ([SLA metric status]= "Active") THEN [Ticket ID] ENDIF |
| Breached active SLA tickets | The number of SLA tickets whose metrics have not yet been completed, but at least one SLA policy target has been breached. |
IF ([SLA metric status]= "Active" AND [SLA target status]= "Breached") THEN [Ticket ID] ENDIF |
| Unbreached active SLA tickets | The number of SLA tickets whose metrics have not been completed yet and no SLA policy targets have been breached, yet. | D_COUNT(Active SLA tickets)-D_COUNT(Breached active SLA tickets) |
| % Achieved SLA tickets | The number of tickets that met all applied SLA policy targets expressed as a percentage of all SLA tickets. | SUM(Achieved SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets)) |
| % Breached SLA tickets | The number of tickets that have breached at least one SLA policy target expressed as a percentage of all SLA tickets. | D_COUNT(Breached SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets)) |
| SLA policies | The number of SLA policies. |
IF ( [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Achieved SLA policies | The number of SLA policies that have been achieved. | COUNT(SLA policies)-COUNT(Breached SLA policies)-SUM(Unbreached active SLA policies) |
| Breached SLA policies | The number of SLA policies that have been breached. |
IF ( [SLA target status]="Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Active SLA policies | The number of SLA policies whose metrics have not been completed yet. |
IF ( [SLA metric status]= "Active" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Breached active SLA policies | The number of SLA policies whose metrics have not yet been completed, but at least one SLA policy target has been breached. |
IF ( [SLA metric status]= "Active" AND [SLA target status]= "Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Unbreached active SLA policies | The number of SLA policies whose metrics have not been completed and no policy targets have been breached. | COUNT(Active SLA policies)-COUNT(Breached active SLA policies) |
| SLA targets | The number of SLA targets. | [SLA event ID] |
| Achieved SLA targets | The number of SLA targets that were achieved. |
IF ([SLA target status]= "Achieved" ) THEN [SLA event ID] ENDIF |
| Breached SLA targets | The number of SLA targets that were breached. |
IF ([SLA target status]= "Breached") THEN [SLA event ID] ENDIF |
| Active SLA targets | The number of active SLA targets. An active SLA target is one whose metric has not been completed yet. |
IF ([SLA metric status]= "Active") THEN [SLA event ID] ENDIF |
| Breached active SLA targets | The number of active SLA targets that have been breached. |
IF ([SLA metric status]= "Active" AND [SLA target status]="Breached") THEN [SLA event ID] ENDIF |
| Unbreached active SLA targets | The number of active SLA targets that have not been breached. |
IF ([SLA metric status]= "Active" AND [SLA target status]=NULL) THEN [SLA event ID] ENDIF |
| % Achieved SLA targets | The percentage of SLA targets that were achieved out of the total number of targets that were achieved and breached. | COUNT(Achieved SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets)) |
| % Breached SLA targets | The percentage of SLA targets that were breached out of the total number of targets that were achieved and breached. | COUNT(Breached SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets)) |
| Achieved SLA targets - Daily average | The daily average of the achieved SLA targets. | COUNT(Achieved SLA targets)/DCOUNT_Values([SLA update - Date]) |
| Breached SLA targets - Daily average | The daily average of the breached SLA targets. | COUNT(Breached SLA targets)/DCOUNT_Values([SLA update - Date]) |
| SLA metric breach time (min) | The time duration between the target time and actual SLA fulfilment (in minutes) for the SLA metric has been breached. |
IF ([SLA target status]= "Breached") THEN VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)) ENDIF |
| SLA metric target time (min) | The SLA target time (in minutes) for the SLA metric. | (SLA metric target time (min)) |
| SLA metric completion time (min) | The amount of time (in minutes) the SLA metric was active. | (SLA metric completion time (min)) |
| SLA metric breach time (hrs) | The time duration between the target time and actual SLA fulfilment (in hours) for the SLA metric has been breached. |
IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60 ENDIF |
| SLA metric target time (hrs) | The SLA target time (in hours). | VALUE(SLA metric target time (min))/60 |
| SLA metric completion time (hrs) | The amount of time (in hours) the SLA metric was active. | VALUE(SLA metric completion time (min))/60 |
| SLA metric breach time (days) | The time duration between the target time and actual SLA fulfilment (in days) for the SLA metric has been breached. |
IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60/24 ENDIF |
| SLA metric target time (days) | The SLA target time (in days). | VALUE(SLA metric target time (min))/60/24 |
| SLA metric completion time (days) | The amount of time (in hours) the SLA metric was active. | VALUE(SLA metric completion time (min))/60/24 |
| First reply time (min) | The duration in minutes between when the ticket was created and the first public agent reply on the ticket. | (First reply time (min)) |
| First resolution time (min) | The number of minutes between when the ticket was created and when it was first resolved. | (First resolution time (min)) |
| Full resolution time - min | The duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | (Requester wait time (min)) |
| Agent wait time (min) | The total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | (Agent wait time (min)) |
| On-hold time (min) | The total time in minutes that a ticket was in the on-hold status. | (On-hold time (min)) |
| First reply time (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| First resolution time (hrs) | The number of hours between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60 |
| Full resolution time (hrs) | The duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| Requester wait time (hrs) | The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | VALUE(Requester wait time (min))/60 |
| Agent wait time (hrs) | The total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60 |
| On-hold time (hrs) | The total time in hours that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60 |
| First reply time (days) | The duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First resolution time (days) | The number of days between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60/24 |
| Full resolution time (days) | The duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| Requester wait time (days) | The number of days a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed. | VALUE(Requester wait time (min))/60/24 |
| Agent wait time (days) | The total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60/24 |
| On-hold time (days) | The total time in days that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60/24 |
| First reply time - Business hours (min) | The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| First resolution time - Business hours (min) | The duration in minutes between when the ticket was created and its first resolution within business hours. | (First resolution time - Business hours (min)) |
| Full resolution time - Business hours (min) | The duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed | (Requester wait time - Business hours (min)) |
| Agent wait time - Business hours (min) | The total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | (Agent wait time - Business hours (min)) |
| On-hold time - Business hours (min) | The total combined time in minutes that the ticket was in the on-hold status during business hours. | On-hold time - Business hours (min) |
| First reply time - Business hours (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| First resolution time - Business hours (hrs) | The duration in hours between when the ticket was created and its first resolution within business hours. | VALUE(First resolution time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | The duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed | VALUE(Requester wait time - Business hours (min))/60 |
| Agent wait time - Business hours (hrs) | The total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | VALUE(Agent wait time - Business hours (min))/60 |
| On-hold time - Business hours (hrs) | The total combined time in hours that the ticket was in the on-hold status during business hours. | VALUE(On-hold time - Business hours (min))/60 |
SLAs attributes
This section lists and defines all attributes available in the SLAs dataset.
| Attribute | Definition |
|---|---|
| SLA policy name | The name of the SLA policy that the ticket is measured against. |
| SLA policy ID | The ID number of the SLA policy that the ticket is measured against. |
| SLA policy unique ID | The ID number of the SLA policy that is unique (unrepeatable). |
| SLA policy ticket ID | The ticket ID of the SLA Policy |
| SLA metric | Which SLA metric is being measured (First Reply Time, Next Reply Time, Request Wait Time, or Agent Work Time. |
| SLA metric status | The status of the SLA metric. The status can be Active or Finalized. |
| SLA metric instance | Which reactivation instance of the metric is being measured on the ticket. |
| SLA target status | The status of the SLA Target (goal). Attribute values are: Achieved or Breached. |
| SLA target operation hours | The type of operating hours associated with the SLA target. Attribute values are: Business Hours, Calendar Hours. |
| SLA event ID | The ID number for an SLA event associated with the ticket. |
| Time - SLA status update | Includes day, month, year, etc. |
| Time - Ticket type - Task due | The due date by which a ticket of type "Task" should be completed. |
73 Comments
Hi, I wondered if you could explain a bit better the definition of the attribute "time - ticket update", versus the "time - ticket last updated".
Here's what I am trying to achieve.
For this year, per week, I want to see the number of tickets that contained the tag "X".
Hello Niels,
"Time - ticket update" is in the ticket updates dataset, which collects data at the updates level, so you can report on when each update happened.
"Time - ticket last updated" only comes back with the timestamp for the last update.
So, if you're trying to report on all comments, then "time- ticket update" is the time metric you'll use.
As for your query, unless you are looking for timestamps, I would go with Ticket updated - week of year. However, filtering by tags has not yet been updated in the system so you would need to create a custom metric for finding tickets with this tag by following this formula:
IF (CONTAINS([attribute_name],"attribute_value")) THEN COUNT(metric_name)
ENDIF
One thing I have yet to see in the Filters is a simple time variable. Not "Time-ticket created" or anything that has a condition attached to it, just a simple time frame that narrows the results of the desired metrics/attributes I want to manipulate.
I have used "Date-Date" with the response of an error message stating "No data available, check your filters and calculations you have set."
My calculations are for COUNT(tickets created)..... What I have noticed is that I am not able to select a time frame without any condition attached to it (for ex. Time- tickets updated or Time-ticket last assigned) but this skews results according to the conditional time frame if I want to measure anything other than that specified time frame condition.
I may be using the filter Date-Date incorrectly, but I can't imagine why it would not act as a simple time filter.
To ensure that I make my point clear here I did a test. Metrics tested 1.) COUNT(Tickets Created) & 2.) COUNT(Agent Updates) Attributes tested 1.) Assignee Name
Test time frame is Jan 6-12 (Custom date selected)
Has anyone else experienced this? I can't get a standard benchmark without a simple time frame filter as the results differ between (Time-Tickets Created) & (Time-Tickets Updated).
Thanks!
What would we use if we wanted to measure an agents individual SLA? For example, in January, what % of tickets did agent Jane Doe breach on?
Brynn,
I have found great success with this in the Support Ticket-SLA dataset section. From here you are able to customize your query to such specifications. Personally, I use for the metrics: SLA-Tickets breached, achieved, % Breached, and % Achieved.
This should provide the results you're looking for. As of date, I have had no luck with date-date to narrow results to my requirements, rather I have used Time-SLA Status Update
Hi Brynn,
Thanks for your question!
I'm going to piggyback on William's post (thanks, William!) and use the metric % SLA breached and % SLA achieved. In addition, I've added some attributes: Ticket ID, Assignee Name, and Ticket Created - Month. Here's a screenshot of my report:
You can review the following article for more information on adding totals (sums) to your data:
https://explore.zendesk.com/hc/en-us/articles/236010127-Adding-totals-to-results
I hope this helps!
Hi There,
can you please tell us if the metric "Full Resolution Time" takes into account business hours?
Thank you,
Davide
Hi Davide,
When creating your report you'll want to use the Full Resolution Time - Bus Hrs - min if you want to account for business hours. I've attached our Metrics and attributes for Support article which provides a list of our available metrics/attributes and their description.
Hope this helps!
When trying to create a report that counts the number of public replies in a given week in Explore, I am getting a much higher count than I do in GoodData. This is what I am using:
GoodData:
- What: # Public Comments
- How: Week (Sun-Sat)/Year (Event)
- Filter: Specific Product; Updater Role is Agent,Admin; Language is not [8 languages];
Explore:
- Metrics: SUM(Agent Replies)
- Rows: Ticket Updated - Week of Year
- Filters: Specific Product; Language is not [8 languages]; Ticket Update 2019; Assignee Role is Agent, Admin;
In GoodData I am seeing numbers like 2302 for Week 11, then seeing 3462 in Explore. Any insight as to why would be appreciated.
Hi everyone,
I would like to know how many tickets are escalated every month from the level 1 to the level 2 and how many tickets are handled by the level 2 (because some tickets are directly created for the level 2 depending on their business value for us) but I can't find a good calculation method to find it.
Any idea ?
Hi guys,
Is there any list of definitions for the individual functions and variable names. Currently, I can only derive them from this FAQ, but it'd be a lot more useful and easy to create custom queries with precise definitions of what each function and variable is.
Thank you.
Hi Kristie, the article Formula writing resources contains links to articles that list most functions, but these are not currently available in one single article. I'll look into the feasibility of doing this in a future update.
Thanks Rob!
Is there something for variable names though?
I was trying to create a metric with the variable "Achieved SLA Tickets" and "Breached SLA Tickets" but keep getting the following error message:
Hello there!
Hopefully this isn't a dumb question. I'm trying to determine what the distinction is between the attributes Time - Ticket Created and Time - Ticket Solved, when calculating AVG Full Resolution Time.
For example, in the former we see 22.4 hours for 2019 ytd, but in the latter it's 42.3 hours. I'm unclear where the discrepancy is. Is the latter possibly taking a backlog into the measurement?
Thank you!
Hey again Rob,
I got the following error message when trying to create my own attribute.
The set of calculations Calculated member named 'onholdtosolved-7e510802c5' references 'Changes - New value' which is unknown as attribute. isn’t valid. Adjust the calculation and try again. (Error code: 33e2491a)
Would you know how to get around this?
Best,
Kristie
Hello Jamey,
Avg Full Resolution Time takes time from creation to "latest resolution". The Time-ticket solved will can vary based on filtered attributes, ie if you can filter for all tickets "marked as solved" on a specific date and get times for resolution from creation to that specific solve date.
Hi Kristie, I'm unsure of what might be causing the error message you are seeing. My best guess is that you are using a metric or attribute name that doesn't exist. If you can't get by this, I'd consider opening a ticket.
We certainly have articles such as this with all metric and attribute names, and a list of functions you can use, but I wasn't 100% sure of what you meant by variable names.
Wanted to share a little bit I did with ticket age so you can have one formula for all ticket ages, regardless of whether it's Solved/Closed or not.
Here's the custom metric I used:
This is awesome. Thanks for sharing Elizabeth :)
I have a question about the SLA Targets. Specifically calculating SLA Breach by each different target.
So %SLA breach for first reply vs %SLA Breach Agent work time.
Does this make sense?
Hi Chris,
You can definitely report on the SLA Breach % and break down the results by the SLA target that was used. I'll do my best to give you the foundation for the report.
First create a new query in the Support: Ticket SLAs data set. Then set it up with the following:
Metrics
SUM (Breached SLA target)
Rows
SLA Metric
It should look something like this:
Let us know how you go!
If we show backlog day over day, when is that data captured? End of business day? Beginning of business day? In other words, if our Explore table shows JUNE 6 backlog = 40 tickets, when was that recorded?
Hey Justin!
You can find more information on when backlog data is captured in When is my Support ticket backlog data available in Explore?
Hi,
I don't see any equivalent for Priority (Historic) attribute available in Insights. Is there smth like that in Explore? How do I calculate SLA targets for historical Priority events?
Hey there Andrei,
Do you mean the a historical priority attribute? I believe the priority filter within our backlog data set should allow you to pull relevant backlogged data per priority on the ticket. From my understanding, the only filters available for backlogged reporting would be the ones below;
Would you be able to clarify if this is what you're looking for?
Please let me know, thank you!
Hi Kyle,
I will give it a try. Thank you!
Could you please let me know which tickets these are including (open/ solved/ closed/ pending)?:
SLA tickets
IF ( [SLA target status]="Breached") THEN [Ticket ID] ENDIF
Thank you
Hello Sarah!
These will include all ticket status's unless filtered otherwise. The only thing that would get excluded would be archived tickets.
I hope this helps!
Hi Kyle,
Just letting you know that the correct attribute is located in Updates dataset and named as Update Ticket Priority.
Do the 'End-user updates' and 'End-user comments' metrics include the initial ticket creation update/description?
For example, if I had a ticket created by a customer email, with one customer reply would that show as two End-user comments or one?
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