Metrics and attributes for Zendesk Support

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43 Comments

  • Catalin Iordache
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    Hi All. How can I create a custom metric that would show the timestamp of the first internal comment added on a ticket (by an agent)? I've wrapped my head around this for a few hours to no avail.

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  • Madison Davis
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    Hi Catalin! It looks like you heard from our support team that this isn't possible in Explore at this point in time. For any onlookers, Catalin posted a feature request in our product feedback forum about reporting on this. If you'd like to add your support, check it out here!

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  • Ian Vergara
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    Hi Everyone,

    I'm trying to get the handle time per ticket in order to measure the productivity of each folks answering tickets.  

    In layman's, the formula would look like this:

    Productivity = # of tickets / handle time (mins)

    Handle time (mins): Total duration answering the ticket

    Anyone able to create a query for this? Thanks.

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  • Brett - Community Manager
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    Hey Ian,

    While I'm unable to help with creating reports, we do have some time tracking recipes available here: Zendesk Explore recipes reference

    I'd recommend starting there to see if there are recipes available similar to what you're trying to report on.

    Cheers!

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  • Madison Davis
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    Hey Ian, if you haven't seen it yet, I'd start with Time Tracking app: metrics you need to be measuring. There are a couple examples in there for measuring handle time by ticket or by agent. 

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  • Christopher C.
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    Hello,

    I want to count satisfaction % with the agent who originally solved the ticket and for it to stick to this agent and not change with the ticket assignee.

    This was possible in insights using Ticket Assignee (Historic) with the % Satisfaction Score.

    How can I accomplish the same report in Explore?

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  • Brett - Community Manager
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    Hi Christopher,

    I was able to track down the following recipe that should hopefully point you in the right direction: Explore recipe: Determine ticket assignee when satisfaction rating is given

    I hope this helps!

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  • Alex Edwards
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    Is the "update ticket status" intended to be the same as the historic status in Insights? It says this is the status "during" the update, so I'm not sure if it refers to the status at the beginning or end of the update when the update changes this.

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  • Devan - Community Manager
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    Hello Alex,

    The "update ticket status" in Explore is the saved value. So, in the end, you will be able to contrast with the current stitch using [ticket status]. 

    Best regards. 

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  • Alex Edwards
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    Hmm so in that case it seems that right now the historic ticket status for an update is not available in Explore. Is that planned?

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  • Brett - Community Manager
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    Hey Alex,

    You could use the backlog dataset in Explore to show you the status of the tickets at the end of each date. The documentation I linked should show you the available metrics/attributes within the backlog dataset.

    Let me know if you have additional questions or concerns :)

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  • Alex Edwards
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    Brett, can you clarify if the historic ticket status attribute for a ticket update that is available in Insights will be available in Explore? If there's another way currently available in Explore to count updates by the ticket status at the beginning of the update, let me know, but this is quite different from the status of a ticket at the end of a particular date.

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  • Brett - Community Manager
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    Hey Alex,

    I'm not sure if this will be available in Explore down the road or not but I'll bring this up to the appropriate Product Managers so they're aware of this need. Since Explore is our product we're always looking to make improvements where ever we can so your feedback is truly valuable.

    Thanks again!

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