Metrics and attributes for Zendesk Support

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73 Comments

  • Eric Norris
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    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.

    3
  • Chris H
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    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!

    2
  • Brett - Community Manager
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    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!

    1
  • William Chase Myer
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    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)

    • Pre-Filtered results (his total history): Eric- Total created:1,194 Total Agent updates: 11,278
    • Time-Ticket Created Filtered results: Eric- Total created:102 Total Agent updated: 1,120
    • Time-Ticket Updated Filtered results: Eric- Total created:102 Total Agent updated: 1,143
    • Date-Date Filtered results: "No data available, check your filters and calculations you have set." 

    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!

     

     

    1
  • 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. 

    1
  • Kristie
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    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

    1
  • Elizabeth Toy
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    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:

    IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")
    THEN DATE_DIFF([Ticket solved - Timestamp], [Ticket created - Timestamp], "nb_of_days")
    ELSE
    IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")
    THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
    ENDIF
    ENDIF
    1
  • Andrei Kamarouski
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    Hi Kyle,
    Just letting you know that the correct attribute is located in Updates dataset and named as Update Ticket Priority.

    0
  • Brett - Community Manager
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    Hey Nick,

    I wasn't able to track down an specific recipe for your use-case, however, you should be able to use SLA's to report on this data as mentioned here: Reporting on next and subsequent reply times

    While the link I attached is using Insights, the same solution would work in Explore.

    Cheers!

     

    0
  • Rob Stack
    Comment actions Permalink

    Hi Duggan Everage

    The metric "Updates" contains the total number of tickets updates made.

    You can see this if you add the attributes Ticket ID, Update ID, and Update - Date to a query with that metric. You'll see that most tickets will have multiple updates. "Ticket updated" is then the last time the ticket was actually submitted (saved).

    I hope that helps!

    0
  • Mitchell Smith
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    Sorry if missing something but for the backlog: "Explore collects backlog information once a day at 12:00 UTC time."
    Is this AM or PM?

    0
  • 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?

    0
  • Niels
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    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".

    • For metric, I'm using count(tickets)
    • Column (Ticket updated - week of year) - or should I use the "time - ticket update" here??
    • Filter: ticket tag = X

     

    0
  • Jacquie
    Comment actions Permalink

    Started to try to replicate our existing Insights custom reports to Explore, however, I noticed that "Date/Month(Event)" is not available in Explore.  I tried using "Updated Date/Month" but it doesn't give me the same results.  We need to be able to see all public/private comments made by all agents by Date/Month(Event) even those done by previous agents whose account has already been downgraded as end-user.

    0
  • Karl van Santen
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    Hi there, 

    Im currently looking at the requester wait time (within business hours). We have a SLA configured that says with a resolve time of 80 business hours. I'd like to use the API for seeing which's tickets should be resolved today or tomorrow in our own application. When I'm looking into the requester wait time, it shows a lot less minutes then I'd expect. But then, the above article writes that the requester time is measured when a ticket changes from new/open/on-hold to pending/solved. Im wondering. why? And how can I see the total of requester wait time, from creating till now. And ofcourse the minutes should not be counted when in the pending state.

    Am I maybe looking in the wrong direction with requester wait time? Do we need other data to get those tickets?

    Thanks already. 

    Karl

    0
  • Brett - Community Manager
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    Glad to hear it Alex!

    0
  • Chris Wooten
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    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?

    0
  • Brett - Community Manager
    Comment actions Permalink

    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 :)

    0
  • Kyle Jones
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    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!

    0
  • James Sanford
    Comment actions Permalink

    Hey Justin!

    You can find more information on when backlog data is captured in When is my Support ticket backlog data available in Explore?

    0
  • Davide Troise
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    Hi There, 

    can you please tell us if the metric "Full Resolution Time" takes into account business hours?

     

    Thank you,

    Davide

    0
  • Marion Evrard
    Comment actions Permalink

    Hey everyone!

    I had a question regarding the organization: could someone explain the difference between Ticket organization name and Requester organization name? To me, it sounds the same, however, in Explore, I have slightly different numbers depending on whether I choose one or the other as the attribute (keeping the metrics and other attributes the same). 

     

    Thank you!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thank you for sharing that feedback, Jacquie.

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Brett - Community Manager
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    Hey Alex,

    I was able to track down a couple of recipes that may help get you the information you're looking for:

    Otherwise, you'll need to create your own calculated metric using the following instructions: Creating standard calculated metrics and attributes

    I hope this helps!

    0
  • Joe Beaudoin
    Comment actions Permalink

    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!

    0
  • Ian Vergara
    Comment actions Permalink

    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.

    0
  • Alex Engel
    Comment actions Permalink

    I'm currently trying to track (support) tickets that have gone more than a certain amount of hours without a public reply from an agent. Using Zendesk Explore, the only thing I can find that lets me track something similar to this is the time since last update. This tracks all updates to the ticket and I only want to track agent public comments on the ticket. Is this possible?

    0
  • Alex Engel
    Comment actions Permalink

    Hi Brett, 

     

    I was able to handle it by setting up an SLA for the specific metric we wanted to track.

    Thank you!

    0
  • Rob Stack
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    Hi Mitchell Smith it does depend on your local time zone. For example, in San Francisco, it's equivalent to 5am. Typing "12:00 UTC" into Google will give the answer in your local time zone. Thanks!

    0

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