Metrics and attributes for Zendesk Support

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23 Comments

  • Niels

    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

     

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  • Patrick Bosmans

    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

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  • William Chase Myer

    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
  • Brynn Gaeta

    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? 

     

     

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  • William Chase Myer

    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

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  • Joe Beaudoin

    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!

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  • Davide Troise

    Hi There, 

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

     

    Thank you,

    Davide

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  • Brett - Community Manager

    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
  • Eric Norris

    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.

    1
  • Giovanni

    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 ?

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  • Kristie

    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.

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  • Rob Stack

    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.

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  • Kristie

    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:

    "The set of calculations Calculated member named 'SUM(sla-dee54f7e9b)' references 'Breached SLA Tickets' which is unknown as measure. isn’t valid. Adjust the calculation and try again. (Error code: 44fb9a9c)"
     
    Would you know why?
     
    Thanks again!
     
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  • Jamey Schrick

    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!

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  • Kristie

    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

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  • Patrick Bosmans

    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.  

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  • Rob Stack

    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.

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  • Elizabeth Toy

    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
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  • Brett - Community Manager

    This is awesome. Thanks for sharing Elizabeth :)

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  • Chris Wooten

    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?

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  • Jessica Blake

    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!

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  • Justin

    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?

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  • James Sanford

    Hey Justin!

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

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