Metrics and attributes for Zendesk Support

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77 Comments

  • Duggan Everage
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    Hi Rob Stack,

    Could you confirm that "Update" only does the "last time" a ticket was updated? If I'm in the Ticket Updates dataset, I assumed Update is the specific update that occurred while Ticket Updated was just the most recent update on a ticket.

    Thanks!

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  • Rob Stack
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    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!

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  • 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?

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  • 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!

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  • Rakesh Sisodia
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    Hi All,

    Is there a way in Zendesk Application that we can fetch out assignee's' email?

     

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  • Rob Stack
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    Hi Rakesh Sisodia yes, you can include the attribute Assignee email in your reports from the Support: Tickets dataset. Hope that helps!

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  • Chee Lee
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    Hi,

     

    Would it be possible to change the backlog snapshot time from 5AM to 5PM?

     

    Thank you,

    Chee

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  • Katie Dougherty
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    Hi Chee Lee,

    I'm afraid the backlog timeframe cannot be customized in a report.  Explore collects backlog information once a day at 12:00 UTC time. For more information, see the article: Metrics and attributes for Zendesk Support. 

    Please let me know if this answers your question!

    I will be sure to pass along your feedback internally, and if you would like to provide feedback directly to our Explore Product Team, you can do so on the Feedback on Explore Community page

    Have a great rest of your day! 

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  • Nick DeSpain
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    Hi All,

    Can a metric be created that gives the duration in minutes between the requester's reply and the agent's reply?

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  • 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!

     

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  • 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

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  • Nick DeSpain
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    Hi Brett,

    I don't see the SLA Metric Value, SLA Metric, or SLA Metric Instance in Explore.

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  • Hannah Meier
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    Hey Nick,

    You'll need to use the Support: SLA's dataset in order to report on the SLAs in a ticket. If you do not have any SLA's set up, there will be no SLA data, so you won't be able to use that dataset.

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  • Vassilios Lourdas
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    Hi all, maybe a bit weird question. I see the following:

    Ticket group Name of the group where the ticket was assigned.

    This is not really clear to me... What I mean:

    - The ticket was assigned, when? Upon creation? Currently assigned?

    I am asking because I would like to make a report that includes tickets created at a specific period and I would like to indicate to which Group were those tickets assigned upon creation. Any ideas how to achieve this?

    Thanks a lot for your time!

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  • Devan
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    Hello Vassilios Lourdas,

    To help clarify this, you can use the Update Ticket Group attribute in the Support: Ticket Updates dataset if you want to see the values throughout updates made to the ticket. So, in short, this would be upon assigned in for your use case.

    Best regards. 

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  • John Tieu
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    Hi,

    In GoodData I was able to use the Assignee Updated attribute in order to see the last time a ticket was updated by the ticket assignee. The standard Time - Ticket last updated doesn't work for us because it gets updated when an integration or automation updates a ticket.

    Is there an attribute we can use specifically for assignee update?

    Thank you

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  • Devan
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    Hello @John Tieu,

    At this time, Explore isn't able to replicate this function from GoodData. I would recommend sharing your use case w/ our developers in our product feedback forums so they can consider implementing these changes in a future update. 

    Best regards. 

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