Metrics and attributes for Zendesk Support

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81 Comments

  • Duggan Everage

    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
    Zendesk Documentation Team

    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

    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
    Zendesk Documentation Team

    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

    Hi All,

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

     

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  • Rob Stack
    Zendesk Documentation Team

    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

    Hi,

     

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

     

    Thank you,

    Chee

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  • Katie Dougherty
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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

    Hi Brett,

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

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  • Hannah Meier
    Zendesk team member

    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

    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 - Community Manager
    Zendesk Community Team

    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

    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 - Community Manager
    Zendesk Community Team

    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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  • Kristel Kos

    Hi, in Insights it is possible to report on Event (e.g. Date (Event)). Where can i find this in Explore?

    Or do i need to use a different attribute for this?

    Thanks

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Kristel, 


    Thanks for reaching out! The Date(event) attribute does not exist in Explore at this time. Instead, you'll find that the Time - Ticket Update attribute within the Support: Ticket Updates will work similarly as it will return: 

    A collection of attributes that return the time of each update (such as a comment) in various time measurements.


    Hope this helps!

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  • Bernard

    Hello Zendesk Support

    I hope you are fine. 

    I have to migrate this graph from Insight to Explore. But I have no idea about which dataset I have to use. I Did not find anywhere the attribute Week (mon-Sun)"Assignee update" or its equivalent in Explore. Could you Help me? Could you also confirm that if I have to get the total touched tickets I have to create a new metric which would be the sum of one touch, two touch and multiple touch tickets?

    Thanks for your help.

    Regards

     

     

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  • Kay
    Community Moderator

    Hi Bernard,

    For the metric you are definitely looking at the the Ticket Updates Dataset.

    You are correct. The attribute Week (mon-Sun)"Assignee update doesn't have a native equivalent in Explore.

    I believe you might be looking for a custom metric that shows
    All ticket updates where Assignee ID = Updater ID, shown as a COUNT.

    On the FILTER of the report you'll want to check against Time - Ticket update > Updated Date

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