Using forecasting to predict results

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14 Comments

  • Daniel Duan
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    I'm very interested in this 'forecast' function, and may I have a rough picture on what is the mechanism of this predicting function?

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  • Ryan Mumby
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    Kind of what Daniel's asking as well, I'd like more in depth info on how "Additive trend and multiplicative season or Additive trend and additive season method options" work and differ from each other.

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  • Rob Stack
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    Hi Ryan, I'm digging into this question, and I'll try and get you an answer and update the docs as soon as I can.

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  • Rob Stack
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    Hi again Ryan, I received some quite in-depth information about how forecasting works, and have added it to a section at the end of the article. I hope this helps, but if you have any problems, do let us know. Thanks! - Rob

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  • Ryan Mumby
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    Great, thanks Rob. Some of it's a little over my head as an admin, but it definitely gives me more to go on, especially so I can communicate it to and work with our own internal analytics and reporting teams!

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  • Emma MacDonald
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    Hi! My team was so excited about this feature, but we're having a really hard time getting it to work. We keep getting the error "forecast error year missing. If we're just trying to predict tickets created by week, and we have at least 2 years of data, what is the error referring to?

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  • Rob Stack
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    Hi Emma, I've opened a ticket on your behalf so somebody can look at your issue more closely. I'll be sure to update the docs if necessary once this ticket is resolved.

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  • Emma MacDonald
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    Thank you, Rob! Appreciate your quick action! 

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  • Jasen Samford
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    I'm also getting the "forecast_error_year_missing" message that Emma mentioned while trying to look at tickets created per month thus far, and using that to forecast tickets per month for the remainder of the year.

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  • Devan La Spisa
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    Hello Jasen,

    I went ahead and ran some tests to see if the following would suffice as a solution to your error and I'm happy to report the instructions below should resolve your issue.

    So when you are using date levels, it's essential to make sure that you have all the appropriate levels in the query for the results to be accurate - and in the right order! If you use [month of year] and you have more than one year of data, the results will be aggregated - i.e., month 1 will show results for month 1 2018, and 2019 added together.

    For this reason, you also need to use the [year] level on the query, before the [month], to split everything out and keep it in the right order.

    Hope this clears things up a bit and let me know if you need anything else clarified further.

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  • Jasen Samford
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    Awesome, thanks Devan! That worked for using all-time data, but if I try to forecast using only 2019 thus far (or 2018-2019), I get a new error that says "You need to have data for at least 2 cycles to forecast your result. Your current cycle length is 24." Any tips for that?

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  • Devan La Spisa
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    Hi Jasen,

    Could you send me a screenshot of the settings you are selecting so I can run this buy one of our experts and see exactly where is mishap is taking place?

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  • John Cason
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    Is there any advice on how to get an external metric (for example "# of our app active users") into Zendesk to use this for forecasting? Would be interesting since our product is evolving and changing and we watch the outside of Explore right now.

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  • Gentry Geissler
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    Hi John,
    Thanks for your question! Unfortunately, at this time there is no way to import sources for Explore. There may be a feature like that in the future, but I don't have any specifics about when that feature will be built and made available.

    Gentry G
    Customer Advocate

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