Explore recipes reference

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111 Comments

  • Rob Stack
    Zendesk Documentation Team

    Hi all, we've got a great new recipe for you today. This one will help you generate a detailed analysis that shows information about what customers are asking Answer Bot and which articles are being recommended.

    Analyzing the last 100 Answer Bot tickets

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  • Mike Wynn

    Hi!

    New to explore and really need a way to show total number of tickets by week for last 90 days that have not been updated by assignee for >30 days. Really struggling how to make this happen in explore. Thanks!

    1
  • Francesco Mantovani

    Backlog Tickets By Month : the link is broken https://explore.zendesk.com/hc/en-us/articles/360034489753-Explore-recipe-Backlog-tickets-by-month

    1
  • Rob Stack
    Zendesk Documentation Team

    We've just added a new recipe in which you'll learn how to create an Explore query that will report on the number of tickets your agents are being assigned each day - Ticket assigns per day

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone! We've done a redesign of this recipes reference page to make it easier to search for what you need. Additionally, we've also added a community section to the list where we'll feature the best Explore recipes and tips we receive. Feel free to post your own tips at User Tips & Tricks. We love to see what you do with Explore!

    1
  • Rob Stack
    Zendesk Documentation Team

    Hey everyone, we've just added a great new recipe that lets you calculate the percentage change in ticket volume between two time periods and then break this down by the values in a custom field. As well as being a useful report in itself, it's also very easily customized to report on other metrics.

    Time over time percentage change for a custom dropdown ticket field

    1
  • Fiona

    Thank you for sharing this, Rob! I wasn't far off when I was playing around, so this is great validation!

    Fiona

    1
  • Rob Stack
    Zendesk Documentation Team

    Happy to help! There are a lot of metrics and attributes to absorb when you start using Explore. Sometimes, just (and pardon the pun) exploring is a great way to learn :-)

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another new recipe to end the week!

    This give you a query that shows solved ticket trends by assignee name.

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, hope you are well!

    For those of you using the Support Social Messaging add-on, we've just released a new recipe to help you create Explore reports based on tickets generated by the add-on. We hope you find this useful!

    Monitoring your social media channels

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've just added a new recipe that helps you breakdown calls from each of your Talk numbers and the tickets created by each call.

    Reporting on calls received per Talk number

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another new recipe is out today. This one demonstrates a really clever way of using Explore's powerful string manipulations to get your ticket tags looking just how you want them.

    0
  • Felipe Dias

    Hi, I would like to see a metric that shows the chatzendesk status duration for an agent, which calcuates how many minutes/hours the agent "online" or "away" during a certain period. Does it exist? 

    Thank you

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi all, we've just added a great new recipe. This one is a little different as it takes you through the entire process of creating queries, adding them to a dashboard, then creating dashboard filters and bookmarks. It's a great way to get used to this process.

    Taking dashboard filters and bookmarks to the next level

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  • Rob Stack
    Zendesk Documentation Team

    Hi, another new recipe that enables you to report on the number of tickets solved by articles linked to the ticket using the Knowledge Capture app.

    Count of tickets solved by linked articles by month

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi all, it's been a good week for Explore recipes and we have another three for you:

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi, another new recipe - Tickets created by agents or end-users

    Use this recipe to create a query that shows the number of tickets being created by agents and end-users.

    0
  • Moises Ortiz

    We used to have a Top Incident description stacked area chart in insights that would looks something like this. I dont see a way to select just the top "Incident Descriptions" by ticket count. Is there any way this can be done with Explore?

     

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've released a new recipe to create an Explore query that shows the top problem tickets by number of unsolved incidents that are attached - Explore Recipe: Top problem tickets by unsolved incidents

    0
  • Rob Stack
    Zendesk Documentation Team

    Remember, if you'd like to keep up to date with new recipes as they are released, click the "Follow" button at the top of this article.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi all, happy Friday!

    We've just added a great new recipe that uses the Ticket updates dataset to find the first agent a ticket was assigned to.

    Explore recipe: Finding the first assignee for a ticket

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  • Rob Stack
    Zendesk Documentation Team

    Hi all, we've just added a new recipe that gives the number of interactions each of your agents had with tickets over a date range you specify.

    Count of agent interactions with tickets

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've got a great new recipe that helps you calculate the satisfaction score for your agents based on the good or bad ratings their tickets received:

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi all. We've added a new recipe to help you track abandoned Talk calls over time.

    Calculate the percentage of inbound abandoned calls within a time frame

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi, another great recipe for you today. This is in response to a couple of you asking if you could display the current date in a dashboard. That's not built into Explore, but this recipe uses a clever attribute trick to let you do this.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've just added a new recipe for Talk:

    Declined and missed calls by ticket ID and agent leg

    We hope you find this helpful!

    0
  • Segio Daniel Hernández

    Hi @Rob

    Thank you! There's a way to know how many time a ticket spent in a status?

    i.e. How many time our tickets spent in hold or pending?

    And in which tickets a trigger made changes?

    Thank you in advance :)

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi everyone. We've just added a new recipe that uses the bubble pack chart type to give you a great visual representation of where your chats are coming from - Identifying where chats originate

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  • Rob Stack
    Zendesk Documentation Team

    Hi all, we've just added a new recipe to help you use forecasting in Explore. The recipe is for ticket volumes, but can be repurposed to work with many different date-based reports - Forecasting ticket volumes by year

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've added another new recipe today that counts the number of agent comments made on your tickets over a time period you specify.

    Counting agent comment updates

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