Zendesk Explore recipes reference

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41 Comments

  • Rob Stack
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    Hi everyone, we've added a new recipe today for reporting with Chat - Percentage of chats answered within 30 seconds

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  • Rob Stack
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    Hi everyone. We've just added a new recipe for reporting on customer satisfaction by agent - Reporting on customer satisfaction by agent

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  • Rob Stack
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    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

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  • Rob Stack
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    We've added 3 more recipes today:

    1. A report to show the number of unsolved tickets by group in a bar graph - Unsolved tickets by group

    2. A report that that compares your number of one-touch tickets to your satisfaction survey results - Reporting on CSAT and one-touch tickets

    3. A report that compare your performance to specific SLA targets - Reviewing SLA performance

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  • Rob Stack
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    Another new recipe just added. This one is to help you produce Explore reports based on the activity of the Knowledge Capture app - Analyzing Knowledge Capture activity

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  • Rob Stack
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    Hi everyone, we've just added another new recipe that will help determine which agent was assigned to a ticket when the requester filled out the satisfaction survey - Explore Recipe: Determine ticket assignee when satisfaction rating is given

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  • Rob Stack
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    Hi, we've just added a new recipe that reports on the average first reply time in minutes for tickets solved each day of the previous week - Explore Recipe: Reporting on first reply time

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  • Rob Stack
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    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

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  • Rob Stack
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    Hi everyone. We've just added another new recipe to help you learn about the basics for reporting Answer Bot activity - Analyzing Answer Bot activity

     

     

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  • Fiona
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    Hi Rob

    Thanks for these recipes! Is there a recipe for having %satisfaction score and %satisfaction rated in the same line graph to show these two over time?

    Thanks!

    Fiona

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  • Rob Stack
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    Hi Fiona, it looks like we don't have that recipe, but (and I haven't tested this in detail).

    Using the Zendesk Tickets dataset, add the metrics %Satisfaction score and %Satisfaction rating.

    In the Columns panel, add Ticket created - Date (or any other time-based attribute

    Change the visualization type to line.

    In my test, I also added %Satisfaction surveyed, which I thought added an interesting extra datapoint.

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

    Fiona

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  • Rob Stack
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    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 :-)

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  • Segio Daniel Hernández
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    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 :)

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  • Rob Stack
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    Hi Segio, to see how long tickets spent in a particular status, you can use the Ticket updates dataset. Under the Duration - Field changes section, you'll see metrics that measure the time for each status.

    To the best of my knowledge, you can't directly report about when a trigger made changes to a ticket. However, there is a workaround detailed in this recipe: Explore recipe: Reporting on macros using tags

    I hope this helps!

     

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  • Rob Stack
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    Hi everyone, we've just added three new Explore recipes.

    1. Bad ratings with comments - Show any bad satisfaction ratings submitted with a comment in the previous day and the ticket group the ticket was assigned to. 

    2. Agent interactions on tickets - Show the number of interactions your agents are having on tickets, both with end-users and with each other.

    3. Due date performance report - Report on your agents' adherence to due dates on average at a group level. 

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  • Rob Stack
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    Hi everyone, we've just added a bumper crop of new Explore recipes. We hope you find these helpful!

    1. Measuring the number of incidents by problem - Shows you how to measure the number of incidents by problem tickets.
    2. Tracking ticket assigns across groups - Shows the number of times tickets were assigned from one group to another.
    3. Daily ticket activity in the last 30 days - Shows your daily ticket activity over the last 30 days.
    4. Week over week SLA percentage change - Shows the week over week percentage change in meeting your SLA targets.
    5. Using a Sunday to Saturday week attribute - Shows you how to create a Standard calculated attribute that reports on data by week with Sunday as the start of the week.
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  • Fiona
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    Hi there

    I'm manually inputting NPS scores that each user has assigned us into Zendesk (our NPS survey is sent through a different system). I'm using a numeric custom user field to show this number. I think there must be a way to calculate NPS score in Explore but I'm having trouble figuring it out. Has anyone managed this?

    Thanks!

    Fiona

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  • Molly
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    Hey Fiona!

    To clarify, are you using a custom ticket field to track your NPS results? If so, you should be able to utilize those custom ticket fields in your reporting. If you are using an external system, I don't believe you would be able to sync that information to the native Zendesk NPS information.

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  • Sheedy, Karen
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    I want to create a report (using Explore) that includes BOTH all tickets created Last Month (this report is done) and tickets that were opened prior to Last Month but were unresolved on the first day of last month. 

    For example: All tickets created in June and tickets that were created in May but were still unresolved by June 1. On the same report.

    How can I most efficiently add those "still open as of month start" tickets to my existing report that covers all tickets created last month?

     

    Thank you! These Explore recipes are very helpful. 

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  • Rob Stack
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    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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  • Fiona
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    Hi @Molly VS

    Yes, it's a custom field where I am manually entering the number. 

    NPS is not calculated as a straight average though, which is what makes it tricky. Copied from Hubspot.com "Organize your responses into Detractors (0-6), Passives (7-8), and Promoters (9-10). Subtract the total percentage of Detractors from the percentage of Promoters to determine your overall Net Promoter Score."

    So each number would need to be grouped into one of the three groups. Is there an IF statement that would do this? My number/calculation wizardry isn't at this level unfortunately.

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  • Sheedy, Karen
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    Good morning! I'm trying to create a report of ALL tickets done last month - including tickets that were opened the month before but were still unresolved as of the first day of last month. For example, all tickets created in June, plus tickets created in May that were still open as of June 1. I'm new to Zendesk Explore and so I'm stumped! 

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  • Rob Stack
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    Hi everyone, we’ve just added the following two recipes to help you use Explore:
    We hope you are finding these recipes helpful!
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  • Rob Stack
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    Hi Karen, can I suggest you post your question in our troubleshooting and Q and A forum at https://support.zendesk.com/hc/en-us/community/topics/360001200893-Questions-Answers . Hopefully, somebody there can help you with your question. Thanks!

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  • Rob Stack
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    Hi, we've added a new recipe - Reporting on nested drop-down fields

    This recipe demonstrates how you can use Explore, to analyze the data returned by each level of your custom drop-down lists.

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  • Rob Stack
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    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.

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  • Felipe Dias
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    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

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  • Jessica Blake
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    Hi Felipe,

    At the present time, agent online and away time is not available in the chat data set in Explore. You can see some of this information in Chat Analytics however if you are on the Chat Professional plan or above.

    If you'd like to see this data in Explore, I encourage you to post the suggestion in our Explore Product Feedback Forum for the visibility of our product managers.  Thanks!

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  • Rob Stack
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    Happy Monday everyone!  We've just added two new recipes:

    Total number of assignments - Reports the number of times your agents were assigned to a ticket, even if they are no longer the assignee on the ticket.

    Explore Recipe: Percentage satisfaction score based on agent replies - Shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves.

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