Explore recipes reference

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72 Comments

  • Rob Stack
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    Hi everyone, we've just added a new recipe that gives you your average ticket resolution time not including any time the ticket spent in an on-hold or pending state. We hope it's helpful!

    Average ticket resolution time without pending or on-hold time

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  • Rob Stack
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    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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  • Filippo Dell’Anno
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    Hello,

    I've seen, in the automatic Zendesk support reports, that the "Satisfaction" seems to be a bit different from the one reported through Insights.

    I don't understand if the Satisfaction score (%) take in consideration the 4 bad ratings converted to good ratings.

    Could you please tell me if the 137 good satisfaction tickets include the 4 bad to good ratings, and that consequently the 19 Bad satisfaction tickets is also the final figure?

    Thanks

    Filippo

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  • Rob Stack
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    Hi everyone, we've just added a new recipe that helps you replicate the Satisfaction tab from the Zendesk Support reports in Explore.

    Replicating the Satisfaction tab reports in Explore

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  • Rob Stack
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    Hi Filippo Dell’Anno looking at the query for Good satisfaction tickets, I see:

    IF ([Ticket satisfaction rating]="Good")
    THEN [Ticket ID]
    ENDIF

    So it's reporting tickets where the rating is currently good. which would mean it does include bad to good ratings. I hope that helps!

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  • Filippo Dell’Anno
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    Hi Rob, thank you for clarifying

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  • Rob Stack
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    Hi everyone, happy Friday!

    We've just added a new recipe to help you track your articles performance with the Knowledge Capture app.

    Viewing the Knowledge Base articles most commonly linked in tickets

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  • Rob Stack
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    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

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  • Rob Stack
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    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.

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  • Devan
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    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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  • Felipe Dias
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    Is AMA:Explore: Reporting & Insights Migration going to be a videoconference?

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  • Rob Stack
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    Hi Felipe Dias it's not a videoconference. It will all be conducted as questions and answers in the threads mentioned above. Hope that helps!

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