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87 Comments

  • 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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  • Filippo Dell’Anno

    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
    Zendesk Documentation Team

    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
    Zendesk Documentation Team

    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

    Hi Rob, thank you for clarifying

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  • Rob Stack
    Zendesk Documentation Team

    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
    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

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  • 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.

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  • Felipe Dias

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

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  • Rob Stack
    Zendesk Documentation Team

    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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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, hope you are all well!

    We've just finished a new recipe that helps you create a KPI showing the percentage change in created tickets from yesterday until today. We also give you tips on how you can customize this report to show the difference in any metric you want. We hope you find this useful!

    Comparing today's ticket volume to yesterday's

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  • 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!

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  • Rob Stack
    Zendesk Documentation Team

    Hi all, we've added a new recipe today to help you use value-dependent colors in your Explore tables.

    Change color of % one-touch tickets when it reaches a certain value

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've just added a new recipe. This lets you count the number of values in a custom field you specify.

    Count of tickets for a custom ticket field value

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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

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  • 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!

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  • 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

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  • 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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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, hope you are doing well!

    Sometimes, when you are working with custom fields in Support, the value you might want to slice from is a metric and not an attribute (for instance, a product code). You might also have an attribute stored as a number that you want to use metric aggregators like AVG with.

    This great new recipe shows you how you you can easily accomplish this with standard calculated metrics and attributes.

    Converting between metrics and attributes

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  • Rob Stack
    Zendesk Documentation Team

    We've just added a great new recipe for those who use Stella Connect ratings. This recipe will help you integrate those reports with your Explore data.

    Explore recipe: Creating a Stella Connect star rating report

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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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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we have a great new recipe for you today. This reports tickets that were solved with no agent replies, also known as "zero-touch" tickets. 

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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

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another new recipe was just added. This one is for the fantastic new Talk dataset that's just been introduced. This lets you use Explore to report on many of the new features that have been added to Talk over the last couple of years. This first one (hopefully of many) let's you report call quality information on your agents calls.

    Reporting good and bad quality agent Talk calls this month

    Please do let us know what you think!

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've just added a great new recipe that lets you report on the time when a custom checkbox was checked.

    Recording the time when a checkbox was checked

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  • Rob Stack
    Zendesk Documentation Team

    Another new recipe added today for excluding tickets that were closed by merge from your reports:

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  • 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

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