Analyzing your Support activity with Explore

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18 Comments

  • Mike Sanchez

    Under Efficiency tab reports and Tickets by first reply time brackets, what does No replies pertain to specifically?

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  • Brett Bowser
    Zendesk Community Team

    Hey Mike,

    No replies will account for any tickets that have not had a first reply time applied yet. This could be new tickets in your account that haven't been viewed by the agents quite yet.

    Let me know if that doesn't make sense.

    Cheers!

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  • Mike Sanchez

    Hi Brett Bowser,

    While playing with the CSV extracts, I noticed the same is true when it comes to tickets that were closed by merge. They are marked as solved/closed while not having a first reply time applied. Do you think these tickets are also being counted in the report under the Efficiency tab?

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Mike,

    Merged tickets with no response would have a null value since no first reply time was fulfilled in the ticket. Those would also show up under this No Replies metric as well.

    Let me know if there's anything else I can assist with!

    1
  • Jón Andri

    On the SLA section, https://support.zendesk.com/hc/en-us/articles/360041487414-Analyzing-your-Support-activity-with-Explore#topic_d5h_ybj_z3b

    The image shows 100% SLA achievement rate, but also 21 achieved tickets and 2 breached tickets. How does that add up in the calculations? I would assume we are looking at ~91% achievement rate as

    21/(21+2) = ~91%

    Even if we add SLA active tickets, and 2 of them breached to this calculations we would get achievement rate as

    (21+7)/(21+2+9) = 87,5% 

    Can you please elaborate more on how the SLA rate is calculated?  
    -we have similar "strange" calculations in our SLA achievement rate which we can not confirm.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jon,

    The article below breaks down how SLA is calculated and goes into depth a bit more on the topic in general. This should answer your question but if you have further questions please don't hesitate to ask. 

    Defining and using SLA policies (Professional and Enterprise)

    Best regards. 

    1
  • Vladimir Petrushenka

    Hi there, 

     

    I'm trying to build a custom CSAT query - in insights for time filter we used, i.e. Week(or Month)/Year (Requester updated), on our view it was the closest that we could use, however, it didn't always give us the most accurate data. For instance, if we continue comms with the customer into the next month, after rating was given in the ticket, that would mean that the rating would be carried into the next month's reporting. I hope this makes sense. 

    So the question is - is there a CSAT specific time attribute in Explore that we could use in our reporting? For example, Date rating given or Date ticket rated etc

    Many thanks, 

    Vlad

    1
  • Samantha Bellach

    Why can't backlog be filtered by Ticket form?  Is there a plan to add more ticket custom fields to the backlog Explore data pool to be able to filter by? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Samantha Bellach,

    We don't have any updates on this feature being added to Explore at this time. I would recommend sharing your use case with our dev team in our Feedback forums so they can consider implementing this change in future updates. 

    Best regards. 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Vladimir Petrushenka

    Yes, that makes perfect sense. You can accomplish this by using the Satisfaction Update Metric and Update Date for your date.

    Best regards. 

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  • bo_zhang

    Hi,

    How can I customize the "Unsolved tickets age brackets" attribute?  Now it is "1 day, 1-7 days, 7-30 days, >30 days, Solved.", but I want to make it as "1 day, 1-3 days, 3-5 days, 5-7 days, 7-15 days, 15-30 days, >30 days".

    Thanks.

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  • Violeta Micu
    Community Moderator

    Hi bo_zhang,

     

    Did you tried to clone the attribute "Unsolved tickets age brackets" according to your needs?

     

    This is the standard formula:

    IF (VALUE(Unsolved tickets age (min)) <= 60*24)
    THEN "1 day"
    ELIF (VALUE(Unsolved tickets age (min))>60*24 AND VALUE(Unsolved tickets age (min)) <= 60*24*7)
    THEN "1-7 days"
    ELIF (VALUE(Unsolved tickets age (min))>60*24*7 AND VALUE(Unsolved tickets age (min)) <= 60*24*30)
    THEN "7-30 days"
    ELIF (VALUE(Unsolved tickets age (min)) > 60*24*30)
    THEN ">30 days"
    ELSE " Solved"
    ENDIF

    This is how you can change it:

    To get 1-3 days instead of 1-7 you can change

    FROM:

    (VALUE(Unsolved tickets age (min))>60*24 AND VALUE(Unsolved tickets age (min)) <= 60*24*7)
    THEN "1-7 days"

    TO:

    (VALUE(Unsolved tickets age (min))>60*24 AND VALUE(Unsolved tickets age (min)) <= 60*24*3)
    THEN "1-3 days"

    Let me know/if it works properly.

    Thanks,

    Violeta

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  • bo_zhang

    Violeta Micu 

    Hi Violeta,

    Thanks for your clarification. I tried that and it seems to work, but not all of tickets ages appear. I don't know whether it is normal.

     

     

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  • bo_zhang

    BTW, how can I create a query based on the on-hold ticket age bracket? I cannot find the attribute of "on-hold ticket age bracket". I want to know how many on-hold tickets there are under different ages. Thanks. 

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  • Violeta Micu
    Community Moderator

    Hi Bo,

    You can replace "Unsolved tickets age(min) with On-hold time (min))

    IF (VALUE(On-hold time (min))) <= 60*24
    THEN "1 day"
    ELSE " Solved"
    ENDIF

    You need to copy the attribute you built for Unsolved tickets and replace it as in the example above and also add the filter Tickets Status = Hold.

    Let me know how this works.

    Have fun! :)

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  • bo_zhang

    Violeta Micu 

    Thanks, Violeta. I am not sure why it is "ELSE ‘Solved’ ". Please check the formula below I set:

    Is it right? 

    Also, you mentioned "also add the filter Tickets Status = Hold", but I cannot find “On-hold" Status in the filter. Is it because there is no on-hold ticket in my email pool now?

     

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  • bo_zhang

    Violeta Micu 

    I tested to put a ticket on "on-hold" status, but there is still no "On-hold" option in the filter of " Tickets Status"

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  • Violeta Micu
    Community Moderator

    Hi Bo,

    You need to make some tests to find an example of on hold ticket.
    First you can go to your Zendesk Support and built a view with ticket status is On hold. Then you will have few examples or at least the one you created.

    After that you can take examples and check them into Explore by searching inside the attribute Ticket id.
    Then add the Ticket status to see if it shows up.

    Regarding the example you created, after how much time did you checked the ticket updated on status on hold in explore? It has to pass aprox 1 hour after you created or updated the ticket.

    Let me know how it goes.
    Thanks

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