Analyzing your Support activity with Explore

Return to top
Have more questions? Submit a request

8 Comments

  • Mike Sanchez

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

    0
  • Brett - Community Manager
    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!

    0
  • Mike Sanchez

    Hi Brett - Community Manager,

    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!

    0
  • Brett - Community Manager
    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.

    0
  • 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? 

    0

Please sign in to leave a comment.

Powered by Zendesk