Explore recipe: Comparing today's ticket volume to yesterday's

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9 Comments

  • James Phipps

    Hey Rob,  hope your weekend went well. So for some reason today the calculation is not adding up correctly....I did create a filter to exclude a primary category so it was not part of the tickets created...should I exclude one of the primary categories a different way?

    Total created tickets today (48) after filter

    Total created tickets yesterday (13)

    New variance 500% increase

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  • Rob Stack
    Zendesk Documentation Team

    Hi James, my weekend was good and I hope yours was too! it sounds like what you are doing should work, but it might need a deeper investigation to see what's wrong. I've opened up a ticket on your behalf so we can dig into the problem. Thanks!

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  • Boyan Parshorov

    Hello All,

    Can you please help me do it more like in "Insights":

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Boyan Parshorov,

    Can you please share more detail on what you are looking to accomplish in Explore? 

    Best regards. 

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  • Eric Haley

    Hi, I did this, but when I add it to my dashboard and select the brand filter and the date range, the top number turns to 0 and the bottom percentage is 100%, regardless of which brand or month I choose. What am I doing wrong here?

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Eric Haley

    Thanks for reaching out! Sorry to hear you're running into issues when adding this query to a dashboard. I'm going to pull your request into a ticket so we can get a bit more information about your dashboard set up. 

    Best, 

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  • Shanaaz Banks

    Hi, is there any chance that you can compare against a custom target? E.g. yesterday, our CSAT was 92%, and I want to compare it against our company KPI of 95%.

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  • Shanaaz Banks

    Any workarounds or additional information about the above? 

    Hi, is there any chance that you can compare against a custom target? E.g. yesterday, our CSAT was 92%, and I want to compare it against our company KPI of 95%.

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  • Eric G. Gao
    Zendesk team member

    Hi Shanaaz,

    You can compare against a custom target by creating a Fixed Calculated Metric (https://support.zendesk.com/hc/en-us/articles/360022366973-Adding-fixed-calculated-metrics#topic_xdd_441_hy), which would essentially act as a constant and can be used in a comparison with the other metrics.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

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