On Wednesday, October 26, from 9:00 am - 10:00 am CDT, we hosted a Explore Q&A event in the Zendesk Help Center. Here are the answered questions submitted from users and a recording of the event that took place. Most of the questions submitted before and during the event are answered below, but if you submitted a question and don't see it listed here, please post your question in the comments below, and we will answer it promptly. Questions about Explore can also be asked in the Explore Q&A topic in the Community.
Video Recording
Questions from the Q&A
Submitted by Tasha T.
Q: Are you able to pull a list of incoming phone numbers thru Zendesk by date?
A: Yes, you can create a query in the Talk dataset with D_COUNT(Calls) as the metric and ‘Call - Date” and “End-user name” as your attributes. The end user name will show the incoming phone number if there’s no name associated with the number.
Submitted by Michelle B.
Q: Why can't Explore give us a clickable link to the ticket, Insights could, and this is a huge issue and is super frustrating.
A: Currently, in Explore, you need to follow this recipe to make clickable links for your tickets: However, we do know that many of our users would like to see this as standard attributes in Explore. Our development team is working to make this happen.
Submitted by Tiger P.
Q: I'd like to know how to see/analyze specific metrics for tickets for a given tag regardless of whether it appears in the settings > tags area of support. I'd also like to know how to see metrics (views, etc.) for a given article in Guide since this doesn't seem visible from the article itself. I can only see views by scrolling through articles by date, which is inefficient when I want to find a specific article's metrics.
A: You can find the information you need to do this in our Reporting with Tags article. We have a new Knowledge Base EAP which lets you report on views of articles using Explore and are looking into adding more Guide metrics in the future as well.
Submitted by Oren I.
Q: I have many queries that I would like to know how to turn into a usable view on a dashboard. For example, I would like to have this query keep the Date filter as part of the dashboard, so no need to change the query itself every month/every time I want to look at a specific time window.
A: You can use bookmarks to save filtered states of dashboards and set a default filtered state for your dashboard.
Submitted by Angie R.
Q: Are we able to access the Queries of the default Zendesk Support Dashboard to understand how they are calculated and use them for other modified queries we may need?
A: To edit the queries on the default dashboards, you will need to create a clone of the dashboard first.
Submitted by Anonymous
Q: How can I extract data in Zendesk, which helps me see how many employees have touched/actioned a certain ticket?
A: You can report on the history of a ticket using the Ticket Updates dataset.
Submitted by Phil W.
Q: I can’t seem to do a year over year comparison of a three month period in a view. How do I do that?
A: You can create a time comparison calculated metric with an offset of 1 year. Then add the time comparison metric to a query with the original metric and filter for the three month period.
Submitted by Chris F.
Q: How would you graph the avg replies? The data is nice, but what would be the best way to show the data graphically?
A: You can change the chart type in the Visualization type () menu on the right sidebar.
Submitted by Vandit P.
Q: We are trying to build a query filter that excludes tickets based on certain tags from its calculation. I am trying to exclude tickets with tags “spam” and “closed by merge” by using a custom metric filter, and I already have one working. Still, I can’t seem to build another such filter in the same custom metric filter, which will eventually end up creating another table column due to it being a separate custom metric filter.
A: You can do so by creating a formula with the following format: IF (NOT INCLUDES_ANY([Ticket tags], "spam",”closed_by_merge)) THEN [Ticket ID] ENDIF.
Submitted by Angie R.
Q: Is it possible to create a full dashboard like the built-in ones? To display like that and not just the query results windows?
A: You can clone the pre-built dashboards following these instructions: Cloning Explore dashboards.
Submitted by Ivan E.
Q: Is there a way to display the Satisfaction Scores with the good/bad comments being displayed, similar to how it was in insights?
A: Yes, there’s a “Satisfaction comment” attribute in the Tickets dataset you can add to your reports.
Submitted by Bradley A.
Q: Does the guide reporting allow me to see reporting that filters views by agents vs. customers? To display like that and not just the query results windows?
A: The Knowledge Base Reporting EAP has an attribute called “Views user role” that captures the user role and sign-in status of the article visitor, for example, End-user (signed in), Staff member (signed in), or Anonymous.
Submitted by Anonymous
Q: Are there any plans to provide a simplified migration process from Insights to Explore? E.g., a 'migrate now' button?
A: Reports do have to be migrated manually, but there are assisted options that can help you. For all of the details, see the article Moving to Explore from Insights.
Submitted by Victor R.
Q: Is Explore a free feature?
A: Explore Lite is included with Support Professional and Enterprise. Explore Professional and Enterprise are paid options, which you can learn more about on our pricing page.
Submitted by Michaele B.
Q: How do we add filters inside a dashboard in the same way it shows up in the Zendesk prebuilt dashboards, across the top of the dashboard?
A: A great place to start would be our article on interacting with dashboards.
Submitted by Jenny N.
Q: Is there a way to see how many tickets an end-user has submitted via the different channels? For instance, we'd like to know if an end-user contacted us via chat AND e-mail within a time frame so we can track how many times customers are using different channels to contact us.
A: You can create a report in the Tickets dataset using the “requestor name” and the “ticket channel” attributes to report on this.
Submitted by Bradley A.
Q: Does the guide reporting allow me to see reports that show how many views by agents vs. customers?
A: Yes, the new knowledge base dashboard features a “Role” filter that lets you differentiate between agents and end-users.
Submitted by Rachel M.
Q:
Not a question, just a comment! The knowledge base EAP – now that many browsers and security apps block google analytics, I think this internal Zendesk-based resource will be an important tool.
A: Thanks! We’re pretty excited about it, too!
Submitted by Ryan B.
Q:
When you choose "Week of Year," is there a way to format differently than "1, 2, 3..." e.g. (The month and first day of week, 1/1, 1/8, 1/15, etc.)?
A: You can follow this recipe to create week buckets for your date attribute: Creating weekly date buckets. You can adjust the DATE_FORMAT part of the formula in the recipe so that the dates show up in the format you want.
Submitted by Ekard M.
Q:
We’re very new with ZenDesk., so sorry for the maybe… “beginner-question.” I tried to set up a query for the number of updates of tickets by hour, which I succeeded in doing for all the tickets. Now I would like to filter the results by days or week. So, my question in specific is, how many tickets were updated yesterday and at what time?
A: You’ll want to add the “Update - Date” attribute to the filters section of the query.
Submitted by Wilson C.
Q:
In Explore for Talk, is it possible to get a metric to find how many calls were answered in some threshold? If I want to know how many calls were answered in a threshold equal or less than 20 seconds, what metric is possible to use?
A: In a new query with the Talk dataset, add Calls to the metrics panel and Call answer time brackets to the Rows panel. This gives you a breakdown of calls grouped into answer times. You can create a custom copy of the attribute to measure precisely the time periods you need.
Submitted by Syed R.
Q:
When you delete a cloned dashboard, do the associated cloned queries also get deleted?
A: Currently, the cloned queries do not get deleted. If you want to delete those, you can do it separately from the queries library.
Submitted by Michaele B.
Q:
How can I show KPI for a current week, as the percent changes from the previous weeks of data?
A: You can do that by creating a date range calculated metric for both “this week” and “last week” and adding them to a KPI query. Then, in the Chart configuration () menu, go to Chart and select the “Show variation” checkbox mid-way down the menu. By default, the variation type will be a percentage, but you can adjust it if you wish.
Submitted by Anonymous
Q:
Is it possible to do a query with two different datasets?
A: Currently, you can’t do this, however, you can display queries that were created using different datasets in the same dashboard.
Submitted by Bill C.
Q:
Is it possible to create a report that shows the # of tickets created and # of tickets solved per month?
A: Our recipe for reporting on created and solved tickets will let you do this. You’ll need to modify the date attributes, but this will get you started.
Submitted by Rachel M.
Q:
Is there a metric for “tickets manually created by an agent” – regardless of whether they are the requester or assignee? Even better if you could see that limited by agents of a particular group creating tickets for their group?
A: You can report on the submitter of a ticket in Explore and filter by Submitter role. In the Tickets dataset, there’s a “Submitter” attribute that returns the person who actually created the ticket. You can also filter by “Submitter role” to find only tickets that were submitted by Agents and Admins.
Submitted by Kelvin C.
Q:
Sorry, what is the difference between live data vs. standard data that are in Zendesk? How stale is the standard data in each dataset - 24 hours old, 12 hours old, etc.
A: For Explore Lite, your data syncs every 24 hours. With Explore Professional and Enterprise, your data syncs every hour. The exception to this is live dashboards and live data widgets that sync in near realtime.
Our next Q&A event
Save the date for our next Q&A event on Support Email settings & triggers taking place Thursday, November 19, from 11am to 12 pm CST. More information coming soon! Be sure to subscribe to the Announcements section of the knowledge base or the Announcements and Info topic in the community to receive notifications when the registration for this event is open.
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