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Creating reports



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Rob Stack

Zendesk Documentation Team

Edited Sep 30, 2024


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18 comments

Is there a way to create a query with how long the article views were? 

 

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Rob Stack

Zendesk Documentation Team

Hi Laura Mirto, that's not currently possible with Explore, but you might be able to use Google Analytics to get a reasonable approximation of this.

It's also a great suggestion to add to our product feedback section (see link in the post above).

Thanks!

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Is there a way to build a query of the number of end-users at a specific date? I can see a count of users under People, but I can not choose a date. Example: I want to know how many end-users we had on May 1st. I pulled a report for user data to use the created date, however, the number of users currently is a few hundred off from the count under People, so now I do not trust the report. 

Any ideas?

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Cheeny Aban

Zendesk Customer Care

Hi Melody,

Are you trying to create a query to show the number of end-users created on your account or the number of end-user tickets created for a specific date?

Unfortunately, there is no native way to capture the number of end-users created iin Explore. However, if you would like to capture the end-user created tickets, you can use the recipe: Explore recipe: Reporting on created and solved tickets and use the filter>ticket requester and requested date to see the list of end-users

All the best

 

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hi @..., I was looking for the total number of end-users, completely independent of the ticket data. As we are growing our self-service support, it is important for us to know the number of new end-user accounts each month. 

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Cheeny Aban

Zendesk Customer Care

Hi Melody,

The possible workaround is to use the Filter: Requester Created - Date on your report, so you can view the list of created users on a specific date. 

We understand your need for this functionality so I am marking this conversation as Product Feedback. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

 

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Hi ZenDesk Support Team,

 

Is it possible to export metadata of tickets from ZD and import this data into another API dashboard thats not ZD? 

-Mike

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Hi Michael –

Zendesk integrates with several third-party dashboard products, such as Geckoboard, ClicData, Cyfe, Slemma, and more -- here's a search in the Marketplace for "dashboard": Zendesk Apps Marketplace.

Is that what you're looking for?

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Could I ask a question?

I am using Zendesk Support Professional Trial version, then I can not create a new report by tag. I really need this report. 

So I am confusing that I already used Zendesk support team, but this feature was not belong to, then I am discovery upgrade version but seem can not also. 

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Brett Bowser

Zendesk Community Manager

Hey Vu,
 
If you're using Explore Lite, you won't be able to create custom reports. You need to be on Explore Professional to have access to this functionality. I'd recommend reaching out to our Customer Care team using these steps so they can get you access to trial Explore professional.
 
Contacting Zendesk Customer Support
 
Let me know if you have any other questions!
 

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Hi, 

Is there a way to create a report that gives me the list of tickets according to criteria so I don't get just the number of tickets?

Many thanks

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When I've gone through this very lengthy process of creating a report. How do I actually see the results?

And why does it show agents that are no longer listed as agents in the business?

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Gab Guinto

Zendesk Customer Care

Hi Catalina,

If you add the attribute Ticket ID under Rows/Columns, then you should see a list of tickets included in the report. You can check out this reference to see all the available attributes under the Support datasets: Metrics and attributes for Zendesk Support.

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Gab Guinto

Zendesk Customer Care

Hi Chris,

Once you've saved the report, you can revisit it via the list in your Reports library, or you can add the report to an existing/new custom dashboard. A dashboard can contain multiple reports, so this will be convenient if your team needs to see an overview of different team stats and metrics. 

About downgraded agents showing up in reports – are you referring to user attributes? By default, attributes that query user info like Assignee name will list all users regardless of role. You will need to filter the report further – either through user role attributes or by creating a custom attribute – if you need to display only users currently assigned with the agent/admin role. If your concern is about how downgrading agents affect historical data, then you can check out this post - How to report on agent updates in Explore (when Agents have been downgraded to End users)? to see some recommendations on how you can configure your reports. 

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Thank you @...

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How do you stop a graph showing when building a report

Frustration......

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Dane

Zendesk Engineering

Hi Derek,

The query builder is designed to automatically use the most relevant visualization. If it doesn't suite your needs you can easily change it on "Visualization" section.
 

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Is there a way to build a query or report to show the updated CSAT survey information? Number of tickets scored 1,2,3,4,5? 

 

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