Creating reports

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15 Comments

  • Laura Mirto

    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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  • Ad Astra

    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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  • Ad Astra

    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.

     

    1
  • Michael Ramirez

    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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  • Dave Dyson
    Zendesk Community Manager

    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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  • vu nguyen

    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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  • Catalina Pabon

    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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  • Chris Horridge

    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.
    1
  • 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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  • Catalina Pabon

    Thank you Gab Guinto

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