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Reporting with custom fields



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Rob Stack

Zendesk Documentation Team

Edited Oct 09, 2024


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Hello experts, I have created and added data to the date type fields - 'contract start date' and 'contract end date'  for each organization master for each client company (requester organization).
And also adding a custom field called 'Service Hour' to the ticket fields and adding a number value to every ticket.
What I want to do is sum up the 'Service Hours' of tickets resolved between the 'Contract Start Date' and 'Contract End Date' for each organization and display them in a report or dashboard. I've been looking for a way for a few days myself, but I'm having difficulties, so I'm asking for help.

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Hi Ofer,

Go for Ticket Status Exclude Closed / Solved. And change to "Bar" select all on left site then.

Change Display Value to Show in settings.

 

KindRegards,

Tobias

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Hi Zendesk Community,

I have a customer whose process involves the following:

  1. Ticket is created (email - omnichannel routing is enabled) and gets assigned to the first available agent with capacity. 
  2. Agent responds to customer and updates status of the ticket.
  3. Status update removes the assignee and puts the ticket back into the queue
  4. When the customer responds, the ticket reopens and the next agent is automatically assigned to the ticket
  5. This continues to happen until ticket is finally resolved.

 

The customer wants to be able to measure the time between assignment and when the agent opens the ticket (for each individual assign on a ticket).

They also want to be able to measure how long each assignee is active on that ticket, i.e., from timestamp when the agent opens the ticket to when the status is updated to Pending/On hold/ Solved.

This obviously needs both custom attributes and metrics. However, I am struggling to create an attribute that captures an Assignee Name at a point in time of the ticket journey. The only value available in Explore is the current assignee. 

The custom metric would need to be the difference between two timestamps, but given their process, the status flip flops between Open and predominantly Solved and the challenge is being able to associate that timestamp with the specific Assignee at the time.

Any ideas would be gratefully received.

 

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Is there a way that we can report on the Organization Custom Fields other than the standard fields as below:

 

Hi Bobby​,

You can report on organization fields to a certain extend when working in the Talk dataset in Explore. You can find the list of reportable org fields here: https://support.zendesk.com/hc/en-us/articles/360022365173

For example:
-Organization name
-Organization ID
-Organization domains
-Organization status
-Organization tags

Note that custom org fields (or fields outside of the list above) will not be available for reporting in Explore, but we are happy to forward any field requests as product feedback to our Explore team.

Hope this helps Bobby​ and let us know if there is anything else we can assist with.

Warm Regards,

Eric G. Gao | Technical Support Engineer | Zendesk

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