Metrics and attributes for Zendesk Support

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45 Comments

  • CJ Johnson

    Jon Durlauf there's not a way to do that, unfortunately. You can upvote the request for this feature here though: https://support.zendesk.com/hc/en-us/community/posts/4409217083034-Report-on-Received-At-Email-Address?page=2#comments

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  • Brett Bowser
    Zendesk Community Manager

    Hey David,

    Excellent question! Answer Bot reply does not count towards the First Reply Time metric. FRT requires a public response from an agent on the account.

    Let me know if you have any other questions!

    1
  • Gab Guinto
    Zendesk Customer Care

    Hi April,

    You can create an attribute that could identify the timestamp/date that the status was changed to Closed is through the Ticket updates dataset. Only through the Updates dataset can you create this custom date attribute. Here's how the formula should look like:

    IF ([Changes - Field name]="status" AND [Changes - New value]="closed")
    THEN [Update - Date]
    ENDIF

    With this, you can create a report based on or filtered by the date the tickets were set to closed. If your reports are under the Tickets dataset, then I'm afraid there is no workaround for this.

    1
  • CJ Johnson

    Is there any plan to include an "end-user replies" in the Support Default dataset? It seems extremely strange that it's not available in this one. 

    1
  • Jon Durlauf

    Is there an attribute for email support addresses?

    We have a large amount of email support addresses setup on our instance (all with a zendesk.com domain). In an effort to clean-up and pair-down these addresses, we would like to create a query to see how many emails are being sent to each support address. Any ideas on how to create a query like that?

    1
  • Taylor Edwards

    Could you please update this article with the following metrics:


    Number of New Tickets

    1. This month vs. last month (MTD vs. LMTD)
    2. This month vs. same month last year (MTD vs. LYMTD)

    Number of Solved Tickets

    1. This month vs. last month (MTD vs. LMTD)
    2. This month vs. same month last year (MTD vs. LYMTD)

    Created Tickets vs. Solved Tickets variance on:

    • all the normal date ranges: a single date, last week, last month, etc.
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  • CJ Johnson

    @... That doesn't help me unfortunately, I mentioned I was asking about the Support Default dataset. You cannot use the End User comments very effectively at all in the Updates dataset, because it gets constrained by the time frame. So if you want to see # of end user replies  on tickets created last week, you can't, because then it will only count end user replies at the time of the ticket creation, which is not helpful. That is why my question called out the default dataset. Additionally, the default set has agent replies, but not end-user, which really feels like an oversight. 

    1
  • Kuka

    Hi team Gab Guinto

    So our team wants to do quality assurance for our agent by selecting tickets only works by one agent to measure their issue handling for customer inquiry. Is there any metrics that I can use to do that?

    Context:
    - when we tried to do sampling, one ticket can contain more than 1 agent to solved/closed the ticket

    - we just want to select tickets who works by 1 agent only

     

    could you help with that? Thank you

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  • CJ Johnson

    The Metric "Agents" calculation is non-functional and does not return what is listed as what it is supposed to: 

    Agents The number of active agents and administrators in your Zendesk account. IF ([Requester status] = "Active" AND [Requester role] != "End-user") THEN [Requester ID] ENDIF

    This formula does not return "the number of active agents and administrators on your account". It returns stuff like a 5 agent count for a single Assignee name, and simply does not do what it says it does. 

    1
  • Crawford Philleo

    I'm wondering if there is a way to get the (Agent Replies) metric on the Tickets data set to reflect only public comments by agents that do not contain a specific string. I'm noticing that this metric is pulling in values when we've merged a ticket. I wouldn't count this as a "reply" to the requester. Is this possible? So in my use case, I'd want to be able to have a metric called like "Actual Replies" which would be the same as (Agent Replies) minus comments that include the string "was closed and merged into".

    0
  • Inbal Ketzef

    hi trying to create a query combined of both history updates (i.e tickets that were assigned from one group to another) and other attributes (mainly status and tags) - how do I do that?

    0
  • Admin

    Does an Answer Bot reply count as a agent First Reply? 

    0
  • CJ Johnson

    The Update - Timestamp Attribute appears to be missing from the Dataset for Support Updates. I'd love to know how this is calculated, as I'd like to make one that drops off the seconds from this timestamp. 

    0
  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hi @...

    I checked in with one of our Explore team and they said the metric you made may be returning empty values for a number of reasons: you may have misspelled the field name, you could be using the wrong dataset in the report you're using it in, there may be no tickets that have Motivo Contacto as a value in the subset of ticket's you're looking at.

    Another good point is that if at any point in the life of the ticket that field changed to NULL, even if it is not NULL now, the code you have excludes that ticket. So for tickets that change back and forth, those would not show up with this metric.

    This recipe may help you get it sorted out a bit: Explore recipe: Reporting on the duration of fields.

    If that does't help I'd recommend contacting support so one of our advocates can help you troubleshoot in context and pinpoint what is going wrong!

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Megan Machado!

    I'm a bit confused about your inquiry involving D_COUNT & SLA tickets since D_COUNT is only meant to count specific values.

    But for your statement regarding the time filter, this would depend on your use case.

    Ticket created date - If you want a filter for your report on when the ticket was created. For example, if you set it for this month, it would only calculate the SLA % of tickets created for that month. 

    SLA update date - This would NOT depend on the ticket creation date. If you set it for this month, it would only show updates within the month regardless of when the ticket was created. 

    Hope this helps.

    0
  • Marco Malbas
    Zendesk Customer Care

    Hi Allen,

    Thanks for reaching out regarding this. You can use the metric "Unsolved tickets age (days)" for this, similar to what is described in this post: https://support.zendesk.com/hc/en-us/community/posts/360029582253-Unsolved-Ticket-Aging-Reporting

    This would unfortunately not be able to only show business days, and there is no available metric at the moment that would achieve this. I would suggest posting this as a feedback: https://support.zendesk.com/hc/en-us/community/topics/360001200913--Feedback-on-Explore-

    Hope this helps! Cheers!

    Marco M. | Zendesk Support

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  • Allen Lai / Head of CX @ Otter.ai

    Is there a way to show/calculate the age of unsolved tickets in business hours/days?

    0
  • Elaine
    Zendesk Customer Care

    Hi Justin,

    There is currently no way to create a report on the content of a comment within a ticket may it be public or internal.

    The ticket comment data is not synced into Explore and this was intentionally designed to optimize the performance consistency and scalability of Explore for all of our customers.

    The workaround I can think of is for you to copy the keyword/keyphrase from a ticket comment, paste it into a custom ticket field (this could be a Text (single line) type or a Multi-line type of custom ticket field), and create a report on this custom ticket field in Explore.

    Hope this helps! Stay safe! (:

    0
  • Rosie Balagbis
    Zendesk Customer Care
    Hi Kautsar, 

    To specifically report one agent to measure his ticket handling, you can add the attributes "Assignee name" then select the agent name and apply. 
     
    Please make sure that you select the Tickets dataset

    A simple query may look like this for your reference: 

     

     
    0
  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    I would recommend utilizing the following metric in your report. You can find more info on this and more in our Metrics and Attributes article.

    Requester wait time (min) The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed.

    (Requester wait time (min))

     

    Best regards. 

    0
  • Sigmund Domingo

    What is the difference between the Updates History attributes:

    "Update - Minute"

    and

    "Ticket updated - Minute"

    I am trying to create a calculated attribute that would combine the hour and minute attributes as we have no native 15-minute interval attribute. However, I do not know which of these two Minute attributes to combine with the Hour ordered attribute I have created.

     

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  • Jon Durlauf

    Thank you, CJ Johnson! Just added my vote. 

    0
  • Taylor Edwards

    Gotcha. 

    The D_Count(Assignees) seems to work for me with Assignee Email on rows, filtering to Assignee Role = Agent.  It lists a 1 for those still active, and a 0 for those who are no longer with the company.  Of course that doesn't get me all the way to where I want to go, so I've got to filter out agents that have a license in our instance that are in a different section of the company.


    Hopefully they fix the Agent formula soon.

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  • CJ Johnson

    Hi Taylor, 
    Unfortunately, it does not, I opened a ticket with Support and they agreed the issue is how this metric is written, and that it cannot return "all active agents and admins". 

    Edit: Part of why I'm posting because that support conversation was like, a month ago and this article is still wrong, the formula hasn't changed, so I figured I'd warn others that yeah, this metric just doesn't work. 

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  • Justin

    Hi guys, 

    Currently, I'm using a calculated attribute based on the ticket subject, however, instead of using the ticket subject I want to use the ticket note internal/public to have an in depth analytics. Do you this this can be done? Is yes, what variable I should use in the attribute syntax? 

    If not possible, is there an ETA when this will be possible? 

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  • Taylor Edwards

    CJ,

    What may work for you is a D_COUNT of Assignee as a metric with Assignee Name or Assignee Email in the rows section.  And then filter that on Assignee Role = Agent.

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  • Admin

    Awesome! Thank you.

    0
  • CJ Johnson

    I am pretty sure that the metric for Update Country is not functional. 
    This is what the formula shows; 
    REGEXP_EXTRACT([Update country and region],"[^, ][\w\.\-'ç\(\)\/) ]+$|Congo|Iran|Korea, Republic of|Macedonia|Palestinian Territory|Taiwan|Tanzania|Virgin Islands, U.S.|Virgin Islands, British")

    That returns nothing, 100% of the time. Update country and region, returns just fine, so it definitely seems like a formula problem. 

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  • Marco Malbas
    Zendesk Customer Care
    Hi Ulises, thanks for your question. There would be no way to create a report with Explore at the moment just with the user and their number. But I would suggest posting this as a feature request: https://support.zendesk.com/hc/en-us/community/topics/1260801325209--Feedback-Reporting-and-analytics-Explore-
     
    You may also want to look into exporting a list of users. Though a full User XML export will export only primary numbers. You may check this article here for more information. https://support.zendesk.com/hc/en-us/articles/4408882924570-How-do-I-export-a-list-of-users-
     
    Hope this helps! Cheers! 
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  • Ulises - Bring IT

    Hello,

    How can I obtain a report with the number registered under the User profile? I am unable to locate this option in the Support dataset.

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