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Metrics and attributes for Zendesk Support



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Rob Stack

Zendesk Documentation Team

Edited Jan 08, 2025


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136 comments

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Ivan Miquiabas

Zendesk Customer Care

Hi Bryan, 
 
Thanks for reaching out to our Community! 
 
Thanks Pedro fro chiming in, I agree on what Pedro has advised, you can utilize Tags as an identifier to create reports in Zendesk explore for comment content. You can be guided by this article
 
Hope that helps!  

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Is there a way to track the time added on a ticket via the time tracking app for tickets that were re-opened? I'd like to see the time added on a ticket before a ticket was solved and then re-opened. Then I would like to see the time added on a ticket after a ticket was re-opened then closed. I opened a ticket but support was unable to help.

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hey Rob Stack

I think this guide needs to be updated to include the new AI attributes e.g Sentiment etc. :)

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Erin O'Callaghan

Zendesk Documentation Team

Hi Amie Brennan, thanks for calling this out! I've updated the article with the six intelligent triage prediction-related attributes: IntentIntent confidenceLanguageLanguage confidenceSentiment, and Sentiment confidence

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Ivan Miquiabas

Zendesk Customer Care

Hi Hannah, 
 
Thanks for reaching out! 
 
Ticket updates as a metric are all tickets updated within the status of Open, pending, solved and on-hold. 
 
 
Hope that helps! 

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Hi team, would like to ask only what would be the formula if I would only like to get the over all total number of hrs/days a ticket is put to on hold status? Can it be calculated also if the ticket is still in on hold status as of the moment?

 

Tried to use formulas above but it does not provide the over all total. it provides duration only each time the ticket was put to on hold status

 

For example, a ticket was put to on hold like 5 times in its life cycle, and ticket is still on hold today, would I be able to get the overall count the ticket is put to on hold and the running time until the day I extracted the report which is today?

 

thank you in advance

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Elaine

Zendesk Customer Care

Hi Jules,
 
I hope you're having a wonderful day!
 
I wanted to ask if you've had a chance to explore the adding total of the results feature. I believe it could provide the data you need to view in the report you've created for summing up the duration of the on-hold status of the ticket.

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Hi Elaine,

 

yes, i tried to use adding total of result but not getting the correct computation. Tried to check on 1 ticket only, it does not give me correct total of on hold status if I computed manually.

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Wondering about the SLA Attribute ‘SLA Metric’  Instead of ‘First_reply_time’ and ‘Next_reply_time’ i'm only seeing ‘reply_time’  is there another way to determine which is first and which is next?

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Hi, I want to create report with time left until Resolution SLA breaches. Something like:

SLA_resolve_time - time_since_ticket_is_open + time_when_ticket_was_on_hold.

 

Is this something You can help me with?

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Hi, the definition for : 
Agent replies = The number of public replies added to a ticket by an agent.

However, I noticed that it includes the count for automatic reply applied by triggers and it also includes the CSAT automation trigger sent. 

Can i confirm is that correct? 

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Hi, can i follow up please? 

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Gerald J

Zendesk Luminary

For Group SLA dataset, what attribute indicates the Ticket Group that fulfilled the ownership time and not the current ticket group of the ticket? Should the flow is assigning it back from the internal group to the customer facing group.

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Hi Team - can someone explain this further: Doesn’t include tickets solved and reopened during the same update.

 

From the metric:

Reopened tickets

The number of tickets that were reopened after being solved. Doesn’t include tickets solved and reopened during the same update.

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James G

Zendesk Customer Care

Hello GoGet Support,
 
Agent replies should solely include responses from an agent, as outlined in this article - What is the difference between public comments and agent replies in reporting?. If you are noticing that responses from business rules are being included in the count, please consider submitting a ticket so we can investigate further.
 
Hello Gerald, 
 
Regrettably, we do not have an attribute that can provide the name of the group that breached a target. The only attribute available in the Group SLA dataset is the Ticket group, which indicates the current group assigned to the ticket. 
 
 

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Hi, everyone,

 

I'm trying to create a calculated attribute that would show me how many tickets were created in the last 2 days (today + yesterday) and another one for tickets created more than 2 days ago.

 

Could you help me? I've created different reports for each but it would be better if we had it all in the same table.

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