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Using forecasting to predict results



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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16 comments

Hi @... and thank you for the article! I am currently in the process of writing a master thesis on tickets' volume forecasting and I was wondering if Zendesk's metrics of forecast (MAE, MAPE, etc) are somehow accessible? It would help me a lot to evaluate my work.

Best,

 

Jacopo Castello

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Rob Stack

Zendesk Documentation Team

Hi Jacopo Castello, these are not accessible from within the product (and I can't see them either), but I'll open a ticket on your behalf to see if it's possible to get you that information. You should hear from us soon. Thanks!

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Thank you @..., I've just seen the request that you created, really appreciated!

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Rob Stack

Zendesk Documentation Team

You're welcome! And good luck with the thesis :-) 

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I've followed the recipe to create a ticket volume forecast based on created month (including the year at the top to resolve the "missing_year" issue but I am running into another issue I can't get around, which is "You need to have data for at least 2 cycles to forecast your result. Your current cycle length is 1". I see others have as well, but no solution was presented for it. Here's my set up, how do I fix this? I want to see the forecast for the next 6 months based on the past 6 months of data.

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Elaine

Zendesk Customer Care

Hi Radu,

Upon checking the screenshot that you have provided, the Ticket created - Year and Ticket created - Month attributes are currently under the Columns section while the Forecast Path is based on Rows which currently does not contain any date-based attribute.

This is how you should set up the forecasting for the next 6 months based on the past 6 months:

 

And this is how it should look like afterward:

Hope this helps! Cheers! :)

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Hi there, Zendesk Team!

I was trying out the tutorial above and am currently scratching my head at finding the following results:

Is there something I'm doing wrong here - or is my company in trouble? 🤣

Thank you in advance!

 

 

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Hi @...
Your company isn't in trouble :)

Indeed those results seems odd, I created a ticket for you in order to take a look directly at what went wrong. You should receive a notification about it soon. 

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This chart doesn't look right because it jumps up in value drastically.

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Dane

Zendesk Engineering

Hi Otter.ai,
 
That definitely seems odd. You are using the recommended attribute year and week.
 
I'll create a ticket for you to investigate on this one further. Please wait for my update via email and let's start from there.

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Following the tutorial and unable to get results either. I get the error "You need to have data for at least 2 cycles to forecast your result. Your current cycle length is 2" 


Edit: You get this error if you have forecast set to rows not columns. One problem solved! 

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I'm now in Week 3 of Support trying to understand why this tutorial, and the tool in general, don't work. :\ 

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It would be great if you could specify a specific date to forecast up to rather than a fixed number of values. This would help me create neat quarterly forecasts which I can set up and leave without the data going beyond the quarter.

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Any idea what is going wrong here? I have followed the article and in April, I had no months forecasting minus tickets but now I do

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Hiedi Kysther

Zendesk Customer Care

Hi James Skene

Thanks for bringing this to our attention. I've created a ticket on your behalf to better assist you with this issue. One of our Advocates will reach out to you for further assistance. 

Thanks! And, have a great day! 

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I am trying to forecast by quarter for staffing needs. When I try, I am only getting forecasted results for Q4. I am not sure what I am missing, I have tried different options for the values to predict and the number of values per cycle & I always get either only 2024 Q4 or Q4 for the next 4 years. 

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