Using forecasting to predict results

Return to top


  • Jacopo Castello

    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.



    Jacopo Castello

  • 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!

  • Jacopo Castello

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

  • Rob Stack
    Zendesk Documentation Team

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

  • Radu Văduva

    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.

  • 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! :)

  • Cristina Marie Deane

    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!



  • Thibaut

    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. 

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

  • Dane
    Zendesk Engineering
    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.
  • CJ Johnson

    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" 


Please sign in to leave a comment.

Powered by Zendesk