Understanding datasets

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  • Kyle Clark

    I'm wanting to report on the "Initial Group" or "Previous Group" for tickets that have a SLA breach. I can create a query with a table of breached tickets from the tickets dataset, and can create a query with a table of tickets and their "First Group" or "Previous Group" (but I can't make this table for only SLA breach tickets). Is there a way to do this? We have done all that we can on  reporting and changing behavior with regards to First Reply Time. We now need to report on the groups that are re-assigning tickets late to further improve. I'm thinking that I'll just have to report on new tickets that are not updated in less than 8 business hours (but SLA would be preferable). Thanks

  • Nilton Nakate

    Hi, I'm trying to use custom fields in explore and I couldn't find it.

    Is there any way to use custom fields in the Sales database?

  • Hi,

    What's the reason why the metric called Solved tickets in the Tickets dataset shows a different value than the metric called Tickets solved in the Ticket updates dataset.

    Should they not both show the same amount of total solved tickets?

    See below:




  • Dave Dyson

    @... our product manager has responded to a similar question in the comments thread here: Metrics and attributes for Zendesk Sell (Beta), namely that this is an area of focus for that team.

  • Dave Dyson

    Hi @..., one of our intrepid community moderators provided some insight into your question here: Tickets vs Ticket Updates Datasets yield different results for solved tickets. Hope that helps!

  • CJ Johnson

    An image has been removed from this article in the last week. It is still being referenced in the text: 
    " In the example above, a count of ticket ids by assignee name will return all tickets with or without an assignee." 

  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi CJ Johnson, that text is actually referencing the example introduced in the preceding paragraph ("An example of this is a query that counts ticket updates by assignee name"). I've double-checked to make sure all images are still in the article!


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