Why does the data in my report change over time?

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4 Comments

  • Hannah

    This article answered my first query. How does ZD recommend we work around this?

    My example: I want to create weekly, monthly, quarterly and yearly reports that are comparable.

    What's your advice?

    Example of one of my reports below

    Thanks in advance

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  • Elaine
    Zendesk Customer Care
    Hi Hannah,

    Zendesk recommends several ways to work around the potential changes in past data over time, particularly when dealing with data sorted by the date a ticket is solved:
     
    1. Scheduled Reporting: Instead of relying on real-time reports, consider scheduling regular reports to capture data at specific intervals, such as weekly or monthly. This can provide a more stable view of your metrics, even if individual ticket data changes.
    2. Historical Reporting: Use historical reporting features to access past data snapshots. Zendesk provides the ability to generate reports based on specific date ranges, which can help you maintain consistency in your historical data analysis.
    3. Monitor for Ticket Reopens: Keep an eye on tickets that are re-opened. This way, you can make adjustments to your reporting or analysis when necessary, considering the impact of reopened tickets on your metrics.
    4. Consider SLAs and First Reply Time: Understand how Zendesk SLAs work, especially the first reply time target, which starts when a ticket receives its first public comment from an end user. Be aware that this can influence your first reply time average.
    By implementing these practices, you can better manage changes in historical data and maintain accurate reporting in Zendesk. It's important to adapt your reporting strategies to accommodate the dynamic nature of ticket data in a support environment. I hope this helps!
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  • Hannah

    Thank you!

    Re point 2 

    1. Historical Reporting: Use historical reporting features to access past data snapshots. Zendesk provides the ability to generate reports based on specific date ranges, which can help you maintain consistency in your historical data analysis.

     

    What do you mean here? To use the history dataset I take it in reporting?

    Thanks for all help! 

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  • Salim Cheurfi
    Zendesk Customer Care
    Hi Hannah,
     
    I'm jumping in to help, 
     
    By using the historical reporting feature, we mean using the Ticket update History dataset with specific dates on the updates so you can know exactly what happened to a ticket, even if for example the ticket was updated got reopen and the solved is not counted in the Support Ticket Dataset anymore as this dataset contains general ticket information, not including changes or updates to tickets.
     
     The Backlog history dataset is as well a good way to see a snapshot of unsolved tickets at any given date
     
    For example, with the Update History Dataset we can see the exact time when a ticket was set in pending by an agent even if now this specific ticket is solved.
     
    Another really useful way to capture the results at X date and compare the same result again at Y date is to export your report, so you always keep an archive of what your report looked like at a different date.
     
    If you use a dashboard, you can even set automatic exportation so you can keep a trace of exactly what your report looked like each month or each week and easily compare them. 
    You will always find a way to retrieve the date through the Update History dataset, you will be able to know who clicked on solve at X moment even if the ticket was reopen. 
     
    I hope this helps
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