Explore recipes reference

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23 Comments

  • Mike Wynn

    Hi!

    New to explore and really need a way to show total number of tickets by week for last 90 days that have not been updated by assignee for >30 days. Really struggling how to make this happen in explore. Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another new recipe is out today. This one demonstrates a really clever way of using Explore's powerful string manipulations to get your ticket tags looking just how you want them.

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  • Moises Ortiz

    We used to have a Top Incident description stacked area chart in insights that would looks something like this. I dont see a way to select just the top "Incident Descriptions" by ticket count. Is there any way this can be done with Explore?

     

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  • Jacob Johst Christensen

    Hi @...

    You should be able to do that using a Top/Bottom filter.

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another new recipe to end the week!

    This give you a query that shows solved ticket trends by assignee name.

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  • Rob Stack
    Zendesk Documentation Team

    Hi all, a new recipe for you:

    This one's for reporting on Talk callbacks.

     

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  • Rob Stack
    Zendesk Documentation Team

    Another new recipe for you. In this one, you'll learn how to create a query that shows the number of chat engagements by department. The query also uses size encoding to show the average duration of the engagements.

    Chat engagements and duration by department

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  • Rob Stack
    Zendesk Documentation Team

    Another recipe, this time for Chat. This displays the number of chats accepted by an agent as well as the acceptance rate.

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, hope your week is going well so far! We've just added two new recipes for Zendesk Messaging:

    If you're using Explore Enterprise, there are also a bunch of new live data widgets to give real time statistics on your conversations.

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  • Alan Jiménez

    Hello, I'm trying to put together a graph for a presentation where the size of the back log (the number of unresolved tickets at a given moment) is represented on the graph (Y axes) over time (X axes). This could be something like a sample for every week the past 6 or so months.

    It sounds simple to me, but the implementation eludes me completely, and I've not been able to find a recipe for this. Can anyone enlighten me?

    It would also be nice to split the graph afterwards by filtering the types of issues (problems, questions, tasks, etc.) but I think/hope this would be easy(er) once the main concept has been implemented.

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, another great recipe published today to help you track the length of service of your agents.

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  • Rebecca McMurry

    I have multiple Zendesk sites. This https://ziftoneadmin.zendesk.com/hc/en-us and https://zift123.zendesk.com/hc/en-us.  How do I tell Explore that I want to use the data for https://ziftoneadmin.zendesk.com/hc/en-us only?

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've heard that some of you needed a bit more advice on reporting not just about tickets, but users and organizations in Explore. To help, we've created a brand new article, Reporting on user and organization data, and these three recipes:

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've added a great new recipe today. This one helps you calculate your average first reply time, then display tickets that exceed this average.

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, for those of you that use the Zendesk Shopify integration, we've just added a new recipe that helps you report on refunds and cancellations:

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  • Rob Stack
    Zendesk Documentation Team

    Hi everyone, we've got a great new recipe that helps you calculate the satisfaction score for your agents based on the good or bad ratings their tickets received:

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  • Shelly Gurrola

    Thank you for the recipe... my only concern is I can't trust this or any CSAT report until the bug in ZD is resolved. Any assistance you could offer towards that would be so appreciated.

    https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings-

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  • Rob Stack
    Zendesk Documentation Team

    Hi Shelly, thank you for the feedback!
    While there are a few potential workarounds in the article you linked to, I very much appreciate that they might not be suitable for your needs.
    I'll pass your feedback directly onto the CSAT team. I hope this will help!

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  • Melanie Hobman

    @... - To combat this issue, as well as give us more detailed feedback, we use a marketplace app for NPS scores. The developer has blocked the providers that we have reported as providing false negatives in our scoring.  I'm sure other customers have also reported false negatives.  We have not had one in 6 months or so now.

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  • Erin O'Callaghan
    Zendesk Documentation Team

    We've added a new recipe that shows you which agent was the first to publicly reply to a ticket:

    This recipe takes advantage of the recently released earliest and latest date functions.

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Happy Friday, everyone! We've added a new recipe that lets you report on the number of times (1, 2, 3, or 4+) your agents have replied to tickets:

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  • Holly McGinnis

    Is there a recipe where I can calculate if an SLA was Achieved and then breached because a ticket was re-opened?

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  • Clifford James Lacson

    Hello Holly,

    Thanks for reaching out!
    Unfortunately, there is no native way to calculate breached and achieved SLA using the SLA dataset in Explore for reopened tickets. It is a calculated attribute that is only available in the Support: ticket updates dataset.

    One way I can think of achieving it is to use tags on reopened tickets and add them as an attribute for breached and achieved SLA tickets. You may create something like this as your Trigger for reopened tickets:

    MEET ALL OF THE FF CONDITIONS:
    Ticket IS Updated
    Status CHANGED FROM Solved

    ACTION:
    Add tags = Reopened

    And once that tag is added to your reopened tickets, you may add the metrics for SLA which are the Breached SLA tickets and Achieved SLA tickets query using this article: Metrics and attributes for Zendesk Support

    I hope this helps! Let us know if you need anything else. Have a great day!

    Clifford James Lacson |Customer Advocate

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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