Metrics and attributes for Zendesk Guide

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  • MT Steve Tilley


    I'm currently trying to build a bit of a handover dashboard and want to show a count of the top problem IDs for the last 12 hours.

    Is there a way to get a metric to filter when tickets were initially marked as incidents and assigned to a problem ID?


  • Dane
    Zendesk Engineering
    Hi Steve,
    You can try to use this formula to extract such tickets. 
    IF ([Changes - Field name] = "type"
    AND ([Changes - Previous value]=NULL OR [Changes - Previous value]="Question")
    AND [Changes - New value]!="Incident")
    THEN [Update ID]
    Afterwards, modify this simple query depending on your preference.

  • Brianne Reinhardt

    Is there a recipe for upvote count, downvote count, vote date, and user role, name, email for article votes? I see it for the Community posts, but not the articles.

  • Christine
    Zendesk Engineering
    Hey Brianne, 
    The current dataset only provides the net votes (SUM of upvotes and downvotes) and calculating them separately is not yet possible.

    Also outlined in Metrics and attributes for Zendesk Guide:

    Votes currently reflect the sum of upvotes and downvotes. For example, if you had ten upvotes (which each add one vote to the total) and five downvotes (which each subtract one from the total), this metric would return "5".

    In Q3 we will roll out the article upvotes and downvotes metrics. We're working on it as we speak, you may follow this similar feature request that is already marked as Planned by our Product Managers.
  • Laura Dell'Angela



    In the Team Publishing metrics, the metric Articles published has the following formula:

    IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF

    I thought this was a mistake. The metric says that it counts the number of articles that have been published and not the translations that have been published. Yet when reviewing the metric in Explore, the formula is the same.

    Should it not be

    IF [Publishing event type - Unsorted]="Article published" THEN [Event article ID] ENDIF

    and then a second metric for Translations published?

    Or maybe I am misunderstanding this. Could someone please enlighten me on this?

    Thank you in advance!

  • CJ Johnson

    Laura Dell'Angela Yep, you are 100% correct, it makes no sense. It's been broken for over a year, I've had a ticket open and they know and don't consider it a priority to fix or even publicly post information that it's broken. It's honestly shocking. There's other bad formulas too and they just don't care. Chat Wait time has been broken equally long, and Chat Concurrency AVG has never worked. Zendesk has made it very clear that functional, accurate metrics are not a priority. 

  • Laura Dell'Angela

    Hello, again community. I could use your help.

    I am trying to create some custom reports from the Knowledge Base dataset, but to do so, I think I need a better understanding of the metric 'Articles Viewed'. This is precisely where I fall over, as there are a few items that don't appear logical to me.

    Metric: Articles viewed - formula: [Views ID] + [Views locale]

    1. the formula uses the aggregator D_COUNT. Does this mean that the formula calculates the number of values of the attribute 'Views ID' plus the number of values of the attribute 'Views locale'?
    2. Views locale means 'the ZD locale setting of the article viewer'. Our KB has 10 different locales. Will the D_Count value of 'Views locale' never be higher than 10?
    3. I pulled both attributes used in the metric separately: D_COUNT of 'Views ID' (=490) and D_COUNT of 'Views locale' (=10). Their total (=500) is a lot lower than the result of Articles Viewed (=2298).
      How is the metric adjoining both attributes calculated? It cannot be a simple summation of two D_COUNT(Attribute) Values.

    I get the feeling that there is a very basic understanding of the formulas that I am completely missing here, but as much as I try to wrap my head around it, it doesn't make sense to me.

    Could anyone out there help me with this?

    Thank you very much in advance.


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