Announcing the replacement of all-time live metrics with time-bound metrics for Support tickets

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19 Comments

  • C.W. Holeman III

    Another Zendesk announcement, another feature cut. SMH.

    1
  • Jimmy Rufo

    John Costello

    Can we have a follow up to customers that may use the older metrics in custom queries, so the end user doesn't have to search through them to figure out what needs to be changed?

    CC Ana Jones

    0
  • John Costello
    Zendesk Product Manager

    Hi Jimmy Rufo

    John Costello here, these Support Live metrics are pre-made and can't be used in custom queries. Do you mean on custom Dashboards?

    If that's the case from June 2nd we will have an informational message in the Support metrics bring retired with a link referring how to replace it. 

    Let me know if that answers your question ?

    John 

    0
  • Jimmy Rufo

    John Costello, ah I see, if they aren't relevant for custom queries, then I think we're in the clear from my end.  Thanks.

    0
  • John Costello
    Zendesk Product Manager

    Hi C.W. Holeman III

    We have retired these premade Support metrics as we believe there is more value for customers in the time-bound ticket status metrics of 30 and 60 mins for customers in real-time.  

    Was there a Use case you had in mind that we are now going to cause an issue for?

    I would love to learn more.

    John 

    -1
  • Mark Ganusevič

    Hi! Any way to have live dashboard for tickets arrived during the whole working day? (9 or 24 hours)?

    30-60 minutes is really not that useful.

    1
  • John Costello
    Zendesk Product Manager

    Hi Mark Ganusevič

    Thanks for that feedback and to answer you yes we do have plans. Once we retire global metrics we will be providing much more time windows beyond 30 and 60 to introduce 4 hours and 8 hours. 

    Would you have an order of preference Mark of time windows in realtime for Support tickets ?

    Regards

    John 

    -1
  • Mark Ganusevič

    Thanks for the reply John Costello

    Ideally, it should be possible to cover the timespan until you can get the daily data, so:

    - # of active tickets right now (per status, except closed)

    - tickets in the past 9, 12, 24 hours.

    1
  • Jessica Strozyk

    That's unfortunate. I liked having a self-updating status on the current ticket situation. The time-bound metrics are not really that informative.

    2
  • Charlie Tranen

    The little warning message "new versions of metrics available" when I am in edit mode in a dashboard makes me unable to scroll to the bottom where the "export" button is. How can I solve that?

    1
  • Otavio

    I'm really confused about all this.

    We have custom dashboards and queries and all the information we get is about the current week and not days or minutes. How did we get into this situation?

    Will we need to get the results hourly so we don't lose information?

    2
  • Richard Rijo Almeida

    Olá a todos !

    Nós não temos acesso ao painel tempo real e trabalhamos com os painés customizados, com as métricas mencionadas de abertos, resolvidos, pendentes etc, que levam em média de 1 hora a 2 horas para migrar do Suporte para o Explorer. Para o nosso cenário vamos perder a funcionalidade de criar relatórios de x tickets de x filtro por mês, dia ou semana ?

    Gostaria de saber pois ficou confuso se irá impactar somente neste dashboard em tempo real, que tem custo extra ou outro plano para utilizar.

    Grato !

     

    1
  • John Costello
    Zendesk Product Manager

    Hi All, 

    John here again - Charlie Tranen thanks for bringing this to my attention. We just rolled out a fix today that should resolve this issue. You should have access to the Export button from now on in Editor mode.

    For those of you a little confused by this announcement - I can confirm that this retirement will only affect the Live Data versions of these Metrics and not the Historic versions they will continue to function.

    Richard Rijo Almeida I don't speak Portuguese however Google translate helped me understand your question. I hope the above statement helps clarify what is going away. 

    We also have reviewed and changed our notification message to be clearer on what's retiring on June 2nd and to avoid further confusion. This new messaging will be live later this week. 

    Thank you so much for your feedback, you help make us better. 

    Best Regards

    John  

    0
  • Richard Rijo Almeida

    Muito obrigado pelo rápido retorno John Costello

    0
  • Kyle Rainsberry

    This is unfortunate. The all-time New & Open counts have been very helpful to see real-time ticket counts of our Group-based Views in Support. 

    2
  • Adar Earon

    I use this to have a quick snapshot of how many tickets are currently opened for group X. 
    I am onZendesk Suite Enterprise, what is the alternative? 

     

     

    2
  • Milton L

    Will this impact metrics in the Updates history dataset, as all our queries containing the Tickets Solved metric are displaying as 0 at the moment?

    0
  • Bryan Haeussler

    Being able to see actual volumes in real time has been extremely helpful, and I am not sure a 'by hour' trend is really that helpful without also seeing the total volume. If I look at the total at 9am and it's 1000 and I look again at 10am and it's 900 I know we are making progress. Now with this metric I may look at 9am and see 10 and at 10am see 20 and think we are in bad shape but really overall we've gone down in total even though that snapshot trended upward.

    I can understand maybe sunsetting 'on hold' ,'solved' , and 'pending' because those do not really need action (in a longer timeframe a high 'pending' or 'on hold' might be a staffing concern but it is not immediate).  In contrast 'new' and 'open' give really meaningful insight to managers on how much active work their team is handling.

    3
  • Walter Blokker

    Nice to see that further thought is being given to reporting Live data. I just find it a pity that the way of making data available is replaced instead of added.

    Personally, I think this is a serious shortcoming with respect to serving the paying users that this modification of presenting the live data makes the current live reports/dashboards no longer possible.

    I would like to see the actual live amount of tickets in the different statuses added back to the Live Data presentation.

    1

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