[Request]: Help creating a report in GoodData/Insights

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13 Comments

  • Colin Piper
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    Alex, the default "Insights - View Only" dashboard in Insights has similar reports. You can take any of these reports and save a copy then make changes as you wish. For example the Tickets created by channel report can be changed to be the dougnnut if you wish.

    Click the control icon beside the report title name on the dashboard and click the View this report button.

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  • IZEA Admin
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    Thanks Colin. I think I need a little more help with the First Reply Time graph though. I see the "Tickets by First Reply" report, but I'm not really sure how I can tweak that to display "Tickets by First Reply over the last 30 days in a percentage" and then break up the hours so they reflect 0-1, 1-2, 3-8, 8-24, and >24.

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  • Colin Piper
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    Ok, so we are starting with a copy of the "Tickets by first reply" . If you look at the filters you will already see one there:

    Date (Ticket Created) where _Filter Ticket Created Date is greater than 0

    This is using the Dashboard filters to filter the data as signified by the use of "_Filter". if you plan to add your copy of this chart to a dashboard I would recommend using _Filter still otherwise replace this filter with Date (Ticket created) in past 30 days. 

    Now the simple way to get percentages is to change the chart type to be a pie or doughnut. Then the configuration automatically allows you to show the value as a percentage. 

    If you really want bar charts then this is going to be quite a bit of work as you will have to recreate the underlying metrics. Depending how good you are with MAQL (and I find I am never as good as I think I am) then this may not be too bad. In theory you will need to edit each of the 4 report specific metrics listed under the What to be a percentage of the total.

     

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  • Fernando Duarte
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    Here is how to create the first one

    WHAT

    Tickets

    HOW

    Ticket Via

    FILTER

    Date (Ticket Created) is the last 30 days

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  • IZEA Admin
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    Thank you so much guys! I'm going to toy around with this information and see what I come up with. :)

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  • Brian Scavullo
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    Hi guys,
    I'm having the same kind of issue, but for me - it's not showing the value as a percentage. Here you can see what I'm referring to: Also, how can I update that according to tickets received in the month of June? It seems the data hasn't changed since last month.

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  • Colin Piper
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    Brian, as I noted above, to get % you need to use a Pie or Doughnut chart. The alternative is to create some new metrics using MAQL to divide a count by a total. 

    It is easier to change the chart type!

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  • Matt Hoffman
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    Colin - Thanks for being the superstar moderator that you are! You are absolutely right that going for a donut chart is the way to go in lieu of making a custom metric to display the data as a bar graph - especially if viewing the data as a percentage is what you are after in the first place.

    Brian - I am going to pull this into a ticket so that I can get your subdomain information and take a closer look at the details of your report. Look for an email coming from me shortly, and we can take it from there!

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  • Leigh Cohen
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    I am trying to break down the channels to find the number of tickets created by different channels/month. I am using the "Ticket Event Via" and I get a breakdown of channels but then the total number of tickets exceeds the month's totals for tickets created. Am I pulling more than only tickets created? If so, how might I limit the results to tickets created by each of these channels.

    I am most interested in those created by Phone API because I want to use the phone log from our phone system and deduct those tickets created by the Phone API to get the total number of non-phone tickets created in Zendesk/month.

     

    Thank you!

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  • Rebecca
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    Hi Leigh!

    Instead of using Ticket Event Via which indicates the channel from which a single ticket event occurred(the majority of changes on a single ticket are all consider an event) you'd be looking to use Ticket Via as this is the attribute specific to the channel of ticket creation. 



    Using Ticket Via along with # tickets created will give you the number of ticket creation by channel of creation for the time period specified. 

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  • Leigh Cohen
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    Thank you, Rebecca! I have found that "Ticket Event Via" is the only way to see the ticket creation via Phone API. Using "Ticket via" has not given me this specific channel. The "Ticket Via" seems only to give me a broader API channel. We use gUnify for our phone API. I am not sure if this is the reason that it only shows up in the "Ticket Event Via."

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  • Rebecca
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    Hi Leigh! The third party integration could definitely be a factor depending on how it creates tickets. What I would recommend is creating a reporting using Ticket Via filtered by Ticket ID and seeing what channel of creation are being attributed to tickets created via the phone integration you are using to see how to best build reports using your workflow. 

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  • Leigh Cohen
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    Thanks, Rebecca! Yes, using the Ticket Via filtered by Ticket ID shows that the phone tickets are created by API. I knew this already, however. In this case, the Ticket Event Via seems to work best, I think because the Ticket Event for phone tickets will only show up one time because they are created only once using the Phone API and are then subsequently updated (if they are updated) as a regular ticket. I think that's the best I can do! 

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