Customer Count and Type

4 Comments

  • Keith Hayward
    Comment actions Permalink

    Hey Jeff,

    While we don't really assist with the creation of Reports, we do have some resources that would be able to help.  And once you give that a try and Save it, we have Specialists that can take a look at the report you've created and help you out there.

    For your request, this resource here should be of assistance:

    https://support.zendesk.com/hc/en-us/articles/203664306-Insights-tag-reporting-Reporting-on-tickets-with-one-or-more-tags-Plus-and-Enterprise-

    For more information on Reporting and our pre-made reporting Recipes check out these two links:

    https://support.zendesk.com/hc/en-us/articles/208225158

    https://support.zendesk.com/hc/en-us/articles/203664306-Insights-tag-reporting-Reporting-on-tickets-with-one-or-more-tags-Plus-and-Enterprise-

     

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  • Graeme Carmichael
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    Jeff

    You will find it a lot easier to report on organisations and customers using custom fields rather than just tags.

    To count users, rather than tickets, create a custom metric.

    Be sure to enter field information from element selector rather than just typing the text.

    While tickets inherit the tags of both their organisation and their requester, the user record here does not. So, you are only looking at tags against a user here.

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  • Jeff Ma
    Comment actions Permalink

    So What I have is this:

     

    What: # Organizations

    How: Organization, Support Plan

     

    That yields me this: 

     

    Which is almost perfect. What I need to do is Group it by Support Plan (a option to combine a few Support Plans as one group). Also then Sum the # Organizations by that new Group.

     

    Any thoughts on achieving this? Thanks in advance.

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  • Graeme Carmichael
    Comment actions Permalink

    Jeff

    Drag your support plan column so that it appears on the left hand side. GoodData will automatically group your plans.

    To get totals, right click the # Organisations heading and select SUM>By Support Plan.

    Alternatively, just drop the organisation column from your report.

    Grouping support plans is a little messy. You would need to create custom metrics for each new group of plans with IF statements or CASE statements. It may be better to create another custom field in Zendesk. But that has drawbacks too.

     

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