Custom Events for Zendesk Explore
When reviewing historical analytics, sometimes the analyst will want to understand how ticket volume is related to the overall context of their business. For example, suppose an analyst were to see a spike in volume from several months ago while reviewing quarterly results. It would be helpful for the analyst to know that a major promotion was launched that day, or perhaps that some outage occurred that was addressed there. To help businesses with this use case, I have a suggestion:
Enable a custom Events dataset for Explore. Here, Support staff can add custom events through some interface with attributes like Event Date, Hour of Event, Event Title, etc. When pulling data such as tickets created, analysts could add in the metric "# of events" to see how many events took place in the report timeframe. These events can be added programmatically, or even manually as analysts annotate the flow of the business during a regular reporting lifecycle. After analysts input these events, they will greatly help with time-over-time comparisons and aid the traceability of major support events, without forcing the analyst to leave the Explore interface to check some other business journal.
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This would also be huge for us to track issues that happen after deploys, or our call center metrics after a process change. Right now we have to screenshot and add our own annotations which is really time consuming.
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Does all Time (Event) metrics under "How" attributes in Insights fall under this category ? Coz I couldn't find them in Explore. All the Date metrics are associated with Ticket, User, Org, etc dimensions. There is no generic Time (Event) without any association with Ticket, User, Org
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Hi Zac, apologies for the belated reply. Great suggestion, I definitely see the business benefits. While we don't have a firm timeline yet, this could be a good use case for "3rd party data ingestion", where you could capture these business events in a Google Sheet or similar and join that data with your Zendesk data. We will be sharing more information as we make progress in that area.
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I was just about to add this myself. This is definitely needed.
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