Cost to serve query

Answered

8 Comments

  • Terrence
    Zendesk team member

    Hi Kim,

    A calculated metric can handle custom sums and percentages but it depends on the field type and value. Where is the balance data stored in Zendesk? 

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  • Kimberly Shipman

    Hi Terry,

    Thank you for your response. We do not store the balance data in Zendesk. I am new to most of Zendesk, but I wasn't aware you could store that kind of data (an actual number balance). The only thing I can think of right now is to create customer lists based off balances, but I still don't think that will give me the outcome I'm hoping for. 

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  • Terrence
    Zendesk team member

    Happy to help! 

    In Zendesk Support you can add custom data fields on tickets, users, and organizations. Depending on where your data is stored you might even be able to synchronize this information with your external system.  

    The field type and location determines how they can be used in Explore metrics for calculations. 

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  • Kimberly Shipman

    Thank you again Terry for the info. I think creating a Organization field will do the trick. I've created the field but I'm still trying to figure out how to build a query that will give me the results I need. I'm going to keep playing around with it but any ideas would be welcomed! 

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  • Terrence
    Zendesk team member

    You're welcome! My testing shows this in POC, but doesn't give useful information :) screenshots from my example are below.

     

    You will need to create a Standard calculated metric using your organization field ( Organization Balance in my example below) divided by Unsolved Tickets Age - hrs, or whichever hour count is best for your needs!

     

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  • Kimberly Shipman

    Perfect! This is a great place for me to start. I definitely learn best given a starting point. Especially with something like Zendesk which has so many different aspects to it. Thanks again! I really appreciate your help. 

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  • Nick Sauvé

    Hey Terrence I really love your screenshots and examples for this! If we were to pull an Organization's ARR into Zendesk via the Salesforce integration, do you know if that's something that we could then pull into Explore for this?

    Since a company's ARR is likely to change with upsells or changes, I'd love to have a Calculated Metric that would dynamically update to account for that.

    Alternatively, as another workaround, I'm also trying to think of a way to basically prompt a Dashboard Viewer to input a value (Org ARR, for example) into a dashboard and have that pulled into a calculated metric, but am struggling to find a way to do that if that's possible.

    Thanks again for the help and examples!

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  • Terrence
    Zendesk team member

    Hey Nick! 

    Glad to hear the screenshots and examples are helpful. With our Data Sync feature between Salesforce and Zendesk it won't be a problem to update ARR in Zendesk organizations. Anytime that value is updated in Salesforce it will update Zendesk. 

    After you have that data on the Organization profile you can build a custom metric as shown above or just use the fields as is. All ticket, user and organization custom fields are synced with Explore and automatically placed in the corresponding attribute or metric folders of the datasets.

    You can find more information on that topic here: How custom fields synchronize with Explore

    Cheers,

    Terrence 

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