Explore diving into new ticket query

6 Comments

  • Rob Stack
    Zendesk Documentation Team

    Hi James Phipps I moved your question over into the Explore Q and A section so that other people will more easily see your question. - https://support.zendesk.com/hc/en-us/community/topics/360001200893-Explore-Q-A

    Probably one of the best ways to start is with Explore's built-in Support dashboards (click the dashboard icon on the left of the screen and choose the Support dashboard). This dashboard gives you most of what you are looking for without any work required on your part. You can change the date filter at the top of the dashboard to show "Today". You can clone the dashboard to see how the underlying queries work.

    To help you create any queries that this dashboard doesn't show, we have a great Getting Started section at https://support.zendesk.com/hc/en-us/articles/360022178674. Additionally, we've created a bunch of recipes, many around Support tickets that will give you a great start creating your own Explore queries. See https://support.zendesk.com/hc/en-us/articles/360022186054

    I do hope this helps you get up and running, and welcome to Zendesk!

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  • James Phipps

    Thanks Rob! I have seen a lot of your post. I did see the pre-built dashboards and have cloned a few. Still having a challenge with whether I need to create calculated metrics for diving into new tickets with formulas or if there is something to teach me...

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi James Phipps it's usually best to start with the pre-built dashboards to see if they have what you want (they do cover a lot of scenarios). Then, the recipes help as a starting point (there are 84 of them now!) to creating your own queries. Another good article for starting out with calculated metrics is this one - https://support.zendesk.com/hc/en-us/articles/360022179914

    I'm always happy to try and help out and definitely always happy for suggestions on making the documentation better!

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  • James Phipps

    Hey Rob, I have checked out the pre-built dashboards but I assume which is never good that when I change it to "Today" is current correct? Am I able to report at the end of the day all created tickets, who got those specific new ones today and what the status of the new tickets? My challenge is that if I looked at solved those could be from yesterday or days ago....needing to track only todays ticket flow....sorry if I am confusing this....

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  • James Phipps

    Hey Rob, so I guess I am wanting to track the status of all new tickets today by agent.

    How many today? Did they get solved today? Did they move from open to pending today?

    Show each of those in a column. So maybe its being tracked by ticket ID?

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  • Rob Stack
    Zendesk Documentation Team

    Hi James, I'm presuming you use Explore Professional in which case your reports update every hour. In this case you might be better off running the report the following morning using "Yesterday" as your filter.

    You can create a custom query to do most of this using the Support: Tickets dataset.

    Add COUNT(Tickets) to the Metrics panel in query builder to give you the TOTAL count of tickets.

    Add a filter Ticket created - Date to the filters panel. Click the filter and change the date range to "Yesterday" That will give you all tickets created yesterday (you can use today, but you'd have to wait up to an hour after business hours to make sure everything is synce'd with Explore).

    In the Rows panel, add Ticket > Ticket status and Assignee > Assignee name. (plus any more attributes you might want)

    That gives you the first part of your report. The second part of the report is a little more complex and would be a separate report using the Support: Ticket updates dataset. You can use this recipe as a basis for creating this - https://support.zendesk.com/hc/en-us/articles/360025454293

    I hope this helps!

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