Create report from two different datasets
Answered
Posted Sep 25, 2020
I would like the ability to create a query using metrics from two different datasets. For example, creating a query for tickets with Knowledge Capture activity (Guide dataset) compared to total tickets created (Support dataset).
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45 comments
Official
Eugene Orman
Hi everyone,
Thank you for sharing your feedback and use cases.
The ability to join different types of data is definitely on our radar. We are looking into the ways how to fit this functionality into Explore. However, active implementation of this functionality is not on our immediate roadmap. We will share more details as soon as we will be ready to start working on this feature.
Please continue sharing your thoughts and vote for this feature if it is important for your team.
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Alina Lushnikova
Strongly agree, joining datasets would solve so many problems for us! For example, we want to report on SLA by channel: emails (in-built SLAs), phone calls and chats (custom metrics built on the first reply time thresholds). Creating one query for all these metrics is easy and natural in Insights - and absolutely not possible in Explore. Would love to see an ETA on this.
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Kalle Windefalk
+1
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Alexey Krasnichenko
I would love to see it too
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Sydney Neubauer
We have a similar post that needs multiple datasets in order to get the data we need: https://support.zendesk.com/hc/en-us/community/posts/4413823614234-Ability-to-see-internal-and-externally-posted-articles
Currently linking history and currently published articles are 2 datasets. In other words, you are not able to see the articles that have not been linked as it requires there to be previous linking to show up in the KCapp linking dataset. As well, the KCapp also shows ALL articles that were linked, which includes archived articles, or external articles.
The ability to filter this data are in different datasets so we are only able to get a partial picture as to how helpful our knowledgebase is for our Agents
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Kalle Windefalk
I would like to be able to report on linked article tickets where the link is private or public.
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Louis Evangelista
Yes it would help in agent metrics and KPI for time tracking.
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Antonio
+1!! This is not just something that would be nice to have. This is something that is absolutely necessary!! It's so basic that I can't comprehend how this is not possible to do right now, when it was so easy before when we had Insights!
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Scot Sroka
Agreed this would be very helpful!
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Franco Landa
+1 This would be amazing to see for our Team Leaders who currently have to build multiple queries just to capture a few metrics from different datasets.
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Brecht Smit
Same here.
I select for each incoming call a reason why they contacted us... from a dropdown menu (custom ticket field created in Zendesk)
The same i do for the emails we receive.
Now i would like to see the percentages of all the reasons customers contact us; using both talk dataset and suppport dataset in one querry.
Now i have to make two seperate querries, one using the call data; the other querry using only the email (support)dataset...
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