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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Calculating Business Days
      Answered
      Hi, Does anybody know how to calculate business days between a tickets "Created date" and "Resolution Date"? I need to ...

      Posted May 19, 2022 · MineralTree | Support

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      Reporting on "Can view tickets from user's org" access
      Answered
      Is there a way to report or find all users who have "Can view tickets from user's org"? Just a simple list of all users ...

      Posted Feb 17, 2023 · Jake Warren

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      Drill in showing tickets it isn't supposed to
      Answered
      Hey guys, I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more tha...

      Posted May 10, 2023 · Marina Angelska

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      Reporting on problem tickets
      I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that wi...

      Posted Jan 07, 2025 · Brettany Rhodes

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      CSAT and NPS rating
      We recently transitioned our CSAT rating system to a 1-5 scale to capture NPS and more detailed feedback, including addi...

      Posted Feb 21, 2025 · Meredith DuVal Thomas

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      ZenDesk Explore Backlog By Month Reported
      Answered
      Hi All,   Very new to ZenDesk here and am currently creating a number of reports and dashboards but one of them has go...

      Posted Oct 27, 2021 · Morris Coyle

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      Calculate median without 0-values
      Answered
      I'm trying to get median calculated and it's always returning me 0 as a result. I found out that I have lots of 0 values...

      Posted Jun 29, 2021 · Otto Lindqvist

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      1st Response Fields
      HI,   I am trying to check our proposed response times for requests hitting the system via various channels and don't se...

      Posted Feb 11, 2025 · Philip Allsworth

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      How many tickets are being solved within set number of days
      Hello -  I am looking to build a report that can give me the following metrics. Report on how many tickets are solved wi...

      Posted Feb 10, 2025 · Kristen Vanderkooy

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      Calculating a real 5-scale CSAT number
      Hello and good morning from a windy Sweden!  We are in our first two months of using Zendesk for our Support team and ar...

      Posted Jan 08, 2025 · Mattias Malré

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