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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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      Request for CSAT Feature Enhancement: Enable Satisfaction Surveys via Help Center
      We have integrated Zendesk’s help center into our app via the Zendesk SDK, and the majority of our customer interactions...

      Posted Aug 06, 2024 · Nicholas Kerr

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      Average tickets worked by agents from a specific group
      Hello everyone!   One of crucial metrics that my company needs to report on involves an average number of tickets that w...

      Posted Aug 02, 2024 · Kat

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      Reopened Tickets time track
      Answered
      Hi Is there any way to report on the time duration(in mins) the ticket sits in solved state before its reopened? Thank...

      Posted Jul 22, 2022 · Prerana Jawalkar

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      How can I track Agent Work Time in Explore?
      Answered
      I am currently tracking agents based on Requester Wait Time. However, this includes on-hold time, which is with our deve...

      Posted Jun 15, 2022 · Steve Morrell

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      Number of tickets created during the weekend
      Answered
      Hi everyone   Objective: Build a report to see the total number of new tickets being created during Saturday and Sunday ...

      Posted Jul 16, 2024 · Vemmal Naratharagan

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      Comparing metrics to previous period
      Answered
      Hi community friends 👋 I created a query to compare tickets created last month to tickets created the previous month. ...

      Posted Jun 30, 2020 · Hannah Voice

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      Measuring the time of Outbound Not Answered
      Is it possible to drill down into the outbound not answered metric, to see how much time was spent waiting for outbound ...

      Posted Jul 17, 2024 · Howard W

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      How to create a report with the initial setup of a ticket? I
      I want to know how to create a report with the initial setup information of an ticket.Such as Brand:Requester:Service Ch...

      Posted Jun 28, 2024 · Vinicius Henrique da Silva

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      Explore - How to regroup low values
      Hi, I've made a report which does count the number of tickets per values of an attribute. There's a lots of low values l...

      Posted Jul 03, 2024 · Nicolas Monchaux

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      Explore - How to calculate article upvotes / all votes
      Hey, we want to measure the article upvotes in guide divided all article votes, so that we have a percentage to measure ...

      Posted Jul 09, 2024 · Johannes Garske

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