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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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We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets o...
Posted Jan 11, 2021 · Jahn Jerenz Bronilla
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I'm currently working on reviewing data from our past year. Simple start is comparing our volume to the previous year. T...
Posted Jan 08, 2021 · Travis Tubbs
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Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first ...
Posted Jan 06, 2021 · Prerana Jawalkar
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6
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Hi there, I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enou...
Posted Jan 05, 2021 · Emma Kane
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I am trying to calculate the time between status updates. For example: How long to tickets usually take to go from tick...
Posted Jan 05, 2021 · Britta Felzmann
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I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and...
Posted Dec 30, 2020 · Ron Stuckey
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Hello, I am trying to use a date range calculated metric in a standard one but I don't succeed. I have my two metrics ...
Posted Dec 28, 2020 · Le blagueur masqué
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Hi all, I want to analyze in Explore how often a specific custom field on a ticket was changed by a group of agents. I ...
Posted Oct 29, 2020 · Stephan Buse
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Using Groups in Stacked Charts
Answered
All, I've searched the community and can't find how to do this. I have multiple categories and subcategories for ticke...
Posted Jan 10, 2020 · John Ritter
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First Response Time Inaccuracies
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We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage o...
Posted Nov 27, 2019 · IOLLA Support
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