Recent searches


No recent searches

Q&A - Reporting and analytics

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

New post

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

3

Followers

2

Votes

1

Comment


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

2

Followers

0

Votes

2

Comments


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

3

Followers

1

Vote

6

Comments


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

3

Followers

1

Vote

3

Comments


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

3

Followers

0

Votes

2

Comments


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

6

Followers

0

Votes

6

Comments


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

2

Followers

0

Votes

1

Comment


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

7

Followers

0

Votes

7

Comments


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

2

Followers

0

Votes

2

Comments


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

3

Followers

0

Votes

2

Comments