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Renata Nikulina

Joined May 13, 2021

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Last activity Dec 12, 2023

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Renata Nikulina

Renata Nikulina created an article,

ArticleExplore recipes

Available on Suite Professional plans and above Available on Explore Professional plans and above

In this recipe, you’ll learn how to report on custom ticket statuses. Custom ticket status attributes are available in the following Explore datasets:

This article contains the following topics:

What you'll need

Skill level: Intermediate

Time required: 15 minutes

Calculating the number of tickets per custom ticket status and category

This report shows you the volume of tickets in each custom ticket status. It also shows which category each status belongs to.

The instructions below use the Support: Tickets dataset, but you can also build this report in the Chat: Messaging tickets, Chat: Engagements, or Talk: Calls dataset if you want a different channel-specific view.

Note: Data is available only from January 18, 2023 onward.

To create the report

  1. In Explore, click the reports icon ().
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, expand the Tickets folder and select Tickets.
  6. In the Columns panel, click Add and select Ticket custom status category and Ticket custom status name (in that order).
  7. Click the Visualization type () menu and select Column.
  8. Click the Chart configuration () menu, select X-axis, and select the Multi-level category labels checkbox.
  9. Click the Chart configuration () menu again, select Drill in, and select the Enable drill in checkbox.
  10. In the Select attributes field, select Ticket ID. This lets report viewers drill into the report results with ticket ID-level data. See Using drill in to refine your reports.
  11. (Optional) Add additional attributes or time filters to focus the results of this report.

Calculating how long a ticket spent in a custom ticket status per update

This report shows you how long a ticket spent in a custom ticket status per update.

Note: Data is available only from October 19, 2023 onward.

To create the report

  1. In Explore, click the reports icon ().
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Updates History, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, expand the Duration - Field changes (min) folder and select Field changes time (min).
  6. In the Filters panel, click Add, expand the Ticket field changes folder, and select Changes - Field name.
  7. Click the filter you just added and select the custom_status_id value.
  8. In the Rows panel, click Add and select the following in attributes in order:
    • Update ticket ID
    • Update ID
    • Changes - Previous value
    • Changes - New value

As with other change-based attributes, custom ticket statuses (the values in the Changes - Previous value and Changes - New value fields in your report) are represented as system IDs. To determine which custom ticket status corresponds with each ID, go to the following URL, where is your Zendesk subdomain, and is a custom ticket status ID from your report.

.zendesk.com/admin/objects-rules/tickets/ticket_statuses/edit/

Calculating how long a ticket spent in a custom ticket status during its lifecycle

If you already have the ID for a custom ticket status of interest (see above), you can create a standard calculated metric to obtain the time a ticket spent in that custom ticket status overall.

Note: Data is available only from October 19, 2023 onward.

To create the report

  1. In Explore, click the reports icon ().
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Updates History, then click Start report. The report builder opens.
  4. Click the Calculations menu () and select Standard calculated metric.
  5. In the Name field, give your metric a descriptive name, such as Time spent in escalated status.
  6. In the Formula field, copy and paste the following formula. Replace with the ID of the custom ticket status you noted previously.
    IF ([Changes - Field name]="custom_status_id") AND ([Changes - Previous value]="") THEN VALUE(Field changes time (min))/60 ENDIF
    For example:
    IF ([Changes - Field name]="custom_status_id") AND ([Changes - Previous value]="19313738408081") THEN VALUE(Field changes time (min)) ENDIF
  7. In the Metrics panel, click Add and select the metric you created above.
  8. In the Rows panel, click Add and select Ticket ID.

Calculating how long a ticket has spent in its current custom status

This report shows you how long tickets are currently spending in a specific custom status. You’ll create a standard calculated metric that returns the duration of time a ticket was set to a specific status last time until now.

Note: Data is available only from October 19, 2023 onward.

To create the report

  1. In Explore, click the reports icon ().
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Updates History, then click Start report. The report builder opens.
  4. Click the Calculations menu () and select Standard calculated metric.
  5. In the Name field, give your metric a descriptive name, such as Last wait time in status (days).
  6. In the Formula field, copy and paste the following formula. Replace with the ID of the custom ticket status you noted previously.
    IF ([Changes - Field name]="custom_status_id" 
    AND [Changes - New value]=""
    AND DATE_LAST_FIX([Update - Timestamp], [Update ticket ID], [Changes - Field name], [Changes - New value])=[Update - Timestamp])
    THEN DATE_DIFF(NOW(), [Update - Timestamp], "nb_of_days")
    ENDIF
    For example:
    IF ([Changes - Field name]="custom_status_id"
    AND [Changes - New value]="4962645400102"
    AND DATE_LAST_FIX([Update - Timestamp], [Update ticket ID], [Changes - Field name], [Changes - New value])=[Update - Timestamp])
    THEN DATE_DIFF(NOW(), [Update - Timestamp], "nb_of_days")
    ENDIF
  7. Filter the report by the Ticket custom status value that corresponds to the custom field in the formula.
  8. (Optional) In the Columns panel, add the Ticket group or Ticket ID attribute to focus the results of this report.

Edited Jun 21, 2024 · Renata Nikulina

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Renata Nikulina commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi all,

Ticket email address attribute was added to the Support: Tickets dataset. 

The complete list of attributes and their descriptions can be found in the Metrics and attributes for Zendesk Support

View comment · Posted Dec 16, 2022 · Renata Nikulina

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Renata Nikulina created an article,

ArticleRelease notes

Zendesk Mobile

Fixed

Zendesk Sell iOS App 5.9

  • Ukrainian language support
  • Minor bug fixes and enhancements

Zendesk Support Android App 2.23.0

  • Minor bug fixes and enhancements

iOS Sunshine Conversations SDK Version 11.0.0

  • Improved APIs related to setting up a conversation delegate. The delegate should now be set by using the setConversationDelegate method on the Smooch class. It is no longer possible to set a delegate by directly modifying a SKTConversation object.

  • Migrated to updated API documentation tooling.
  • Fixed an issue that caused the unreadCountDidChange delegate method to not be called in a multi-conversation setting.

  • Fixed an issue that caused a "Done" button to incorrectly display in the navigation bar on smaller devices.

  • Fixed an observer-related crash that could occur infrequently when switching between conversations on slow connections.

Android Sunshine Conversations SDK Version 9.0.4

  • Fixed Javadocs gradle plugin not generating the docs.
  • Fixed issue where removing the start of conversation and welcome string would result in a whitespace on conversation screen.
  • Fixed issue with Java util threading concurrency exception.
  • Bumped dependencies to resolve security issues.
  • Fixed index out of bounds exception in conversations list.
  • Fixed NPE for google maps API key.

 

Answer Bot

Fixed

  • Fixed an issue with the greetings message where it wasn’t correctly translated when auto-translation is enabled
  • Fixed an issue with ‘Updated’ timestamp not correctly updating when the bot is published

 

Web Widget (Classic & Messaging)

New

Support

Fixed

  • Inbound comments from end users will not render curly braces to prevent dynamic content from expanding in contexts where it shouldn't.

Zendesk Chat & Messaging

New

  • [New] New & existing Chat accounts located in the pods can now use the conversations APIs for bot integrations.

 

App Marketplace

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Jet e-Commerce by InFocusCX (Support) (paid)
    • Jet e-Commerce by InFocusCX gathers all customer and order data from Jet e-Commerce on a Zendesk ticket, enabling your agents to access the most important information while working on a ticket.  Resolve customer issues quickly with access to relevant Jet order data, such as order status, delivery status, delivery data, payment data, purchased items, and more.
  • Screenshot Automation (Support)
    • Screenshot Automation helps you automate and scale screenshot management.  KB Automate is a no-code solution that tracks your help center articles, compares help center screenshots against your app, and notifies you when screenshots are out of date. There's even an option to automagically update articles with the new screenshot.
  • DronaHQ (Support)
    • DronaHQ is a low code platform to build internal tools and custom apps for web and mobile. Built by developers for developers, DronaHQ is a powerful tool that provides the speed and flexibility to support a wide range of applications. The ready DronaHQ <> Zendesk integration allows you to create internal tool use cases that may require you to get tickets, get user profiles, create new tickers, find tickers, add custom comments to tickets, and get groups from Zendesk.
  • Frill.co (Support)
    • Frill.co is a better way to collect customer feedback.  Capture, organize, and announce product feedback in one place.  As a customer support rep you can now search through feedback in Frill.co and add ideas on behalf of the person you are talking to.  No need to leave Zendesk.
  • commercetools by agnoStack (Support)
    • commercetools by agnoStack makes it possible to view and manage Order data from your commercetools Store.  Allow agents to instantly view historical customer orders as soon as they open a ticket.  Get basic order details (as well as order line items, real-time shipping updates, and payment transactions).  Your agents can perform incredibly fast, real-time searching/sorting/filtering to rapidly locate the specific order a Customer needs support with and lots more.

No updates this week

  • Support
  • Guide & Gather
  • Talk
  • Explore
  • Sunshine Conversations
  • Sell

Edited Jul 05, 2022 · Renata Nikulina

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