Recent searches


No recent searches

Marie-Cathrine's Avatar

Marie-Cathrine

Joined Apr 15, 2021

·

Last activity Mar 29, 2022

Following

0

Followers

0

Total activity

59

Vote

1

Subscriptions

30

ACTIVITY OVERVIEW

Latest activity by Marie-Cathrine

Marie-Cathrine commented,

Community comment Q&A - Help center and community

Hi Salim,

A lock icon next to an article title is indicating that the article is set to only be visible for agent and admins in the article settings. If this is not the case, the icon is most likely placed in a wrong place on the home page:

{{#if promoted_articles}}
     

       

{{t 'promoted_articles'}}


       
     

    {{/if}}

As you see here (the thing in bold), the icon should be wrapped in an if internal statement in order for it to only show if the article is internal (visible to only agent and admins).

I hope this helps :)

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Edited Mar 29, 2022 · Marie-Cathrine

0

Followers

0

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Matt,

What is the type of the custom field you want to use as a filter? If the field type is numeric or decimal, the field will be a metric in Explore and therefore can't be selected as a filter on a query. However, if this is the case, you most likely will be able to convert it into an attribute that can be used as a filter, but to help with that, I would need some more information. 

To make the ticket IDs clickable you can follow this recipe: https://support.zendesk.com/hc/en-us/articles/360022372293-Explore-recipe-Configuring-clickable-links-to-tickets.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted Jul 22, 2021 · Marie-Cathrine

0

Followers

0

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Matt,

The kind of report you are looking for is currently not something that can be reported on in the Knowledge Base dataset in Explore. However, using the Support: Tickets dataset it is possible to report on the number of end-users by the requesters' last sign-in - assuming that an end-user in your Knowledge Base is also a requester on a ticket in Support, this is the closest you will currently get.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted Jul 21, 2021 · Marie-Cathrine

0

Followers

1

Vote

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Kai,

Sorry for the late response. Even though you might have found a solution in the meantime, I would still like to give you my input on how you can solve this issue and create a report along the lines of what you are looking for.

Solution 1

The first solution is to create an attribute instead of a metric. This attribute allows you to divide the Updates metric into different groups (in this case escalations from one group to another). This one is similar to the metric but allows you to combine different scenarios in one. Therefore, this solution also requires you to manually keep it up to date with new groups.

The recipe for this solution would be:

  1. Create a new Query by selecting the Ticket updates dataset.
  2. In Metrics select Updates.
  3. Create a new Standard calculated attribute by clicking the Calculations icon in the panel on the right.
  4. Give the attribute a name and past the following into the Formula field:
    IF ([Changes - Field name] = "group_id" 
    AND [Changes - Previous value] = "T1 group id"
    AND [Changes - New value] = "T2 group id")
    THEN "T1 -> T2"
    ELIF ([Changes - Field name] = "group_id"
    AND [Changes - Previous value] = "T2 group id"
    AND [Changes - New value] = "T3 group id")
    THEN "T2 -> T3"
    ENDIF
  5. Change the values for Previous value and New value for both if statements.
  6. Click Save.
  7. In Rows select the newly created attribute.
  8. Click the attribute and Exclude "NULL".
  9. In Columns select Update - Year and Update - Month.
  10. Set Visualization type to Table.
  11. (Optional) Click the Chart configuration icon > Columns and select Metrics on rows.

You should now have a report similar to this:

The attribute created in this solution can also be used for filtering.

Solution 2

This solution is more dynamic and doesn't require as much maintenance as solution 1, but it might also show escalations that you might not want to see in the report (e.g. escalations to T2 that come from a group that isn't T1).

The recipe for this solution would be:

  1. Create a new Query by selecting the Ticket updates dataset.
  2. Create a new Standard calculated metric by clicking the Calculations icon in the panel on the right.
  3. In Metrics select the newly created metric.
  4. Give the metric a name and past the following into the Formula field:
    IF ([Changes - Field name] = "group_id" 
    AND [Changes - New value] != [Changes - Previous value]
    AND ([Changes - Previous value] != ""
    OR [Changes - Previous value] != NULL))
    THEN [Ticket ID]
    ENDIF
  5. Click Save.
  6. In Columns select Update - Year and Update - Month.
  7. Set Visualization type to Table.
  8. (Optional) Click the Chart configuration icon > Columns and select Metrics on rows.

You should now have a report similar to this:

This one can be filtered using the New value attribute.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted Jul 21, 2021 · Marie-Cathrine

0

Followers

2

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Kai,

You might be able to do something where you compare the previous value to the new value. But could you maybe elaborate a bit on what kind of report you want to create? Then I can better guide you in the right direction of how you might be able to create one combined metric instead of multiple.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted Jun 25, 2021 · Marie-Cathrine

0

Followers

0

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Aguinaldo,

Are the filters you have selected in the data filters from the same dataset that the query was build in? If not, that would most likely be the issue as they are not connected in any way then.

If you did not have the option to select a dataset before selecting the filters, the filters and the query should be within the same dataset - is that the case, I would need some more information about how your query and dashboard is set up in order to determine if it is a bug in Explore or something in the setup.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted Jun 22, 2021 · Marie-Cathrine

0

Followers

1

Vote

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Help center and community

Hi @...,

Try adding:

align-items: center;

to the .blocks-item-link class in the CSS. This should center the image.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

View comment · Posted May 04, 2021 · Marie-Cathrine

0

Followers

0

Votes

0

Comments


Marie-Cathrine created a post,

Post Discussion - Tips and best practices from the community

The Goal

One of the first things you might notice when transitioning from Insights to Explore is how the data is divided into so-called datasets containing different data. In this example, I am going to show you how to define what dataset to select using the "Daily ticket activity for the last 30 days" report from Insights as an example.

The datasets in Explore are divided by product. As this tip is about a Support report, that is what I will be focusing on. For more information about datasets for other products, check out the links at the bottom.

Prerequisites

Zendesk Explore Professional

Choosing the right dataset

Before starting the migration of a report from Insights to Explore, it is important to determine what dataset the report should be created in as you would have to start from scratch if you select the wrong one.

Zendesk Support data is divided into four different datasets:

  • Tickets
    This dataset is used to report on key ticket metrics like the volume of tickets, satisfaction score, and ticket activity like reply times.

  • Ticket updates
    This data is used to report on updates made to tickets during their lifetime like comments, changes to fields, ticket creations, reopens, and satisfaction rating.

  • SLAs
    This dataset is used to report on your Service Level Agreement (SLA) performance.

  • Backlog history
    This dataset is used to report on your unsolved tickets at the end of a given date.

The biggest confusion is often regarding the "Tickets" and "Ticket updates" datasets, concerning which one to choose.

The first thing to do is look at the metrics (what in Insights) that are used in the reports. If they are regarding updates like comments, field changes, changes in satisfaction rating, or ticket events like creations, reopens, and solvings, you should use the "Ticket updates" dataset. You can also look at the attributes (how in Insights). If this one includes a time attribute containing "event" in its name, you should also go with the "Ticket updates" dataset as those are only available in this dataset.

If the metric on the other hand is about ticket volume, time durations, or satisfaction score, you should use the "Ticket" dataset.

If you are still unsure of which of the Support datasets to chose based on the above descriptions, go have a look at this list of metrics and attributes available in the different datasets.

Example of migration

The report that I will be replicating in Explore is this one:

Step 1 - Selecting the dataset

In the image you can see that the report contains four metrics:

  • Tickets created
  • Tickets solved
  • Tickets reopened
  • Tickets deleted

As you might be able to see from the above description of datasets, all of the metrics are ticket events, which means that we are going to use the "Ticket updates" dataset for this report. This is also confirmed by the attribute, that contains the word "event".

Step 2 - Creating metrics with negative values

As you can see on the image of the report, tickets solved and ticket deletions are displayed as negative values. In order to display them in the same way in Explore we have to create two calculated metrics for this. 

Tickets solved

  1. In query builder, click the calculations icon on the right sidebar.
  2. Click "Standard calculated metric".
  3. In the "Name" field, type a name for your new metric.
  4. In the "Formula" field add the below formula. 
-COUNT(Tickets solved)

Tickets deleted 

  1. Repeat steps 1-4 from above but use this formula instead.
-COUNT(Deletions)

Step 3 - Set up the query

  1. Create a new Explore query using the "Ticket updates" dataset.
  2. Select the metrics:
    - COUNT(Tickets created)
    - D_COUNT(Tickets reopened)
    - COUNT(your solved ticket metric)
    - COUNT(your deletions ticket metric)
  3. Select the attribute in columns:
    - Update - Date (equivalent to Date (event))
  4. Add a filter to your attribute so it only displays data for the last 30 days (incl. today):
  5. Set the visualization type to "Column".
  6. Click "Chart configurations" -> "Chart" and set the settings to the following:
  7. Click "Chart configurations" -> "X axis" and set "Label rotation" to 90.
  8. You are done! Your Query builder should now look something like this:

Useful link

List of metrics and attributes in datasets for other Zendesk products

More articles about datasets

Posted Jan 19, 2021 · Marie-Cathrine

3

Followers

2

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

You're welcome, glad I could help :) 

View comment · Posted Feb 17, 2020 · Marie-Cathrine

0

Followers

0

Votes

0

Comments


Marie-Cathrine commented,

Community comment Q&A - Reporting and analytics

Hi Jessica,

Here is how I would do it:

  1. Paste the formula from above into where you create calculated metrics
  2. Access the ticket fields endpoint from the API: your-subdomain.zendesk.com/api/v2/ticket_fields.json
  3. Find the ticket field (you can search for the name of the field)
  4. Paste the value from the title property into the field name in the formula
  5. Paste the values of the value properties for the previous and new values into the formula

I hope this helps :)

View comment · Posted Feb 14, 2020 · Marie-Cathrine

0

Followers

0

Votes

0

Comments