Creating reports and tracking data (Using GoodData, part 2)

28 Comentarios

  • Ishan
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    This is nice report and the pie chart looks awesome. Hope to use it. :)

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  • Tonmoy Ghosh
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    Great article.  Ive been using GoodData for a few weeks now but am struggling to come up with a specific report.

    I'd like to create a report which shows weekly snapshot of the #of unsolved tickets by group. However, I am not able to create a report.  GoodData only allows to for reports to be defined using Data (Created, Updated, Assigned, initially assigned, Last Updated, & Solved).  

    If a ticket doesnt match any of those criteria, it will not be included in the report. This prevents me from reporting on total number of #unsolved tickets (regardless of when they were created, updated, assigned, etc) 

    Please feel free to reach out if more clarification is needed.  I'm curious to know if this is genuinely a limitation in Good Data or I'm making some error in creating the report.

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  • Graeme Carmichael
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    @Tonmoy 

    You can certainly create a report that shows the number of unsolved tickets by group in GoodData.

    • Under 'What' add the metric #Unsolved Tickets
    • Under 'How' add the attribute 'Group'

    This will show the number of unsolved tickets at your last data sync- a snapshot of your current position.

    What you cannot do is show how the number of unsolved tickets by Group has changed from week to week. To do that you would have to export this report then do the same the following week and combine the results outside of GoodData.

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  • Tonmoy Ghosh
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    Thanks for your response, Graeme. Unfortunately, I need to be able to report on unsolved tickets from week to week.  Im quite surprised to see that this isnt possible in Good Data. 

    How does one create reports which show performance trends over a period of time?

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  • Andrea Saez
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    @Tonmoy

    Under "Filter" you would select the filter for date - and can filter it down on a per-weekly basis (or the past 6 days until now)

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  • Tonmoy Ghosh
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    Andrea - there is no "per weekly" filter. I am not looking for past 6 days for now.  What I am looking for is how many unsolved tickets did a group have and the end of each week, going back week over week.  Based on the Date filters in Good data, you can only filter on (date created, assigned, updated, closed, etc).  There is nothing representing the unsolved ticket state.

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  • Andrea Saez
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    Hi Tonmoy,

    You can if you select under filter : Date Solved - Week, and select specific weeks throughout.

    W1, W2, W3... correspond to each week of the year.

     

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  • Tonmoy Ghosh
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    Hi Andrea.  Im sorry i dont quite follow you.  Under filters, are you referring to Week (Mon-Sun)/Year (Solved) ?

    Either way, I'm not sure why you are suggesting using a date solved filter, when my original request is for tracking #unsolved tickets week over week.

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  • Andrea Saez
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    @Tonmoy - my apologies, was reading 'unsolved' and somehow typed solved. Your choices are date created or date assigned. I would go for date assigned, since you're tracking a specific group that has tickets assigned (still open) every week. The same filter applies - Week (Mon-Sun)/year (initially assigned) or (created). 

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  • Graeme Carmichael
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    @Tonmoy, to track #Unsolved week by week, we schedule a weekly report from GoodData that has some high level numbers and combine the details in Excel as required.

    Another option would be to use the Zendesk reports under Admin>Manage>Reports. The reporting tab gives you access to the number of unsolved tickets over time. You can see at a glance how your backlog has moved. There are refresh restrictions on these reports and they are not as powerful as GoodData.

    There is soon to be an update to GoodData, but I am not sure if this is addressed.

    https://support.zendesk.com/entries/53066068-Introducing-Insights-Make-your-data-mean-something

     

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  • Jenny Feith
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    Hi Tonmoy,

    It sounds like what you are looking for is reporting on backlog trends in the past. Which is not possible with the current Advanced Analytics model, because it always gives you a snapshot of your current data. You can't see how many open tickets you had 6 weeks ago, if the tickets are solved meanwhile. 

    However, as Graeme already suggested - you might wanna look at Insights, which will be released soon: https://support.zendesk.com/entries/53066068-Introducing-Insights-Make-your-data-mean-something

    With insights it will be possible to report on backlog in the past. 

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  • Graeme Carmichael
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    @Jenny, Thanks, that is great news.

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  • Tonmoy Ghosh
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    @Jenny - Thanks for confirming the current limitation in Good Data.  We are really looking forward to insights.  Is it possible to get an early look in our Sandbox instance?

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  • Jenny Feith
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    @Tonmoy,

    You will have the option to deactivate Advanced Analytics and get access to Insights within the next few days. You can opt in by signing up here: https://zendesk.wufoo.com/forms/sign-up-for-early-access-to-insights

    Opting to gain access early will result in loss of any custom dashboards you may have created - which should not matter in your Sandbox :) 

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  • Jenny Feith
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    @Tonmoy,

     Me again :) I think I forgot to clarify - that if you want Insights for your sandbox enabled - you would have to sign up using the sandbox domain (something like yourcompany1117374654665.zendesk.com) 

    Please let me know in case you used the wrong domain for the signup so that we can revert it :) 

    Alternatively you could just register a new trial sometime later this month because new trials will have Insights automatically enabled once we get through the beta!

     

     

     

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  • Jean
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    I am trying to do exactly what Tonmoy is trying to do. I have access to Insights, but the data in the backlog report looks very wrong. It shows that I've got over 100 tickets in the New state in my backlog every day, and yet we only get 30-50 tickets per day. I submitted a support ticket.

    Is there a general way in Insights to set up a daily snapshot for a piece of data? I suspect that the backlog report is not a daily snapshot but instead is built on Events that happened that day.

    Jean

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  • Andrea Saez
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    @Jean - it may just be your Insights dashboards need a little refresher. Hopefully @Jenny can jump in and take care of that for you!

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  • Jennifer Rowe
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    Thanks, Andrea. 

    @Jean, I talked to Jenny and she says she passed your ticket on to our Insights experts. So it's in good hands, and hopefully you'll hear from someone soon.

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  • James Brown
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    Hi: I'd like to use insights to pull the ticket description and create reports based on the description containing certain words or strings. We are currently using Views as a work around. Can insights be used for this?

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  • Jessie Schutz
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    Hi James!

    Insights doesn't pull in the ticket description from Zendesk. What you might consider doing is creating a custom ticket field that captures different request types or ticket topics, and then set up triggers to set that field value based on keywords or strings in the ticket description. Custom ticket fields are pulled into Zendesk, so you'll be able to set up reports that way.

    Do you think that would work for you?

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  • Casey Michaels
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    I need to be able to report from when a tag is added and when it's removed from each ticket.  Any idea?

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  • Joseph Black
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    Hi Earl,

    Unfortunately you cannot track tag changes in the Insights' events datasets. If at all possible I would recommend setting up your tags as fields instead (as drop-down or checkbox fields with associated tags). That way you can use the [Text Field] New value and [Text Field] Previous value attributes to track your field changes.

    For more information on using the events datasets, please see the the following documentation: https://support.zendesk.com/hc/en-us/articles/203777516-Building-custom-metrics-for-the-Events-model-in-Insights-Plus-and-Enterprise-

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  • Jalal
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    Hello,

    I am trying to see live dashboard for new tickets. Because sometimes agents didn't receive emails.

    I created new report 'New tickets' which show number of new tickets ( simple report ).

    Today, I have 2 new tickets. But report just show one of them.

    My question, does Good Data take time to sync Zendesk data ??

    Jalal

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  • Kevin Hunter
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    I'm creating a few charts using insights, and one thing I can't figure out how to do is how to include the area/column values *in the chart*. For example, I'm trying to summarize tickets by priority for 2015, and I can create a beautiful pie chart, but my boss wants to include this in a powerpoint presentation, and I can't see a way to show all the pie slice values *without mousing over them*. Is there a way I can capture those values in a screen shot?

    I also tried a bar chart, and while that shows the values on the left (as opposed to just the proportional values of the pie chart), it would be much more readable if I could show them superimposed on the columns.

    I'd also like to show percentages as well as totals... probably a second question?

    thanks!

    kevin

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  • Anna Everson
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    Hi Kevin!

    There isn't currently possible to change the legend placements in Insights reports. The easiest way to make pie charts for Powerpoints like you're describing is to export the report data to an XLS file, open it in Excel (or similar program) and make the chart there.

    Thanks!

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  • Graeme Carmichael
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    Christopher

    To change the metric order you need to convert your chart back to a table. Then drag to reverse the order of the metric columns. Then change back to a stacked bar chart and you should find that the order has changed.

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  • Graeme Carmichael
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    Christopher

    I can replicate your findings when I use a secondary axis. Let me think about that.

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  • Graeme Carmichael
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    Christopher

    I believe that stacked bar charts are not supported with a secondary axis. So what you are seeing is the two metrics placed on top of each other. When you reverse the order, the chart goes blue because the first metric is placed behind the second. So it is there, but you cannot see it. So you always have to have the high values render first - at the left most side of your table.

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