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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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      Customer Satisfaction CSAT Report in Explore
      Respondidas
      We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets o...

      Publicado 11 ene 2021 · Jahn Jerenz Bronilla

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      Understanding Differing Ticket Counts between Datasets
      Respondidas
      I'm currently working on reviewing data from our past year. Simple start is comparing our volume to the previous year. T...

      Publicado 08 ene 2021 · Travis Tubbs

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      Report on list of tickets which were set to Pending status for the very first time
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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 ...

      Publicado 06 ene 2021 · Prerana Jawalkar

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      Count of Ticket Field change in Exlpore
      Respondidas
      Hi there,  I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enou...

      Publicado 05 ene 2021 · Emma Kane

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      Calculating time between status updates
      Respondidas
      I am trying to calculate the time between status updates. For example: How long to tickets usually take to go from tick...

      Publicado 05 ene 2021 · Britta Felzmann

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      FCR % - I need to find a way to capture % Full Resolution Time < 2 hrs of tickets solved
      Respondidas
      I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and...

      Publicado 30 dic 2020 · Ron Stuckey

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      Using date range calculated metric in a standard calculated metric
      Respondidas
      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 ...

      Publicado 28 dic 2020 · Le blagueur masqué

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      Count updates on specific custom field
      Respondidas
      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 ...

      Publicado 29 oct 2020 · Stephan Buse

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      Using Groups in Stacked Charts
      Respondidas
      All, I've searched the community and can't find how to do this.  I have multiple categories and subcategories for ticke...

      Publicado 10 ene 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...

      Publicado 27 nov 2019 · IOLLA Support

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