Create Query from two different datasets

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22 Commentaires

  • Commentaire officiel
    Eugene Orman
    Zendesk Product Manager

    Hi everyone, 

    Thank you for sharing your feedback and use cases.

    The ability to join different types of data is different on our radar. We are looking into different ways to fit this functionality into Explore. However, active implementation of this functionality is not on our immediate roadmap. We will share more details as soon as we will be ready to start working on this feature.

    Please continue sharing your thoughts and vote for this feature if it is important for your team.

  • Kalle Windefalk

    +1

    5
  • Alexey Krasnichenko

    I would love to see it too

    4
  • Kalle Windefalk

    I would like to be able to report on linked article tickets where the link is private or public. 

    4
  • Alina Lushnikova

    Strongly agree, joining datasets would solve so many problems for us! For example, we want to report on SLA by channel: emails (in-built SLAs), phone calls and chats (custom metrics built on the first reply time thresholds). Creating one query for all these metrics is easy and natural in Insights - and absolutely not possible in Explore. Would love to see an ETA on this.

    8
  • Louis Evangelista

    Yes it would help in agent metrics and KPI for time tracking.

    5
  • Justyna Pultowicz

    Absolutely, same here!

    2
  • Franco Landa

    +1 This would be amazing to see for our Team Leaders who currently have to build multiple queries just to capture a few metrics from different datasets.

    3
  • Nicole

    +1, agree with Alina!

    3
  • Paul Strauss

    100% - this is critical for our reporting to get a full view of customer interactions across support, chat, and talk, and individual queries in a dashboard aren't enough to solve our use case.

    2
  • Brecht Smit

    Same here.

    I select for each incoming call a reason why they contacted us... from a dropdown menu (custom ticket field created in Zendesk)

    The same i do for the emails we receive.

    Now i would like to see the percentages of all the reasons customers contact us; using both talk dataset and suppport dataset in one querry.
    Now i have to make two seperate querries, one using the call data; the other querry using only the email (support)dataset...

    3
  • Qin Brian

    strongly agreed. For example to connect Chat and Tickets

    2
  • Scot Sroka

    Agreed this would be very helpful! 

    4
  • Sydney Neubauer

    We have a similar post that needs multiple datasets in order to get the data we need: https://support.zendesk.com/hc/en-us/community/posts/4413823614234-Ability-to-see-internal-and-externally-posted-articles

    Currently linking history and currently published articles are 2 datasets. In other words, you are not able to see the articles that have not been linked as it requires there to be previous linking to show up in the KCapp linking dataset. As well, the KCapp also shows ALL articles that were linked, which includes archived articles, or external articles.

    The ability to filter this data are in different datasets so we are only able to get a partial picture as to how helpful our knowledgebase is for our Agents

    4
  • barbara

    +1 

    This feature would be really helpful.

    1
  • Mario Guisado

    Add me to the list that would like to see this happen.

    1
  • Antonio

    +1!! This is not just something that would be nice to have. This is something that is absolutely necessary!! It's so basic that I can't comprehend how this is not possible to do right now, when it was so easy before when we had Insights!

    2
  • Equipe Business Technology

    I agree, this is a critical feature that would be very useful.

    1
  • Paul Jarman

    Totally agree, this is a critical feature and is preventing us from creating efficient reporting processes internally.  This coupled with no Explore API leaves us hand-tied to properly manage performance.  Unusual for an enterprise level tool such as this and not something we were made aware of when buying the tool!

    1
  • Bill Cicchetti

    Why not just get rid of datasets and allow us to report across the entire DB?  My guess is the reason why is for "performance reasons" which seems to drive alot of architectural decisions and making things harder for end users 

    0
  • Paul Strauss

    Bill Cicchetti - it's likely because each of these Zendesk systems are independent applications that are loosely-coupled. For instance, Zendesk Chat used to be an application called Zopim, so it has its own database. It would take massive refactoring to combine these datasets. We solve this problem in our reporting by using Domo, which allows us to combine data from multiple sources using their ETL tools.

    0
  • Bill Cicchetti

    Paul Strauss  That's understandable. I was referring mainly to the main support ticket forms with the Org and User info.  Its frustrating for example when you want backlog info with some ticket volume data and they have to be on two reports.  Don't get me started with limit reporting options for orgs and users. ;)

    0

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