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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
      Avec réponse
      We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets o...

      Publication le 11 janv. 2021 · Jahn Jerenz Bronilla

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

      Publication le 08 janv. 2021 · Travis Tubbs

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

      Publication le 06 janv. 2021 · Prerana Jawalkar

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

      Publication le 05 janv. 2021 · Emma Kane

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

      Publication le 05 janv. 2021 · Britta Felzmann

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

      Publication le 30 déc. 2020 · Ron Stuckey

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      Using date range calculated metric in a standard calculated metric
      Avec réponse
      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 ...

      Publication le 28 déc. 2020 · Le blagueur masqué

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      Count updates on specific custom field
      Avec réponse
      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 ...

      Publication le 29 oct. 2020 · Stephan Buse

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

      Publication le 10 janv. 2020 · John Ritter

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      First Response Time Inaccuracies
      Avec réponse
      We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage o...

      Publication le 27 nov. 2019 · IOLLA Support

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