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Rob Stack

Zendesk Documentation Team

Data ultima modifica: 18 mar 2025

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11 commenti

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      Eugene Villanueva

      Hi. What is the best metric to use if we want to measure the ticket handling time of each agent per ticket?

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      Gabriel Manlapig

      Hi Elvis,

      Can you please send a screenshot of your whole query report for our reference and what type of export file did you select? We tried this on our end and exported the query report via CSV or Excel, but the data is not combined. 
       
      For reference, please see sample screenshots below:
       



      Can you please try creating a new query from scratch and exporting the query report? Thank you!
       

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      Elvis Andreu

      Hi Gabriel,

      Thank you so much for your help. I'm getting closer. I followed your steps but when I remove the filter the data is too large and I get the "Narrow down your report" box. If I add a filter back and specify "Ticket Updated - Date" to only 2023 for example, the report runs and I can export but the columns are still combined as previously.

      Thank you,

      Elvis

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      Gabriel Manlapig

      Hi Elvis,
       
      Can you try this approach by moving / dragging the attribute "Ticket updated - Date" from columns to rows and removing the Ticket created - Date attribute In the Filters panel. Also please make sure the Visualization type menu () in the right sidebar is set to Table.
       
      For reference, please see screenshot below:
       

       
      And when you export the report via CSV or Excel, the table will display like this:
       

       
      I hope this helps. Thank you!
       

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      Elvis Andreu

      Hello, I've been trying to replicate the "export" functionality using Explore. Very simply, I just need to export to csv or excel a list report that has 2 columns - Ticket ID and the last time the Ticket Updated - Date was updated.  I would like to filter or create metric for specific Ticket Updated Dates, but not necessary, I can always filter out in excel afterwards. I don't need a chart or anything visual, just a simple excel with those two columns.

      I created a customized report but the export seems to repeat entries for every time the ticket was updated, not just the last time. Additionally, both fields are combined into one column and is also limited to just 2023 dates, even though I didn't specify anywhere (see screen shot below).

      I used to be able to do this using Export function but that was removed and limited to Admins only, which I am not. Thank you!

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      John DiGregorio

      Dave Dyson

      Hello Dave - based upon your responses you seem to be very knowledgeable when it comes to Explorer.   I just took a job at a company that uses Zendesk and coming from a SalesForce shop I am struggling with the concept of Explorer and having to add the queries to dashboards.  I figured out how to do it but it seems odd they they don't have a way to run the query in a plain report mode.   Are there any add-ons that you could recommend.   I am 6x certified in SalesForce so I consider myself very technical.   From reading older posts it looks like Zendesk used a product called Insights before, which had plain reporting.   I just want to be able to filter and sort on column headers and in the queries it only works on some columns but not all.   Any help would be greatly appreciated

       

       

       

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      Dave Dyson

      Hi Alessia,
       
      Welcome to the community! To limit the date range of the data in your query, you'll want to apply a Filter based on a metric (e.g. the date tickets were created, the date they were solved, etc.). See "Example: Filtering by metrics" here: Working with query filters

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      Alessia Cipriano

      When building a query I dont see a way input a 'date range' for the data. How can i have the query only show only the data from (for example) January 1-31 or the last quarter? thank you

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      Edmee H

       

       

      Edmee H

      30 sept. 2021 à 05:51 UTC−7

      Bonjour !

      Afin de procéder à l'amélioration continue de notre centre d'aide, mon équipe utilise l'onglet Rapports de l'application Support de Zendesk. Nous utilisons notamment la page Recherche.

      Si, pour une recherche donnée, il y a 1 ticket dans la colonne "tickets créés", nous aimerions pouvoir visualiser le ticket en question. Cela nous permettrait de mieux comprendre ce que l'utilisateur voulait dire en tapant ce terme de recherche.

      Peut-on créer une requête pour obtenir l'ID des tickets créés après une recherche ?

      Bonne journée

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      Dave Dyson

      Hi Fabiana -

      Just to make sure, when you're on the Queries Library page, you've clicked "All queries" so that's highlighted, you don't have any search criteria entered that would limit the results, and also you've scrolled down all the way to the bottom (it should auto-load more queries to the list as you scroll down)?

      If all of that is true, I wonder if there might be a browser issue. I'd suggest contacting our support team via chat (Option 1 here), so they can help troubleshoot your issue:: https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support

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