Explore Datasets

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Kerry Charlton

Data ultimo post: 22 mar 2019

We are finding Explore to be fairly restricted as you aren't able to compile reports with mixed datasets. For example: 

We would like to be able to build a report that will track the following:

  • Ticket ID
  • SLA policy
    • In SLA
    • Outside of SLA
  • Time spent in ticket status New
  • Time spent in ticket status Open
  • Time spent in ticket status Pending
  • Time spent in ticket status On-Hold

Bullet points 1 and 5 - 8 are all metrics in the Ticket Updates Dataset and 1- 3 are in the SLA's dataset. We have been told by Zendesk Support the above would need to be created as two separate reports. This is really disappointing, as this report can be produced in Insights with the [Text Field] Duration in minutes metric and also an SLA metric.

Could you please confirm if it's on the development plan to allow for datasets to overlay in a single report?

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      Kerry Charlton

      Hi,   

       

      We have a requirement to review backlog tickets based on tag and organisations within a single report, I have logged a ticket and am keen to understand if it is possible to use multiple datasets.

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      Johny Einarsson

      I concur with above wishes for Guide metric integration into Explore.

      4

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      Marcel

      +1 for Guide datasets to get more insights into the knowledge base articles and community forum usage.

      Best,
      Marcel

      4

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      Nicolas Gorga

      +1 vote to have this funcionality

      2

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      Fiona

      I would like to have datasets for Guide available in Explore - I'd like to know the following:

      - How long people spend on one article page

      - Which articles lead to ticket creation

      - Which search term leads to ticket creation.

      - Which articles are most popular (removing internal IP addresses)

      - All the data from the reporting section under 'knowledge base' and 'search' but configurable in Explore. Not only for better visibility, but also for efficiency so that all dashboards and reports can be in one place.

      Thanks!

      Fiona

      9

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      Michael Blakley

      I would like a single combined SLA achievement across channels.  I can do Talk (even though there are no Policies there), and then I can combine the other channels in a Policy, but can't do an aggregate.

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      Chris Bulin

      We would like to build a report that shows Total Time Spent, Avg Time per Ticket, and Avg Time Per Update for tickets that have 0 or 1 agent reply. Unfortunately, agent replies and ticket timing are in two different datasets so I'm unable to build that report.

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      Kerry Charlton

      Hi Vincent,

       

      Yes, we would like to be able to build a report with the metrics/attributes listed.

       

      Kind Regards

      Kerry

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      Vincent Dollet

      Hi Kerry,

      Thanks for reaching out.

      Just to be sure, can you please confirm you are interested in pulling a list with:

      • Ticket ID
      • SLA Policy Name
      • SLA status (breached vs achieved) across all metrics
      • Total time spent in new status, across the entire ticket's lifecyle
      • Total time spent in open status, across the entire ticket's lifecyle
      • Total time spent in pending status, across the entire ticket's lifecyle
      • Total time spent in on-hold status, across the entire ticket's lifecyle

      Kind regards

      Vincent

      0

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