For anyone in the community that could direct me through the procedures in creating these 2 reports, I would very much appreciate. I am totally new to Insights, and have been trying to create these reports all day, and it's been giving me fits. First let me explain a few things.
- We only just launched our Help Center Nov 1st of 2014.
- We have been using Zendesk for years now, but our workflow up until Nov 2014 has been to create tickets manually by our agents, a method we will use on occasion, but try to keep to a minimum.
- In Nov, we introduced to our agents/customers three new ways of creating tickets, in addition to the 'manual' method: receiving tickets via Help Center that are automatically assigned to the agent that normally services that customer, creating tickets via the 'graduating email to a ticket' method, and, via chat.
My management is tasked me with creating 2 reports:
They want to know how many tickets have been created by our clients using the Help Center 'submit a request' option (vs. any other creation method), and, that number as a percentage of the total tickets created per month since we launched the Help Center?
Since that question is a 'two-parter', I assumed we'd need two different reports to report that data, however, if it can be pulled in one report, that'd be great too.
Please help. Thank you.