Explore Datasets

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here there's an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

We also need to cross two datasets: Tickets and SLAs. In this case I consider this to be a BUG. Explore is not reporting correctly which agents solved interactions within the first response and next responses SLAs. Since these SLAs exist, we understand Explore should be able to show which agents solved each interaction and not the whole ticket. So if you allow for SLAs at interaction level and not only Ticket level, Explore should be able to track the agents performance based on interactions for clients who might have up to 6 different agents participating in the same ticket to improve Customer Experience.

Thanks.

Another use case for combining datasets:

We are interested in measuring First Reply Time per agent, which isn't accurate using Support: Tickets dataset, as a lot of our tickets are first handled by Agent A, then passed over to Agent B who solves it. So if I report on FRT per assignee, Agent B would have the FRT that 'belongs to' Agent A.

This is a really important KPI for us and makes it difficult to manage on a more granular level, when we can't accurately report on it.

+1 for combining Datasets

+1 for Guide and Search in Explore

I need to show the Average ticket age with KB article linked V's the average ticket age without a KB article linked. 

+1 for Guide and search data in Explore!

+1 for combining data sets.
+1 for Guide and search data in Explore.

Or at least the ability to export data from Reporting tab in Support and upload to Explore.

The Explore interface is easily Zendesk's best feature to work with. Extremely user-friendly. But this is capability is a pretty big miss.

Hope to see it added soon!

+1 on Guide availability in explore. I want to know metrics on internal and external visitors to the page. How many agents are viewing Guide and how many articles are they viewing?

+1 to create a metric from multiple datasets, or possibly create a single new dataset extracting key data from multiple existing datasets.