Frank Ferris

Hi Hannah! To create an Explore report for ticket handoffs, you can filter your data by "Ticket Updates" and then select the "Assignee" and "Requester" attributes. From there, you can add metrics such as "Ticket Count" and "Time to First Reply" to get a better understanding of your team's handoff process.

If you're interested in exporting your data to Google Sheets to make this analysis easier, you should try Coefficient's add-on for Google Sheets. Let me know if you have any other questions or if there's anything else I can help with!

Hi @Mitzi! To view the subject and detail of all incident tickets against a problem ticket (or vice versa), you can use the "Related Tickets" feature in Zendesk. This will allow you to see all tickets related to a specific problem ticket or incident ticket. If you want to export this data for further analysis, you can consider using an add-on like Coefficient to export it to Google Sheets. I hope this helps! Let me know if you have any further questions.

The checkbox solution should work. Alternatively if you don't have TONS of agents, you could use a unique tag for each agent for easier reporting, but obviously not the most scalable solution.

Anne's solution is the best way! Set this up ourselves months ago and it worked great, but agree this should be more intuitively built into the product

Gerardo this is tough to do directly in Zendesk. If you're comfortable working in spreadsheets, I would import your data with an automation tool like Coefficient (which can refresh the data every hour for you), and then you can setup your logic with some basic spreadsheet formulas like COUNTIFS(Sheet1!A:A,"*Tag_1*"). The asterisks in this formula will read as "contains 'Tag_1' in column A:A.

https://coefficient.io/integrations-google-sheets/zendesk

Let me know if that works!

100% agree this should be available in ZD reporting

A good alternative solution is to export the data into a spreadsheet where you can take advantage of easy formulas and flexible reporting to build out this view. Coefficient (disclaimer I work here) offers automatic data imports and refreshes from ZD into Google Sheets. 

https://coefficient.io/integrations-google-sheets/zendesk

Awesome discussion and ideas here! I work for a company that helps automatically import ZD tickets data into spreadsheets, where it can be easier to write custom formulas and define your logic around what makes a "productive rep". Many of our users are solving a similar case.

Free to use (with paid premium features like data automations) if it seems like a fit https://coefficient.io/integrations-google-sheets/zendesk

I find these types of custom attribute formulas can be a pain. Typically I would export this data to a spreadsheet where you have access to many more formulas - in this case you can use =networkdays(start_date,end_date) to calculate number of weekdays. You could even optionally add Holidays to your formula to exclude those.

Try setting up scheduled imports of ZD tickets to Google Sheets using a tool like Coefficient: https://coefficient.io/google-sheets-templates/zendesk-tickets-dashboard

If you can share how you ran your first analysis (and got inaccurate results), that might help community members figure out what went wrong.

Alternatively, if you're more comfortable working with spreadsheet formulas to analyze this, you could try importing your Tickets data into Google Sheets with a tool like Coefficient. Here's a handy free Zendesk tickets template you could start with - you would just need to add your KB and Time-to-close fields to it: https://coefficient.io/google-sheets-templates/zendesk-tickets-dashboard