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?
Por favor, entrar para comentar.