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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Customer Satisfaction CSAT Report in Explore
      Respondido
      We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets o...

      Publicado 11 de jan. de 2021 · Jahn Jerenz Bronilla

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      Understanding Differing Ticket Counts between Datasets
      Respondido
      I'm currently working on reviewing data from our past year. Simple start is comparing our volume to the previous year. T...

      Publicado 08 de jan. de 2021 · Travis Tubbs

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      Report on list of tickets which were set to Pending status for the very first time
      Respondido
      Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first ...

      Publicado 06 de jan. de 2021 · Prerana Jawalkar

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      Count of Ticket Field change in Exlpore
      Respondido
      Hi there,  I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enou...

      Publicado 05 de jan. de 2021 · Emma Kane

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      Calculating time between status updates
      Respondido
      I am trying to calculate the time between status updates. For example: How long to tickets usually take to go from tick...

      Publicado 05 de jan. de 2021 · Britta Felzmann

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      FCR % - I need to find a way to capture % Full Resolution Time < 2 hrs of tickets solved
      Respondido
      I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and...

      Publicado 30 de dez. de 2020 · Ron Stuckey

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      Using date range calculated metric in a standard calculated metric
      Respondido
      Hello, I am trying to use a date range calculated metric in a standard one but I don't succeed. I have my two metrics ...

      Publicado 28 de dez. de 2020 · Le blagueur masqué

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      Count updates on specific custom field
      Respondido
      Hi all, I want to analyze in Explore how often a specific custom field on a ticket was changed by a group of agents. I ...

      Publicado 29 de out. de 2020 · Stephan Buse

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      Using Groups in Stacked Charts
      Respondido
      All, I've searched the community and can't find how to do this.  I have multiple categories and subcategories for ticke...

      Publicado 10 de jan. de 2020 · John Ritter

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      First Response Time Inaccuracies
      Respondido
      We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage o...

      Publicado 27 de nov. de 2019 · IOLLA Support

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