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Eugene Orman

已加入2021年4月14日

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最后活动2025年1月22日

Zendesk Product Manager

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的最新活动 Eugene Orman

Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Carmen,  I checked your ticket with our Support team, and they have provided more details now. I hope this addresses your concerns. 


Jon,  you have a valid point. For sure, there are some useful reports that look at the time ranges longer than 37 months. However, this is the trade-off we need to make to provide good performance and reliability.  Believe me, we considered and investigated many other solutions. Unfortunately, it is impossible to opt-out from this change per account basis because the data pruning mechanism is applied on the data source level that is account agnostic. 


I want to clarify this data point “only 2% of reports being filtered by the time ranges longer than 37 months”.  It refers to the report executions, so it means that only 2% of all report executions looked at time ranges longer than 37 months. For example, if you have a report filtered by 30 days but while using it in the dashboard, you filtered it by 4 years, this report execution is included in this 2%. I will pull the list of the reports that had a longer time range executed in your account and will send it to you via a proactive ticket. 

Eli, thank you for your feedback. Your account is indeed not large enough to experience the performance issues with Explore.  As mentioned above, it is impossible to opt-out from this change per account basis because of how the source data is stored.  

查看评论 · 已于 2025年1月22日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

评论Viewing and using dashboards

Sydney Neubauer Thank you for raising good questions. 

1. Only Explore admins have access to the Dataset Exports feature. This point is added to this article now.
2. All Explore admins have access to all active and recent exports. So, the access is per account.

3. There is no way to create the export on someone's behalf but any admin can download the export even if it was configured by someone else. 
4. Only the admin who created the export and the account owner will receive the email notification. The idea is to make the account owner aware of the dataset export. What do you dislike about this behaviour? 
 

查看评论 · 已于 2025年1月21日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Thank you for sharing your feedback. We understand that this adjustment may raise concerns, and we want to assure you that your input is invaluable to us.

We'd like to offer an important clarification: This data retention policy will solely impact data within the Explore analytics tool. Other Zendesk features like Agent workspace, Search, Help Center and APIs will not be impacted.
 
The decision to implement data retention in Explore was not made lightly. It was a careful decision aimed at enhancing the overall performance and reliability of the platform.  We observed up to 85% faster report execution times on the accounts with 37-month data retention. While everyone will experience improved performance and stability, accounts with higher volumes of data and longer history will likely see the most significant gains. This enhancement is crucial for providing a more efficient reporting experience for all users and enables Zendesk to continue enriching Explore with new data.
 
Our analysis shows that most users focus on recent data, with only 2% of the executed reports being filtered by the time ranges longer than 37 months. This supports our decision to introduce data retention for maintaining a high-quality reporting experience.
 
We appreciate your understanding and continued support as we strive to improve our product. Please continue to provide feedback and comments in this thread, we will respond in a timely manner. If you have technical concerns, please reach out to your Account Manager or a member of our Support team who would be glad to assist you. 
 
Thank you for being a valued member of our community and Zendesk customer.
 

查看评论 · 已于 2025年1月17日 编辑 · Eugene Orman

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Eugene Orman 创建了一篇文章,

文章公告
宣布日期 开始推行 结束推行
2024 年 12 月 5 日 2024 年 12 月 5 日 2024 年 12 月 20 日

我们很高兴地宣布在 Explore 中正式推出数据集导出功能,用户将能够轻松从 Explore 导出大量数据。

此公告回答了以下问题:

有什么变化,为什么?

从 Explore 导出报告或面板存在一定限制,例如最多 50,000 行、最长运行时间为两分钟。但是,使用新的数据集导出功能,您可以从 Explore 数据集导出粒度数据,不受这些限制。

您可以定期或一次性从 Explore 数据集导出数据。导出的数据集以 CSV 文件形式提供,您可以下载该文件,并将其与您选择的第三方 BI 或分析工具整合。导出数据集之后,可以更轻松地将 Zendesk 数据与其它数据源合并,帮助您更全面地了解业务运营情况。

当前可导出以下数据集: 

  • Answer Bot - 工作流程生成器
  • 在线交谈和消息传送 - 互动
  • 在线交谈和消息传送 - 消息传送工单
  • Guide - 知识库
  • Support - 工单
  • Support - SLA
  • Support - 更新历史记录
  • Talk - 通话

此功能将来会扩展到其他数据集。

观看以下视频,了解如何导出 Explore 数据集。

使用 Zendesk Explore 导出数据集 (1:41)

有关更多信息,请参阅从 Explore 导出数据集

谁可以使用数据集导出功能?

数据集导出功能在 Explore Professional、Explore Enterprise、Suite Professional 和 Suite Enterprise 服务模式中可用,且可由管理员配置。 

注意:如果您正在参与体验数据集导出功能 Beta 版,但您的服务模式已不再符合此功能的使用条件,请联系您的客户经理或成功经理。

我需要做些什么?

您无需进行任何操作。如果您在使用受支持的服务模式,可以立即开始使用新的数据集导出功能。

如果您对此功能有任何反馈,请填写此调查

如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2024年12月11日 编辑 · Eugene Orman

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Eugene Orman 创建了一篇文章,

文章公告
宣布日期 开始推行 结束推行
2025 年 1 月 6 日 2025 年 7 月 7 日 2025 年 9 月 30 日

从 2025 年 7 月 7 日起,Zendesk 将为 Explore 推出 37 个月的数据保留期限,以提高报告加载速度。

此公告回答了以下问题:

有什么变化?

如今,Explore 报告功能允许用户处理所有与其帐户相关的数据。因此,使用期限较长和数据集较大的客户在执行复杂的报告时会遇到性能下降的问题,即使应用了日期筛选也是如此。

为了最好地将我们的产品体验与观察到的使用情况和提升报告加载时间结合起来,我们计划将 Explore 中的可用数据上限设置为 37 个月。

重要提示:新的保留限制不会影响其他 Zendesk 功能。用户仍可访问专员工作区、Guide、帐户导出API 数据。

Zendesk 为何作出这项更改?

自愿将数据可用性限制在 37 个月内的客户体验到了报告加载速度的显著提升。研究显示,大多数 Explore 报告和面板都是按最近的时间范围筛选,例如上个月或上周,而很少按超过 12 个月的时间范围筛选。推出 37 个月的数据保留上限,将显著提升报告性能,同时将对整体报告体验的负面影响降到最低。

如何应用数据保留?

新的后台 Explore 进程将移除超过 37 个月以前已解决的已关闭工单。这将影响大多数 Support、Chat 和 Talk 以及人工智能智能分类数据集。对于其他数据集,例如 Guide 或 Answer Bot,我们将移除超过 37 个月以前记录的所有数据。  

用户、组织和自定义对象数据将不会移除。

我需要做些什么?

此更改在 2025 年 7 月 7 日之后自动生效,您已配置的任何使用超过此新限制的数据的报告将不再显示超过 37 个月的数据。在报告或面板中选择早于此限制的日期范围时,将无法检索到除未解决的工单之外的任何结果。 

如果您的组织依靠 Explore 检索超过 37 个月的数据,在应用该限制之前,您可以导出查看超过 37 个月数据的报告和面板。您还可以调整工作流程,开始使用来自其他来源的历史数据,例如:

  • 在专员工作区中搜索 
  • 从管理中心数据导出功能导出工单和用户列表 
  • 使用 API 访问您的帐户中原始和未处理的历史数据。 

如果您对此公告有反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年1月08日 编辑 · Eugene Orman

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Eugene Orman 进行了评论,

评论Viewing and using dashboards

Hi everyone, 

We are planning to make the dataset exports feature generally available at the end of this year. However, if you want to join the Beta fill out this form - https://forms.gle/43GHPvYKsVXFsHweA

查看评论 · 已于 2024年10月24日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Thank you for sharing your feedback. Placing all values of one multi-select field into an array makes sense. It is something we considering for the Dataset Exporter. However, there are no plans to change the current behaviour for the Report and Dashboard exports. 

查看评论 · 已于 2024年6月11日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Thank you for sharing this feedback. I understand how reporting on business hours instead of calendar hours can improve your analyses.  

Implementing this functionality is technically very complex. It is something we can consider in future but we will not be able to add this feature to our roadmap this or next year. Please keep sharing your use cases and voting for this post if this functionality is important to you.

查看评论 · 已于 2024年4月25日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

You also can create a report like this in the Knowledge Capture dataset:  

 

Although this dataset is not designed for this case it has the latest Article updated - Date attribute that you can use to filter and slice the data. The only thing you will need to do is to create a simple calculation like this, that counts article IDs: 

查看评论 · 已于 2024年4月19日 发布 · Eugene Orman

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Eugene Orman 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Thank you for all your great feedback. The ability to calculate the time duration between two custom events that occurred during the lifecycle of the ticket can be very insightful.  Unfortunately, the current data model of the Updates history dataset and calculations functionality can not provide this functionality. 

While we would love to address this issue, we cannot work on it this year. 

查看评论 · 已于 2024年4月02日 发布 · Eugene Orman

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