Challenges with Historical Ticket Reporting in Zendesk
What are the challenges with reporting on historical tickets in Zendesk?
Reporting on historical tickets in Zendesk can be challenging due to the lack of certain attributes, like 'Received At', in Explore. This limitation means that users cannot easily track the original email address for tickets over time. Many users have expressed frustration over this, as it complicates the analysis of past support interactions.
Some users have resorted to using the API to export data and create reports externally, but this is not an ideal solution. Zendesk is aware of the demand for this feature, and users are encouraged to upvote related feature requests.
More related questions
How can I create a report on tickets received at each support email address in Zendesk?
To create a report on tickets received at each support email address in Zendesk, you can use the Explore feature. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports…
What do I need to create a ticket report in Zendesk Explore?
To create a ticket report in Zendesk Explore, you'll need a few things. First, ensure you have either the Zendesk Explore Professional or Enterprise plan. You'll also need editor or admin permissions to access Explore. The process is…
Why can't I report on the 'Received At' email address in Zendesk Explore?
Currently, Zendesk Explore does not include the 'Received At' email address as an attribute for reporting, which has been a point of frustration for many users. This attribute is crucial for understanding where tickets are coming from, but it is…
How can I visualize ticket data by email address in Zendesk Explore?
In Zendesk Explore, you can visualize ticket data by email address by setting up a report with the 'Ticket email address' attribute. After creating a new report and selecting the 'Support - Tickets' dataset, add 'Tickets' under Metrics and 'Ticket…
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