Understanding the Tickets Dataset in Zendesk
What is the Tickets dataset in Zendesk Support?
The Tickets dataset in Zendesk Support contains general ticket information, excluding changes or updates to tickets. It provides a comprehensive view of ticket metrics and attributes, such as the total number of tickets, solved tickets, and tickets submitted by end-users or agents. This dataset is crucial for understanding the overall ticket flow and performance in your support system.
More related questions
What are the requirements to use metrics and attributes in Zendesk Explore?
To use metrics and attributes in custom reporting with Zendesk Explore, you need to be on a Professional or Enterprise plan. If you're on the Explore Lite plan, you'll only have access to a subset of these metrics and attributes through prebuilt…
How can I report on ticket deletions in Zendesk?
Deleted tickets are not included in the Tickets dataset in Zendesk Support. If you need to report on ticket deletions, you'll have to refer to specific documentation or support resources that address this topic. The standard Tickets dataset focuses…
What are some key metrics available in the Tickets dataset?
The Tickets dataset offers a variety of metrics, including the total number of tickets, solved tickets, end-user submitted tickets, and agent submitted tickets. It also includes metrics for reassigned tickets, reopened tickets, and tickets with…
How is the percentage of one-touch tickets calculated?
The percentage of one-touch tickets is calculated by dividing the number of tickets solved after one agent reply by the total number of solved tickets. This metric helps in understanding the efficiency of ticket resolution processes, indicating how…
What does the 'First reply time' metric indicate?
The 'First reply time' metric measures the duration between when a ticket was created and the first public agent reply. It can be calculated in minutes, hours, or days, and is crucial for assessing the responsiveness of your support team. This…
How can I measure ticket satisfaction in Zendesk?
Ticket satisfaction in Zendesk can be measured using metrics like good satisfaction tickets, bad satisfaction tickets, and the percentage of satisfaction surveys rated good. These metrics help in evaluating customer satisfaction and identifying…
What is the 'Requester wait time' metric?
The 'Requester wait time' metric measures the time a ticket spends in the New, Open, and On-hold statuses. This metric is calculated only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. It provides insights into how…
How do I track the number of active users in Zendesk?
The number of active users in Zendesk can be tracked using the 'Users' metric, which counts active user profiles. This includes agents, administrators, and end-users who are currently active in your Zendesk account. Monitoring this metric helps in…
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