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Simple Dashboard

  • February 16, 2021
  • 4 replies
  • 0 views
J

Hi I am looking to create a simple dashboard, I have used Zendesk in the past but not zendesk explore. I have started creating a dashboard and have added my agents via column but I want to be able to look at how many tickets they have replied to (not solved) I want to create one for daily, weekly and monthly. Due to the way we work tickets at the moment solved wont be a true indication of how many tickets the agent has responded to which is why I want to be able to see the amount they have sent. What Metric would I select?

      4 replies

      C
      • Chandra13
      • February 18, 2021

      Hi Jay! From what you've described, it sounds like you'll want to build a query in the Ticket Updates dataset and use either the 'Public comments' (if you're looking to count the actual public replies they sent per week/day/month) or the 'Tickets updated w/public comment' metrics (if you're looking to count the unique tickets they responded to publicly). 

      J
      • jay23
      • Author
      • February 18, 2021

      I will give that a go, thank you.

      J
      • jay23
      • Author
      • February 19, 2021

      Sadly there is no option for that within the dashboard. Could you provide the steps please.

      C
      • Chandra13
      • February 19, 2021

      Hi Jay - Happy to help!

      First, would you mind confirming what Zendesk plan you're on? I'm wondering if perhaps you're on a plan that does not support the ability to create custom queries in Explore.

      Otherwise, the creating queries help article might be helpful for you as long (as you're on a plan that allows you to build custom queries).

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