- Week over week
- Quarter over quarter
- Year over year
Examples of metrics you could base this report on:
- Tickets created
- Tickets solved
- Satisfaction - See our guide here: Week over week satisfaction percentage change
- Average first reply time
- Average full resolution time
- Problem tickets
What you'll need
Skill level: Easy
Time Required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the query
To create the query
- In Explore, navigate to the Reports library by clicking the report (
) icon. - Click New report.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. The query builder will open for you.
- Now, create Date range calculated metrics to show the number of tickets created within the required quarter. From the Calculations (
) menu, click Date range calculated metric. - Create a new date range calculated metric called Created tickets - current quarter and set it up as follows:
- Original metric: Tickets
- Defined on: Ticket Created
- Date range: Advanced
- From the beginning of: This quarter
- To the end of: This quarter
6. Create a new date range calculated metric called Created tickets - previous quarter and set it up as follows:
- Original metric: Tickets
- Defined on: Tickets Created
- Date range: Advanced
- From the beginning of: 1 quarters in the past
- To the end of: 1 quarters in the past
7. In the Metrics panel, click Add.
8. From the list of metrics, choose Created tickets - current quarter and Created tickets - previous quarter, then click Apply. Make sure you add the 2 metrics in the order noted above with the current quarter metric first.
9. Ensure the metric aggregators for the custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
10. From the Visualization type (
) menu, click KPI.
11. From the Chart configuration (
) menu, click Chart.
12. Within the Chart settings, Enable Show Variation > Variation type = Percentage.
The query is complete. See the screenshot below for an example of how it will look.
Dashboard example:
Additional: You could look to further refine this report by adding filters either on the report level, or allowing the report to interact with the dashboard filters instead.