In this recipe, you'll learn how to use the information that Explore collects from the messaging channel to understand how many conversations have been created in the last eight hours. For more information, seeAbout messaging.
What you'll need
Skill level:Intermediate
Time required:10minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving users access to Explore)
- Conversations in Zendesk messaging
Creating the report
- In Zendesk Explore, click the Reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support -Tickets, then clickStart report. The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, selectTickets>Tickets, then clickApply. Ensure the aggregator for this metric is set toD_COUNT.
- In theColumnspanel, clickAdd.
- From the list of attributes, selectTime - Ticket created>Ticket created - Hour, then clickApply.
- Click the attribute you just added, then clickEdit date rangesand select theAdvancedtab.
- Set the following criteria:
- From the beginning of|8 hours in the past
- To the end of|This hour
- In theFilterspanel, clickAdd.
- From the list of attributes, selectTicket>Ticket channel, then clickApply.
- Click the filter you just added, select onlyMessagingas the filter, then clickApply.
- In the visualization type menu (
), clickColumn. Explore displays a column chart showing all messaging tickets created over the last eight hours. - To show the number of tickets above each column, go to theChart configurationmenu (
) and clickDisplay format>Edit displayed values. - In theShow valuefield, selectShow.
- Give the report a descriptive name and clickSave.
3 Comments
HiRob Stack
This link doesn't work.
About Zendesk messaging
Thanks.
Maria
Thanks for the heads up! I believe this is the correct link you're looking for:About messaging
I'll let our documentation team know that this article needs to be updated with the correct link.
Cheers!
Makythe link is now fixed. Thanks again for pointing this out!
Pleasesign into leave a comment.