Zendesk has 10 custom reports available in Grow, as well as 10 pre-built metrics. When you select “Zendesk Custom Metric,” the following reports will then appear in a drop-down menu.
- Satisfaction Ratings
- Search Count
- Ticket Metrics
- Views (all)
- View (detailed)
End users of Zendesk (your customers) can be segmented into Organizations. You can manually assign customers to an org, or auto assign them based on their email address domain.
The Organizations Report in Grow returns a list of organizations along with their details.
If you have enabled satisfaction ratings for your account, this report allows you to quickly retrieve all ratings.
Pick the report Satisfaction Ratings, then chose a timeframe. If no data is returned, you either have not turned on Satisfaction ratings, or you have not received any in your time frame. If you need help turning on or understanding your Satisfaction ratings, Zendesk has a pretty comprehensive article here.
Search is the most powerful report type, and hence, can also be complex to use. Read more about how to use the Search report in Grow in this help article.
The search count report returns how many times tickets, users, and organizations in your Zendesk have been searched in a given time period.
Tags can be added to tickets, users, and organizations in Zendesk to filter workflow and correctly escalate tickets within your organization. Tags can be added manually (tickets, users, and organizations) or automatically (tickets only).
The Tags report in Grow shows how many times each tag has been used. If you need help understanding how to use tags, you could check out this Zendesk article here.
Note: Zendesk only updates once every 24 hours, so the data may not reflect correctly in Grow if you have made changes on the same day. It should be updated by the next day.
The Tickets report pulls all of the information about your tickets in Zendesk. This includes created and updated dates, name and address of the sender (customer) and recipient (your organization), which channel it came through, description of the ticket, status, satisfaction rating, tags, priority, and subject, among other information.
In Grow, you can remove the columns of information that don’t contribute to the chart you want to display.
Ticket Metrics show the times at which tickets were created, updated, resolved, or closed in Zendesk. This can also be very useful if you need to keep track of the time it took to respond to a chat or resolve a ticket.
Users in Zendesk are everyone who uses it---customers, agents within your organization, and any other kind of account that has been created. Anyone who has submitted a ticket will also show up. This report will show you the day and time an account was created, what restrictions each account has, the roles assigned to an account, among other settings.
To view this information in Zendesk, click on Admin (gear button), and under Manage, select People. Selecting a person will also allow you to see the tickets they have submitted.
In Zendesk, Views sorts your tickets by each one’s status (open, resolved, assigned, pending). When you run the Views (all) report in Grow, it will display information about each type of view and the settings configured for each one (active/inactive, constraints or filters, etc.).
The View (detailed) report is similar to the Views (all) report in that it shows the same categories of information. It is different because the View (detailed) report only shows the parameters set for one single view, not all of the possible views in your Zendesk account.
To run this report, you will need the report ID. Once you add a Custom Metric from Zendesk in Grow, choose View (detailed) from the drop-down menu. Immediately underneath, you will see a place to enter the “View ID.”
To find the View ID in Zendesk, click on Admin (gear button). Under the Manage list, select Views. This will bring up all of your active views. Each view has an edit link to its right. Once you click edit, you should see “Permalink [Copy to clipboard]” on the right side of the page. The permalink is also listed immediately under the “Copy to clipboard” link. You can copy from either of these places. The View ID is the last 8 numbers of the URL the permalink gives you.
Another option is to run the Views (all) report. The report has a column that shows the ID for each view.
Once you copy the view ID into Grow, you will then be able to click connect and the data for the report will show up. You can then add the metric into Grow.
If you have any questions please email firstname.lastname@example.org or chat in on the site.