Reporting recipes for Tasks in Zendesk Explore

The tasks app pushes vital information into Zendesk ticket fields that allow you to report on their activity in Zendesk Explore

Zendesk ticket fields used by the tasks app that may be useful when building reports are: 

Tasks done: Number of tasks that have been checked off the list.

Tasks: Total number of tasks (completed or not completed).

Tasks remaining (list): Lists out the remaining tasks yet to be completed on the ticket separated by commas. 

 

In this article, we'll cover 3 recipes for different reports you may want to build in Zendesk Explore. As you'll see, these reports reference the "Tasks" and "Tasks done" ticket fields to measure task activity. 

 

Recipe 1: The number of completed tasks, broken down by the month the ticket was solved and who was assigned to the ticket at the point it was solved. 

Zendesk_Explore.png

Recipe 2: The total number of tasks vs total completed tasks across all tickets, broken down by ticket assignee. 

Zendesk_Explore.png

Recipe 3: The number of completed tasks, broken down by the month the ticket was updated when each particular task was checked and the agent who actually checked the task off. (Note: Due to the event-based nature of this report, Zendesk Explore may not have the processing power to compute this data on accounts with considerable amounts of data.) 

Zendesk_Explore-4.png

 

Recipe 1 

The number of completed tasks, broken down by the month the ticket was solved and who was assigned to the ticket at the point it was solved. 

In Explore you'll first need to head to the queries section and click on "New Query" at the top right like this: 

Zendesk_Explore.png

Select the "Support" product, then select the "Tickets" dataset type and at the bottom click on "New Query" like this:

 Zendesk_Explore.png

First up, give your report a name like "Tasks completed broken down by ticket assignee".

Zendesk_Explore.png

Now we need to build a calculated metric. To do this click on the calculator icon on the right of the screen and select "Standard calculated metrics" like this:

Zendesk_Explore.png

Now give your metric a name like "Completed tasks (tickets)" and in the formula copy and paste this code:

SUM(Tasks done)

 Your metric should now look like this: Zendesk_Explore.png

Click "Save". 

Now in the "Metrics" section on the left, click "Add", go into calculated metrics and select the metric you just created like this: 

Zendesk_Explore.png

Next, in the "columns" section, click add, search for "ticket solved" and add the items "Ticket solved - Month" and "Ticket solved - Year" like this:

Zendesk_Explore.png

Once added, ensure "Ticket solved - Year" is at the top by dragging it if needed.  

Zendesk_Explore.png

Now click on "Ticket solved - Year" and select which year's data you want to see in the report like this: 

Zendesk_Explore.png

Then in the "Rows" section click on "Add", search for "assignee" and click on "Assignee name" like this:

Zendesk_Explore.png

Lastly, on the left of the chart under the "Assignee name" section, select which agents you want to see completed tasks for. 

Zendesk_Explore.png

This completes the chart. Make sure you save it.

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If you'd like to make any alterations to the chart type, like making it a bar chart or an area chart, you can do this by clicking the chart icon on the right.

If you'd like to change any of the chart details, like labelling of data points or how the x & y axis labelling appears, you can do this by clicking the brush icon on the right. 

 

Zendesk_Explore.png

 

Recipe 2

The total number of tasks vs total completed tasks across all tickets, broken down by ticket assignee. 

 

In Explore you'll first need to head to the queries section and click on "New Query" at the top right like this: 

Zendesk_Explore.png

Select the "Support" product, then select the "Tickets" dataset type and at the bottom click on "New Query" like this:

 Zendesk_Explore.png

First up, give your report a name like "Tasks to do VS completed broken down by assignee".

Zendesk_Explore.png

Metric 1

Note: Metric 1 is the same metric we already created in Recipe 1. As such if you've already created this, you can skip to metric 2. 

Now we need to build a calculated metric. To do this click on the calculator icon on the right of the screen and select "Standard calculated metrics" like this:

Zendesk_Explore.png

Now give your metric a name like "Completed tasks (tickets)" and in the formula copy and paste this code:

SUM(Tasks done)

Your metric should now look like this: Zendesk_Explore.png

 

Metric 2

For the second metric, click again on the calculator icon on the right of the screen and select "Standard calculated metrics" like this:

Zendesk_Explore.png

Now give your metric a name like "All tasks (tickets)" and in the formula copy and paste this code:

SUM(Tasks)

Your metric should now look like this: 

Zendesk_Explore.png

Click "Save". 

Now in the "Metrics" section on the left, click "Add", go into "Calculated metrics" and select both metrics "Completed tasks (tickets)" & "All tasks (tickets)" like this: Zendesk_Explore.png

Next in columns, select "Add" and under "Assignee" select "Assignee name" and click "Apply" at the bottom like this: 

Zendesk_Explore.png

Now you'll need to change the chart type to "Column" to get a better representation of the data. 

Zendesk_Explore.png

This completes the report. Make sure you save it.

Zendesk_Explore.png

If you're not seeing the right agents in the chart, too many, or you want to restrict which tasks are being reported on, you can always add a "filter".

For example, you may want to only report on tickets that are less than closed. To do this at the top of the screen, click on "Add" and then under "Ticket" click on "Ticket Status" and then "Apply" at the bottom like this:Zendesk_Explore.png

Once "Ticket status" is a filter, you can then click back into it at the top and decide which statuses you'd like to exclude like this: 

Zendesk_Explore.png

 

Recipe 3 

The number of completed tasks, broken down by the month the ticket was updated when each particular task was checked and the agent who actually checked the task off.

Note: Due to the event-based nature of this report, Zendesk Explore may not have the processing power to compute it on accounts with considerable amounts of data.

Also note: If an agent we're to delete tasks from a ticket, this would constitute a decrease in the "Tasks done" field and will result in a negative value. In order to avoid the potential for negative values, you can either discourage or restrict agents so that they can not delete tasks. 

In Explore you'll first need to head to the queries section and click on "New Query" at the top right like this: 

Zendesk_Explore.png

Select the "Support" product, then select the "Ticket updates" dataset type and at the bottom click on "New Query" like this:

Zendesk_Explore.png

IMPORTANT: This report uses a different dataset type than the recipes above. Make sure you select the "Ticket updates" one as per the image above.

First up, give your report a name like "How many tasks were checked off by each agent each month".

Zendesk_Explore.png

Now we need to build a calculated metric. To do this click on the calculator icon on the right of the screen and select "Standard calculated metrics" like this:

Zendesk_Explore.png

Now give your metric a name like "Completed tasks (ticket updates)" and in the formula copy and paste this code:

IF ([Changes - Field name] = "Tasks done") 
THEN
IF ([Changes - Previous value]=NULL)
THEN NUMBER([Changes - New value])
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))
ENDIF
ENDIF

Your metric should now look like this (make sure you save it): 

Zendesk_Explore.png

To add your new metric to the chart, in the "Metrics" section on the left of the screen click "Add", go into "Calculated metrics" and select the metric you just created like this: 

Zendesk_Explore.png

Next, in the "columns" section, click add, search for "update - " and add the items "Update - Month" and "Update - Year" and "Apply" at the bottom like this:

Zendesk_Explore.png

Once added, ensure "Ticket solved - Year" is at the top by dragging it if needed.  

Zendesk_Explore.png

Now click on "Update - Year" and select which year's data you want to see in the report like this: 

Zendesk_Explore.png

Then in the "Rows" section click on "Add", search for "updater" and click on "Updater name" like this:

Zendesk_Explore.png

Now to limit the results add a filter by clicking on "Add" at the top and searching for "role", then selecting "Updater role" like this: 

Zendesk_Explore.png

You'll then need to click back on "updater role" and select "admins" and "agents" from the list: 

Zendesk_Explore.png

You should now have a line chart that looks vaguely similar to the image below.

If you're seeing too many agents, you may need to add further filters to the report.

If you'd like to alter it to a bar chart, click the chart icon on the right as shown: 

Zendesk_Explore.png

Then from the menu, select "Column" type like this:

Zendesk_Explore.png

Your completed chart should look something like this (make sure you save it):

Zendesk_Explore.png

Remember if you want to change the way any of the labels appear, you can always alter these by clicking on the grey paintbrush icon at the top right of the screen. 

If you have any questions or other reports that you need a recipe for email us at support@sweethawk.co

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1 Comments

  • 0
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    Great article that easily helped me set up three reports showing the use of tasks across my team.

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