As a Zendesk admin with internal and external teams all over the globe it’s often beneficial to see how different groups are performing based on their function or location. This tip will cover how to group your Zendesk Support groups and add some advanced interactivity options to make your reports even more impactful.
This tip contains the following sections:
Creating custom groups
Explore’s custom groups provide more flexibility for understanding your team’s performance. For example, you can create groups for all of your internal teams’ functions and external facing teams’ functions to use as attributes or filters in your analysis. For more information on custom groups, see Organizing values by groups and set.
To create custom groups from your Zendesk Support groups
- In the Query Builder, click the Calculation menu icon ().
- Select the Group option underneath Calculated attributes.
- Select the Ticket Group attribute from the Computed from drop-down list. The Ticket Group attribute contains your different Zendesk Support groups.
- Select your Zendesk Support groups to add to your first custom group. This recipe divides your Support groups into their associated function. For the first custom group, the teams providing customer support are selected.
- Click the + button to add your Zendesk Support groups to a new custom group.
- Click on the group name to rename it. Since the teams providing customer support were selected, the group "Support" is created first.
- Select and add your remaining values to new groups.
- If you have groups that aren’t part of a team, you can select a location for them.
After you finish creating your custom group attribute, add your metric to Metrics and your custom group attribute to one of the attribute locations (see Adding metrics and attributes to your query). This recipe adds COUNT(# Tickets) to Metrics and the custom group attribute to Columns. As you can see in the example below, customer support teams are receiving the majority of tickets, which might cause some viewers to take a closer look.
Adding more advanced interactivity
To make this query more interactive, you can add advanced decompose options, so viewers can dig in and take a look at underlying Ticket Group performance.
This section contains the following topics:
Setting your Decompose path
In Explore, viewers can use the Decompose interaction to slice specific data points by other attributes from your dataset. You can specify which attributes viewers can decompose on by applying settings in Chart Configuration > Decompose Type. This recipe will use one of the available options called Decompose Path.
Decompose Path allows your users to start at the top and drill all the way down to the most granular level of detail. When looking at tickets by your custom group attribute created above, you could set Ticket Group as well as Assignee as your Decompose Path to view the number of assignees in the different customer support group teams.
Decomposing your results
After you’ve saved your Decompose Path, you can go ahead and decompose your data. To use Decompose, click on any of your columns or other data points visualizations for your chart type, then select Decompose.
The chart will filter to the Ticket Groups making up the custom group you created earlier. Based on the depth of your decompose path, you could decompose again to view more granular details, such as individual agent performance.
This is one example of the many ways that advanced grouping and decompose options can help streamline your reporting. See Organizing values by groups and set and Interacting with queries for more information on using these features.