Notice: "Insights" is being replaced by "Zendesk Explore" soon. As such we recommend building your reports with the new software. We have an article which shows how to build similar reports in Explore here.
It's possible to build reports that allow you to measure the tasks completed, vs the total tasks, and then break that information down however you like.
This allows you to quickly identify the amount of work to be done, and how much is yet to be done.
For example, here we a report looking at total tasks & and completed tasks broken down by ticket:
This allows us to see which tickets have many tasks to be completed (eg. 91) and which tickets are have all or most of the work completed (eg. 135).
Here's the same thing, except instead of breaking it down by ticket, it's by assignee:
So in this case, across all of the tickets that are assigned to Peter, he's completed 39 out of a total of 69. Where as Vincent has only has 10 tasks assigned to him, but he hasn't completed any of them... obviously he's a slacker - we'll need to have a talk to him!
Ok so now onto building the reports...
To create an insights report first you'll need to head over to GoodData by following these 3 steps...
Now before we can build a report we'll need to create a couple of metrics that will be used in the report building process. Don't worry it's pretty easy - just follow these 3 steps to get into the metric builder screen.
In this screen, at the top call the metric "Number of Tasks (Total)".
Then in the box below type in "SELECT SUM ("
Finally, we'll need to pull in the Zendesk field that stores the total number of task on each ticket, so on the right of the screen click on "Facts".
In the list, you'll need to double click on "Number of tasks". It should appear in the text section as blue text.
If you can't find "Number of tasks" in the list you may have just installed the calendar app and the data hasn't yet ported across to GoodData. You'll need to wait up to 24 hours before this takes place.
Finally, you'll need to close the bracket around "Calendar event duration" and save the metric.
AWESOME! Now you'll need to repeat this process in order to make the metric for the number of completed tasks.
Call this metric "Number of tasks (Completed)", this is what it should look like before you click "Save".
DOUBLE AWESOME! Now you're done with the hard bit, we can build the report...
Follow these 2 steps to get to the report building screen.
Now give the report a name, click "What" and search for the metrics we just made called "Number of tasks (Total)" & "Number of tasks (Completed)".
Now, in the "How" section, this is where you can choose what you want to break the report down by. IE. This is the difference between the first & second report outlined at the top of this article. In this example we'll search for "Ticket id" like this:
You'll now see a table of the raw data. Click on the "Bullet Chart" pictographs at the top right to transform the data into a chart.
You'll now see a chart that looks something like this...
To make it look like the one we created, click "Show Configuration" at the top right:
Lastly set the Metric Values like this and click "Apply".
Great! Now all you need to do is save the report and add it to one of your dashboards.
Is there a way to be able to get a breakdown of the number of tickets that have each task completed, so we can see where tickets are in the pipelane? We have each action tag the ticket, but GoodData tag reporting is fairly arcane.
Hi Dan, yes, unfortunately, the tag-based method is the only way to do this currently. However, one way to make the reporting side easier might be to create a "multi-select" dropdown list where the tags of options match the tags of the tasks within the task list.
This would mean that as the tasks get checked off, the tags would automatically check the corresponding options off in the multi-select dropdown list. This would mean over in reporting, instead of building a separate metric for each tag, you could just apply an attribute to slice your report.
The catch here is that I don't think multi-select fields work in Insights, but I have just tested it over in Explore and it does work there.