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. 

Note: Depending on when you installed the Tasks app, the names of your ticket fields may differ from above to the following:  Number of completed tasks Number of tasks Remaining tasks If this is the case, then you will need to ensure that when constructing the metrics defined below, that you use the correct names that match what is used on your Zendesk account.

   

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. 

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

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.) 

 

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: 

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

 

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

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:

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: 

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: 

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

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

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

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

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

This completes the chart. Make sure you save it.

If you'd like to make any alterations to the chart type, like making it a bar/column 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. 

 

 

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: 

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

 

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

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:

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: 

 

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:

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: 

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: 

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

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

This completes the report. Make sure you save it.

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:

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: 

 

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: 

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

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".

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:

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): 

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: 

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:

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

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

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

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: 

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

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 column chart, click the chart icon on the right as shown: 

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

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

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