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There are two reports built using metrics from Kayako in Google Data Studio:

  • EDSC User Support: https://datastudio.google.com/reporting/1XROYD4tX0aBsg_aCSbbKSzoEtdeB8w5q
    • This report shows the number of tickets and the time for the first response to each ticket.
  • EDSC User Support 2: https://datastudio.google.com/reporting/7389cbc6-8d49-4140-94ee-8451ce07a18f
    • This report shows the types of tickets, separated out into various buckets:
      • Bug - Results in a Jira bug ticket.
      • CWIC - Related to CWIC/OpenSearch.
      • Feedback - General feedback from public user community.
      • Guidance - Questions related to how do I search/download/use this tool/etc.
      • Improvement - Results in a Jira improvement ticket.
      • Internal - Feedback/bugs/improvements from our internal user community (ESDIS, DAAC's, etc.).
      • Junk - Tickets we can't respond to from China or spam.
      • Resolved - Issue that has resolved or could not be replicated.
      • Worldview - Related to Worldview.


These reports do not automatically get their data from Kayako, it has to be uploaded in CSV format. There are two data sources setup:

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