Create report from two different datasets

Comparing metrics from Guide and Support datasets is essential, as it would give much more info on how effective the Help Center is.

It would give insights, for example, on which searches yielded no answers and the user ended up opening a ticket because of it. Knowing what was searched and how the agent handled the customer's question and use that answer to improve the help center content would be of great value.

As of today, there is no way to link such a search with the opened ticket :(

Bill Cicchetti, it looks like you have troubles with reporting on orgs and users. This article is a good source of truth and ideas about what is currently possible to achieve in Explore: Reporting on user and organization data with Explore. 

Regarding the separate datasets vs one joined data model. Normally, Explore datasets provide all necessary data within them. For example, Chat and Talk datasets have the ticket and user fields associated with them. Other datasets like Backlog history or Article history are pre-aggregated on daily or hourly bases. So, joining them with any other data sustainably is impossible.

To summarise, here are the reasons why we use separate datasets: 

• Simple to use for an average user (no need to think about the table joins)
• Generating miscalculated results is less common
• Better performance (fewer table joins allowed)

However, I agree that for some scenarios is helpful to join different types of data based on the time attributes or other common data points. This is the use case we are looking forward to enabling in the future. Unfortunately, we are possibly a few years away from starting this work.

Eugene Orman

I am creating a consolidated explore report for my ticket information and breach SLA report together. unfortunately, I cannot able to connect two datasets to link in one report. currently, I am using two reports and I wish to add this option in explore report to link all datasets together. Please let us know the timeline. Thank you

Paul Strauss  That's understandable. I was referring mainly to the main support ticket forms with the Org and User info.  Its frustrating for example when you want backlog info with some ticket volume data and they have to be on two reports.  Don't get me started with limit reporting options for orgs and users. ;)

Bill Cicchetti - it's likely because each of these Zendesk systems are independent applications that are loosely-coupled. For instance, Zendesk Chat used to be an application called Zopim, so it has its own database. It would take massive refactoring to combine these datasets. We solve this problem in our reporting by using Domo, which allows us to combine data from multiple sources using their ETL tools.

Why not just get rid of datasets and allow us to report across the entire DB?  My guess is the reason why is for "performance reasons" which seems to drive alot of architectural decisions and making things harder for end users 

Totally agree, this is a critical feature and is preventing us from creating efficient reporting processes internally.  This coupled with no Explore API leaves us hand-tied to properly manage performance.  Unusual for an enterprise level tool such as this and not something we were made aware of when buying the tool!

I agree, this is a critical feature that would be very useful.

+1!! This is not just something that would be nice to have. This is something that is absolutely necessary!! It's so basic that I can't comprehend how this is not possible to do right now, when it was so easy before when we had Insights!

Add me to the list that would like to see this happen.