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While Explore is great for reporting on your tickets, help center page views, calls, and chats, you can also use it to report about users and organizations associated with your account. The Support: Tickets dataset contains many metrics and attributes you can use to report on users, organizations, and more. See Metrics and attributes for Zendesk Support to learn more about what you can report on.
In this article, you can get started by creating the following two simple, but useful reports:
Displaying the number of users in each organization associated with your Zendesk account
To display organizations associated with your account
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, add your metrics, the things you want to measure; in this case, the number of organizations associated with your account. In the Metrics panel, click Add.
- From the list of metrics, choose Users and organizations > Users, then click Apply. Explore displays the number of users in your account.
- Now, you'll slice this data to show the name of each organization. In the Rows panel, click Add.
- From the list of attributes, choose Ticket organization > Requester
organization name, then click Apply. Explore displays a list of
all of your organizations and the number of users in each. If there is a blank
line at the top of your table, this indicates users who are not assigned to an
organization. If you want to remove this line, click the Requester
organization name attribute and exclude any NULL values.
For more information about ticket organizations, see Organizing tickets and users.
More ideas
While you've started with a simple example, try adding more attributes to make the report more useful. For example:
- Add the attribute Requester organization domains to see the domains associated with each organization.
- Add the attribute Requester organization status to see which organizations are currently active.
Displaying users associated with your Zendesk account
This is a great report that shows all users and agents associated with your Zendesk account and how many ticket requests they've made.
To display users associated with your Zendesk account and their ticket requests
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, add your metrics, the things you want to measure; in this case, the number of organizations associated with your account. In the Metrics panel, click Add.
- From the list of metrics, choose Users and organizations > Users, then click Apply. Explore displays the total number of users associated with your account.
- Next, you'll add the users names and their Zendesk role to the report. In the Rows panel, click Add.
- From the list of attributes, choose Requester/user > Requester
name and Requester role, then click Apply. Explore
displays a list of all users in your account together with their role.
There are many hundreds of metrics and attributes you can report on with Explore so feel free to experiment with these examples using Metrics and attributes for Zendesk Support for ideas.
Next steps
If you haven't already found them, our extensive collection of Explore recipes gives you some great, self-contained examples of using Explore to report on real-world scenarios. Here are links to a few examples that will help you report on user and organization information:
29 comments
Rena Towles
1263169148850 You are amazing! I didn't know that about the reporting and it does makes sense after you explained it. I finally have a higher number. It's no where near the 1300, but it's far higher than the 74 so I'm grateful. Thank you!
0
bill cicchetti
1900285694204 : One thing to keep in mind with reporting on users and/or orgs. If the user never submitted or requested a ticket they will NOT show on the report. Its been a sore spot for me since we started using ZD in 2015. Upper mgmt wants a report with all the orgs paid modules (set via check boxes on the org form) but if they org has not opened a ticket it wont show. Very frustrating and hard to explain to mgmt.
I would maybe start with just:
and then try to add aggregates/filters as you go to see how granular you can make the report.
1
Rena Towles
1263169148850 Sure.
0
bill cicchetti
1900285694204 Could you provide screenshots of the report metrics and attributes? It would be helpful to see how you are creating the report
0
Rena Towles
1263169148850 Good point! I did put a date filter in and I still only get 74 agents. I tried to seeing if they have multiple seats. Even if every agent has the max number of seats possible it would still equate to 300-something. Can anyone explain why I'm showing 1000's of seats being used but only 74 users in the system?
0
bill cicchetti
In the filter options is there a date restriction? If so check that since ZD auto-inserts a date range filter (of I think 30 days) in many reports
0
Rena Towles
I want to run a report on every single user that is associated with our ZD instance. Not End User, every user including agents, light agents, end users, and admins. The systems shows we have 1000s of seats used and 1000s of light agents, but when I followed the above to run a report I only received a report of 72 users. There's a discrepancy. Please advise how I can run a User Report?
0
Shawna James
0
Stephen
Are there any plans to add a native Organisation / User dataset to Zendesk Explore?
I am curious, because it would be useful to build custom metrics / attributes based on update times for Ticket fields. This data is quite difficult to surface otherwise - I believe it is available in Audits, but this is not exactly useful for reporting.
0
John Harte
Hi,
How is it not possible to see what users are searching and clicking in Help Center and then report on the user and organisation?. We can see them in Interactions........
There must be a way to report on it - what am I missing?
1
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