Using the Reporting Overview

The Reporting Overview gives you insight into how your Zendesk is performing. It provides data about your ticket volume and management. It also enables you to compare key ticket metrics within your Zendesk, and further compare your Zendesk to peers.

The data in the Reporting Overview is updated on an hourly basis. The data includes deleted tickets and archived tickets.

Zendesk Classic: The Reporting Overview is not available in Zendesk Classic. It is only available in the current version of Zendesk.

Accessing the Reporting Overview tab

The Reporting overview contains three sections for comparing key ticket metrics; viewing ticket metrics by channel, benchmark, and first reply; and viewing top articles, searches, and agents.

To access the Reporting Overview
  1. Click the Reporting icon () in the sidebar.

    The Reporting Overview opens by default.

  2. Select a Reporting period at the top.

    You can select a predefined period or select Custom to set a specific range up to three months.

    The custom date range is inclusive of both dates selected. The dates selected will include dates that are greater than or equal to the start date selected and less than or equal to the end date selected.

  3. Analyze the data that appears in the Overview tab.

Comparing key ticket metrics

The top of the Reporting Overview contains options for viewing ticket metrics.

Note: The ticket data in the Reporting overview includes any deleted tickets. If you use Insights (Plus and Enterprise), deleted tickets are automatically excluded.
  • New Tickets is the number of new tickets created during the reporting period.
  • Solved Tickets is the number of solved tickets during the reporting period.
  • Backlog is the total number of unsolved tickets in your Zendesk at the present time.
  • Agent Touches is number of agent updates to tickets during the reporting period.
  • Satisfaction Rating is the average customer satisfaction rating given during the reporting period.
  • Time to First Reply is the average amount of time it took an agent to make the first public comment in a ticket (in calendar hours).

When you click one of the ticket stat options, you see a detailed graph that includes daily totals for each day of the reporting period. You can change the reporting period for any of the ticket stats. And you can view one ticket stat at a time or you can choose to compare two ticket stats.

To view or compare key ticket metrics in your Zendesk
  1. Click the Reporting icon () in the sidebar.
  2. Select a Reporting period at the top.

    You can chose a predefined period or chose Custom to set a specific range up to three months.

    The custom date range is inclusive of both dates selected. The dates selected will include dates that are greater than or equal to the start date selected and less than or equal to the end date selected.

  3. Click one of the ticket stats at the top to view that data.
  4. If you want to compare two stats, click a second ticket stat.
  5. Hover your mouse over the graph to see daily totals.

Viewing more ticket metrics

The middle section of the Reporting Overview contains three panels for viewing additional ticket metrics.

  • Tickets by Channel shows the percentage of your tickets that come from each of your supported channels.

    The graph shows a maximum of six channels. If you offer more than six support channels, you will see your five most used channels and a sixth category called Other that groups your remaining channels.

  • Benchmark enables you to compare your key metrics to your peers. The benchmark shows your satisfaction rating, first reply time, and new ticket volume compared to your peers, by industry, company size, or target audience.

    The benchmark is based on a 28-day rolling window of performance benchmarks for you to compare yourself against. The benchmark is calculated by first finding the mean (or average) for each individual Zendesk account, then taking the median over all accounts as the benchmark. By this definition, 50% of the accounts in the segment fall above that number, and 50% of the accounts in that segment fall below that number.

  • Time to First Reply shows the average amount of time it took an agent to make the first public comment after a ticket was created. The chart shows the distribution of tickets according to number of hours for first reply. This enables you to visualize the first reply time in a more robust way, than looking at an average, which might be skewed by outliers.

    The graph includes a breakdown by hours, showing what percentage of tickets were responded to within a specific number of hours (0-1, 1-8, 8-24, or >24). Tickets that do not have a public comment are not included. For example, if a ticket is closed without a public comment, it does not have a first response time, and is not included in the Time to First Reply calculation.

To view your tickets by support channel, benchmark, or first reply

  1. Click the Reporting icon () in the sidebar.

    The Reporting Overview opens by default.

  2. Select a Reporting period at the top.

    You can choose a predefined period or chose Custom to set a specific range up to three months.

    The custom date range is inclusive of both dates selected. The dates selected will include dates that are greater than or equal to the start date selected and less than or equal to the end date selected.

  3. Refer to the appropriate reporting panel in the middle section of the overview: Tickets by Channels, Benchmark, or Time to First Reply
    Note: If the Benchmark report does not display data, you need to complete a brief survey to opt-in to the benchmark. To do so, click the Admin icon () in the sidebar, then select Settings > Benchmark survey. It might take some time for your Benchmark report to update.
    Zendesk Classic: Select the Settings > Account, then click the Benchmark tab to complete the survey.

You can also watch this short video.

Setting Up the Benchmark (01:04)

Viewing top content, searches, and agents

The bottom section of the Reporting Overview contains three panels for viewing data about your Help Center content, end-user searches, and agent performance.

  • Help Center content shows your top articles or posts according to the number of views, votes, or comments during the reporting period. You can filter for knowledge base content or community content.
    Note: If you are using Web portal, this report is called Top Articles.
  • Top Searches shows end-user search data during the reporting period, including top search queries, search queries that resulted in tickets, and search queries with no results.
  • Top Agents shows your top agents according to number of tickets solved, customer satisfaction ratings, and number of ticket updates during the reporting period.
To view your top articles, searches, or agents
  1. Click the Reporting icon () in the sidebar.

    The Reporting Overview opens by default.

  2. Select a Reporting period at the top.

    You can chose a predefined period or chose Custom to set a specific range up to three months.

    The custom date range is inclusive of both dates selected. The dates selected will include dates that are greater than or equal to the start date selected and less than or equal to the end date selected.

  3. Refer to the reporting panels at the bottom of the Overview: Top Articles, Top Searches, or Top Agents.
  4. Click any of the tabs in the panels to change the data.
  5. (Plus and Enterprise only) Click See all at the bottom of the panel to expand the data.

    Clicking See all opens another Reporting tab, according to your selection.

Have more questions? Submit a request

Comments

  • Avatar
    Leahna Tatasciore

    would be awesome to be able to export the great reporting overview into a PDF, as i really like the appearance of it on Zendesk.

  • Avatar
    Tandile Stuurman

    Thank you, love the feature.

    Is the Administrator able to configure the report the way the would like to see results. Like brake down the report by systems, application  or group?

    I agree with Leahna ; would be nice to export the report to pdf

  • Avatar
    Tandile Stuurman

    Forgot to include this on my comment: Or this is a standard report, cannot be configured?

  • Avatar
    Julia Antenor

    I am not sure what to do with the TIckets by Channel report. We do not have FB, Twitter or Voice set up as support channels in Zendesk. However, we get the different percentages shown. I see that it says "Sample" in the header of the report title. Is this something that we will be able to manage to reflect our own data?

  • Avatar
    Ben Rohrs

    @Leahna, this is something we'd like to potentially build in the future. Can you please create a feature request for this so we can track this in the Feature Request area of our forums?

  • Avatar
    Ben Rohrs

    @Tandile, the reports are not configurable at this time. Would you like to see the entire Overview tab filtered by Group, Organization, etc? This is a great idea and again, I suggest creating a feature request for this so others can provide feedback.

  • Avatar
    Ben Rohrs

    @Julia, the Tickets by Channel widget is only Sample data at the moment, but should be pulling stats for your help desk in the next few days!

  • Avatar
    Peter Dvorak

    Great feature !! I have been waiting for this for a long time, but now it turns out it´s not avaialble for Zendesk classic :-(

    I wasnt aware there are various Zendesk versions, but since I do not have this new feature, I assume that I have the classic version. 

    My question... How do I upgrade to the "current" version or when will this be ready for the calssic version.

    (We have a Enterprise account with 13 accounts and we really need this feature)

  • Avatar
    Arnaud de Theux

    @Peter Dvorak

    With classic you can already use the free GoodData (for Plus & Enterprise plans) subscription. With that you will already have a very powerful reporting tool, available on a website or via scheduled emails.

  • Avatar
    Ben Rohrs

    @Peter, we don't plan on building these reports into the older version of Zendesk, but we hope you like the new version and can make the switch sometime soon. You'll be able to access both versions for quite some time and can switch between them, but if you'd like to try out the new version, click on the "try the new Zendesk" link in the upper right-hand corner of the UI.

  • Avatar
    Justin Laing

    The Ticket Stats graphs would be useful if they used the same scale, especially when comparing New Tickets, Solved Tickets and/or Backlog. It would also be useful if the number of data streams was not limited to 2.

  • Avatar
    Beau Rogers

    Is there a way to filter the reports by group?  We use Zendesk for our collection and AR activities and these tickets skew our support metrics significantly.  I am able to filter this group of tickets out of the Gooddata reporting.  Would be really helpful to do the same for these reports.

  • Avatar
    Ben Rohrs

    @Beau, that's a good suggestion, but unfortunately at this time it's not available on the reporting dashboard. You're looking to filter out a specific group, not filter results to only one group, correct?

  • Avatar
    Beau Rogers

    Yes - That's correct Ben.  Tickets in our collections group are created by my staff as our initial attempt to contact this segment of customer - so the contact flow is backward vs normal customer initiated contacts - significantly skewing response metrics, etc.

  • Avatar
    Erik Aronesty

    Note: The trend chart should be median time to first response , not average... average is kindof silly.   Great rule of thumb: If you're not thinking too much about why you're using a summary stat, use median by default.    Average only if you expect a normal distribution.

  • Avatar
    Jennifer Rowe

    Good point, Erik. Thanks for the feedback. I'll pass it along to the PM.

  • Avatar
    Emelie

    Hi,

    Is it possible to hide fields in this like the "Top Agents" for example from agents?

  • Avatar
    Ben Rohrs

    @Emelie, it isn't possible to hide a specific field, but you can control access to the dashboards in general. See Jennifer's post in the main article above setting permissions for the dashboards.

  • Avatar
    Jonathan March

    Bug: The leaderboard ticket count does not consistently update per-agent ticket totals when the time period is changed. It will do so several times, then not again until the browser tab is reloaded.

  • Avatar
    Alberto Corazon

    Great feature and also very nice to receive a monthly report!

    Would it be possible to get the same Dashboard analytics but only for certain 'Group'?

    It would be interesting to have the same kind of monthly report only for Group 'Support'

    Please let me know if this is possible and how to do it

    Thanks!

  • Avatar
    Justin

    Hey Alberto! 

    Thanks for the feedback! The current dashboard is kind of locked in at the overview level. We'll be making some improvements in the future. You can build custom reports based on groups using our reporting function, or if you're on the Plus+ or Enterprise plans, enable the GoodData link for advanced analytics. 

  • Avatar
    Rosanne

    I'm with Alberto.  Since we don't have the ability to have business hours for each group, the metrics become less useful for response time when you have more than one timezone.  Can we get a drop down (similar to timeframe) on the top that allows us to select 'group'.  I understand that I can use GoodData, or build advanced reporting, however, how great would it be to just stay within the reporting space and have something more valuable all in one place.  

  • Avatar
    Justin

    Thanks for your comments, Rosanne! I think a group selector would be useful as well. I'll make sure your feedback gets to the right people. 

  • Avatar
    Andy Djiwandono

    Hi,

    I am looking for a way to report the number of problems, and the number of incidents for each problem.

    Can't seem to find a way to get that done using the advanced analytics.

    Thanks,

    Andy

  • Avatar
    Tristan Goguillot

    I have a question about the Tickets by channel donut.

    It shows the following types:

    • Emails: (ok)
    • Web form: appears twice. What does it corresponds to? Ticket creation from Zendesk?
    • Closed tickets: ? What's that?

    FYI my Zendesk is in french, so my first guess is that it may be a translation issue.

    Thanks for your help!

  • Avatar
    Brandon K.

    Hey Tristan,

    Does Web Form appear twice or is one Web Form and one Web Service? Web Form refers to tickets created through your Zendesk website, so subdomain.zendesk.com and clicking on the Submit a Ticket tab at the top of the screen. Web Service means the ticket was created through the API, you can find more information about our API at developer.zendesk.com

    Closed tickets referes to a ticket that was a reopen, so if your ticket was set to closed after four days and your customer then responded, a follow up ticket would have been created instead of updating the Closed ticket.

    If you want to learn about all the other channels that might pop up, this article has a very descriptive explanation of each one: https://support.zendesk.com/entries/22904691-About-Zendesk-channels

  • Avatar
    Tristan Goguillot

    Hi Brandon,

    Web form appears twice ("Formulaire web" in French). We haven't been using the API so I don't think that's this channel.

    Is there a difference between tickets created by agents in Zendesk, and tickets created by customers on the portal? Is it the same "Web form" channel?

    Is there a way to find which tickets correspond to this channels in the donut?

  • Avatar
    Brandon K.

    Hey Tristian,

    There is no difference in our system between agents and end users who create tickets for the purpose of which channel they came from. There's no way to get the specific tickets from the donut report, but you could create a view with the condition 'Ticket channel is' and get a list of the tickets.

    Send in a ticket to Support@zendesk.com and we'll see if we can figure out why "Formulaire web" appears twice, we'll probably need to see your account before we can give you a fix.

    Thanks!

  • Avatar
    Brandon K.

    @Andy: Looks like I skipped your question, sorry! As for the question itself, are you asking about problem and incident tickets? You can report on how many of each you have, but there is no way to report the connection between them. Our system simply doesn't identify that connection as a datapoint for reporting. Sorry that I don't have a workaround for you.

  • Avatar
    Andy Djiwandono

    Thanks Brandon. too bad. that would really be useful.

    I also tried downloading the csv, but no way of knowing the problem ticket number for each incident ticket.

    Really suggest this to be developed, as it is definitely in the database somewhere (we are able to manually check incidents linked to a problem, so the data is there).

    Is there a way to customize the data that is downloadable using the CSV file?

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