The Reporting Overview gives you insight into how Zendesk Support is performing. It provides data about your ticket volume and management. It also enables you to compare key ticket metrics within Zendesk Support, and with your peers.
The Reporting Overview is not updated in real time. Except for Satisfaction data, which is updated daily, the data in the Reporting Overview is updated hourly. The Reporting Overview displays data in the timezone settings configured in the user's profile.
This article includes the following topics:
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.
- Click the Reporting icon (
) in the sidebar.
The Reporting Overview opens by default.
- 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.
- Analyze the data that appears in the Overview tab.
For more information, refer to the sections below:
Comparing key ticket metrics
The top of the Reporting Overview contains options for viewing ticket metrics.
- 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 Zendesk Support 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.
- First Reply Time 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.
- Click the Reporting icon () in the sidebar.
- 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.
- Click one of the ticket stats at the top to view that data.
- If you want to compare two stats, click a second ticket stat.
- 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.
- First Reply Time 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, rather than looking at an average, which might be skewed by outliers.
If an agent creates a ticket, it will not automatically be excluded from First Reply Time on the native overview. The first reply time for an agent-created ticket will not be calculated until any agent's next public reply.
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 First Reply Time calculation.
Note: This metric is based off calendar hours, not any business hours or schedules you might have set.
To view your tickets by channel, benchmark, or first reply
- Click the Reporting icon () in the sidebar.
The Reporting Overview opens by default.
- 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.
- Refer to the appropriate reporting panel in the middle section of the overview: Tickets by Channels, Benchmark, or First Reply Time
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.
You can also watch this short video about how to complete the benchmark survey for your Zendesk.
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.
- Top Searches shows end-user search data during the reporting period, including top search strings used in your Help Center, searches that resulted in a user creating a ticket, and searches that did not return an article or a community post.
- Top Agents shows your top agents according to number of tickets solved, customer satisfaction ratings, and number of ticket updates during the reporting period.
- Click the Reporting icon () in the sidebar.
The Reporting Overview opens by default.
- 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.
- Refer to the reporting panels at the bottom of the Overview: Top Articles, Top Searches, or Top Agents.
- Click any of the tabs in the panels to change the data.
- (Support Professional and Enterprise only) Click See all at the bottom of the panel to expand the data.
Clicking See all opens the Knowledge Base, Community, or Search Reporting tab, depending on your selection. For more information on Help Center reporting, see Analyzing Help Center knowledge base and community activity and Analyzing Help Center search results.
87 Comments
Hi,
For Enterprise plan, the Data Sets ( Good Data ) is synced every 1 hour. Is it possible if the browser will automatically refresh every time the synchronize completed ?
Thanks,
Hi Eldien,
Unfortunately, such functionality is not available at the moment.
Instead you could use one of the 3rd party apps, which were designed for this purpose, for example: Geckoboard. Alternatively, take a look into browser Auto - refreshing extensions, here are few apps from Google Chrome store: https://chrome.google.com/webstore/search/refresh?_category=extensions
So, four years ago folks asked for the ability to filter reporting based on Group and/or Organization and as far as I can see this still hasn't been implemented?
Or am I looking in the wrong place?
Hi Ian!
If you're on the Professional or Enterprise plan and are using Insights for your reporting, you have this capability which you can read about here: Insights object reference (Professional and Enterprise).
If you're using the Native Reporting in Zendesk, you can filter your Leaderboard by Agent or Group, and you can create new reports using Groups or Organizations as a condition.
Let me know if you have more questions!
Hi All! How can I calculate the response rate by priority which is based on the ticket and not per instance?
So far I have tried counting tickets created where First reply time in mins is less than 120. I need to add a condition where Priority is Urgent but the editor doesn't accept it.
select # tickets created where first reply time in minutes >= 240 and first reply time in minutes < 480 and priority = "urgent"
If I am able to get this count, I can divide this to the total tickets created to get the response rate for urgent.
Ge Ja
This is a common issue when creating custom metrics. You cannot just type the names and values of elements such as 'priority' and 'urgent'. Here is an extract from the GoodData documentation.
You can find more details here.
Hi there. I need to break down ticket stats
ie
per Brand like I can in the Knowledge base tab. (see below). Is there a way I can do that? So I'd like to know volume of new tickets for each brand.
In general, it would be incredibly useful to be able to break down all the Overview metrics by Brand - otherwise we can't can't compare apples with apples. Why is this only possible for the knowledge base?
I want to know search behavior for the Knowledge Base.I select Search, Brand, Help Center, and date. I get data such as # of total searches, # with no result, # with no clicks, and # tickets created. I want to know the specific keywords or strings associated with the search. I see in the documentation those appear. They do no appear on my screen. How can I see this data?
HI Admin,
How can i view the overall summary of my tickets for last more than 90 days , let say one year ?
@Shukri,
You can select a custom reporting period but it will span only up to 90 days, not more. For example, I have select the following custom period in the past:
If you want to report on the longer timeframe you will need use Insights reporting tool which is available for the Professional and Enterprise plans: Zendesk Insights resources.
@Jasmine,
The breakdown by brands was implemented just in the Help Centre dashboards because you can report on the Zendesk Support data via Insights. All default Insights dashboards can be filtered by brand:
@Rebecca, I will create a ticket for you to investigate this issue.
Is it possible to hide the leaderboard, or the whole reporting tab, for non-admin agents?
@ Jacob,
On the Professional plan (Legacy Plus) agent's access to the whole reporting section can be restricted by setting his/her general ticket access to any value different from "All tickets". Screenshot:
On the Enterprise plan agent's access to reporting can be adjusted in the role settings:
Thanks for the response, Eugene. We're on the Professional plan, but our agents need to see all tickets, so this isn't going to work for us. But I appreciate it.
Can I see in reporting tool issues by category and by customer? Like in a pareto?Thanks!
Hey Elmer!
Your ability to report on issues using the native reporting is going to depend on how you have your reports set up. You'll need to create custom fields (either drop-down or checkbox) in order for these to be available in your reporting. Once that's done, though, you'll be able to create custom reports on those fields for issue tracking.
As for reporting by customer, that will depend on how you want to track it. If you want to report on individual users, that's not possible. However, if all users from a certain company are grouped into an Organization, you can report on that.
Hope that helps!
Thanks for the article, definitely helpful! I'm wondering if there is a way to view the exact same data that's in the "Overview" section but limited to only data from one "Organization" ?
We have several clients that we run through our Zendesk and it would be helpful to be able to view these metrics on an organization by organization basis.
Thanks!
Hey Tommy!
Unfortunately it's not possible to modify these reports in a way that will show you only the results related to one individual Organization. These are just meant to give you a broad breakdown of your account activity. For the sort of functionality you're wanting, you'll need to use the Insights reporting platform that's available on the Professional and Enterprise plan levels.
I hope that helps clear things up!
Can someone provide a more granular definition of "Touches" as displayed on these reports?
Does it include all updates to a ticket? Or only updates w/ comments?
If I just flip the status between open and pending 5 times in succession, without making any other changes to the ticket, does that register as 5 touches?
Hey Mike,
The definition of "Touches" displayed on these reports are in relation to any update made by the agent. This includes changing the status of the ticket because an agent is still touching the ticket to make this change.
So in regards to your scenario provided, if an agent flips the status of a ticket 5 times in succession, that means that 5 touches have been registered.
Hope this helps!
Hi,
I tried to upload the excel file several times, but always show that error message my format is correct.
This is the first time I encountered this problem.
Hi Herbert!
I see you've got a ticket open with our Support team as well. It looks like this is a known issue that a number of customers are experiencing, and we're actively working on getting it resolved.
We'll update you in your ticket when we have new info to share!
Hi, as I advanced user, why can´t I see Insights for a product we use, Talk?
Hey, Patricio! I see that this is your first post. Welcome to the Zendesk Community!
Not being able to see your Insights definitely sounds unexpected. Let me get a little bit more info so I can help troubleshoot:
- How long have you been on the Talk Advanced plan?
- Have you purchased it, or are you currently on a trial?
Can you see which times are most popular to receive tickets based on metrics?
Hi Michele!
We have a recipe for this in our Best Practices and Recipes area! You can find it here: Insights: Tickets by time of day created.
Hope that helps!
I have added a report to an incorrect dashboard, how do I remove it from the dashboard but not delete it entirely?.
ignore me found it
Hey Amy! Thanks for letting us know!
Hello,
I have been able to create plenty of my own custom dashboards and reports throughout Zendesk but one area I cannot seem to get is the Knowledge base statistics. I would love to be able to create my own reports and dig deeper into the statistics that are given from the Reporting section.
I was able to find the Reports section labeled Knowledge Capture that has a quite a few pre-made reports. My problem is that I cannot seem to locate exactly: What / How / Filter to use. Below are some of the pre-made reports but whenever I try to use those I do not get any data whatsoever. Any guidance would be greatly appreciated.
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