Using the Reporting Overview Follow

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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 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.

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.

Note: Agents must have access to all tickets to view the Reporting Overview.
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 (Professional 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 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.
  • 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 Zendesk Support
  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.

    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 Time to First Reply calculation.

To view your tickets by 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.

You can also watch this short video about how to complete the benchmark survey for your Zendesk.

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.
  • 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.
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. (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.

Have more questions? Submit a request

Comments

  • 0

    Hey Jennifer,

    Really a helpful article.

    But I wanted to know that Is there is any APIs to get tickets by channels(for pie chart data) if yes than could you provide me that link.

    Thanks-

    Macarius

  • 0

    Hi Macarius!

    I consulted with some colleagues, and it looks like you have a couple options here. The first one is to use this endpoint: https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets

    Another option would be to search the end point for each channel. ie: /api/v2/search.json?query=via:phone

    And just to make sure we're covering all our bases, I want to make sure you know that there is already a pie chart showing tickets by channel in your Native Reporting Dashboard, under the Overview tab. I'd hate to not mention it and then have you find out late that you did a bunch of work you didn't need to. :)

    Please let me know if you have any other questions!

  • 0

    Thanks Jessie for your reply,

    I think second option is a better answer for my query. But on this way I need to calculate tickets percentage with respect of channels. By the way I already found this API but I was expecting that we have APIs on report section, So I can use it on my own way.

    Thanks again. :)

  • 0

    Is there a way to export the daily details into a spreadsheet?

  • 0

    @Mark,

    Not from the dashboard tabs themselves. If you have the capability, you would need to use the incremental tickets export: https://developer.zendesk.com/rest_api/docs/core/incremental_export#tickets or Insights, both of which have the capability to provide a CSV report on a daily basis.

  • 0

    Hi.

    How do i share leaderboard information with non admin agents ?

    Account : Zendesk plus

     

     

  • 0

    @Pedro:

    If agents are restricted to only seeing some tickets (for instance, only having access to tickets within their group as it looks like your Zendesk has set up), they won't have access to the reporting tab at all, including the Leaderboard. You can either open up access to all tickets for your agents, or you could use this article to recreate the leaderboard in Insights  and then export it and email it out. (You can set up exporting dahsboards by clicking on the little clock icon in Insights). 

    On the Enterprise plan, you can use custom roles to edit reporting access with more granularity.

  • 1

    Hello.

    We switched over from Desk.com a little while ago. Basically the only analytics they reported were how many tickets were solved by each agent by channel and when. And that is all the info I really cared about.

    Now that I'm with Zendesk, that is pretty much the only stat you DON"T include. Is there a way to custom set it up? I can't figure out a way. Can someone help please?

    Thank you!

    Edited by Joel Munson
  • 1

    @Joel,

    You can create such report easily in Insights. For example you could use following set-up:

    • What - # Tickets Solved;
    • How - Ticket Via, Ticket Assignee  + Date (Event) or Month/Year (Event);
    • Filter Month/Year (Event) is a floating range.

    Take a look on this short Demo.  Fore more information regarding Insights functionality please refer to our documentation: Insights resources.

  • 0

    @Eugene

    This is fantastic. Thank you very much!

  • 0

    @Eugene,

    I set it up just how you explained. I'm worried these numbers aren't at all accurate. It shows me updating a large number of tickets that I have never touched. If the numbers for myself are not accurate, I am hesitant to trust the numbers for any of my agents.

  • 0

    @Joel,

    I'll need to take a look at the report you had created. Please join me on this ticket: #1569864 

  • 0

    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,

  • 0

    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

  • 0

    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?

  • 0

    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!

  • 0

    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.

  • 0

    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.

    • While MAQL syntax can typically be typed directly into the Metric Editor text field, project elements like facts, metrics, attributes, attribute values, and variables must be added to metric definitions using the Project Element Sidebar.

    You can find more details here.

  • 0

    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?

     

     

     

    Edited by Jasmine Wilkinson
  • 2

    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?


  • 0

    HI Admin,

    How can i view the overall summary of my tickets for last more than 90 days , let say one year ?

  • 0

    @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.



     

  • 0

    @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. 

  • 0

    Is it possible to hide the leaderboard, or the whole reporting tab, for non-admin agents?

  • 0

    @ 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:  



  • 0

    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.

  • 0

    Hi Eugene,

    We are actually experiencing the same issue that Rebecca reported in Jan 2017.  I can see the number of 'Search With No Results Found' but I can no longer see the search term strings.  This is a recent occurrence as we always used to be able to see this data.

    Could you please open a ticket to investigate further?  

    Thanks for your help.

     

  • 0

    Hey Billy! Looks like you've got a ticket about this open in Support now. 

    This is a known issue that our Dev team is currently looking at, so if anyone else is experiencing the same thing as Rebecca and Billy, go ahead and send a ticket over to Support and we'll get you added to the Problem ticket. Each report helps us to understand the problem better.

  • 0

    Can I see in reporting tool issues by category and by customer? Like in a pareto?Thanks!

  • 0

    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!

    Edited by Jessie Schutz

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