Using the legacy Reporting Overview

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87 Comments

  • Felicity Page

    Thanks @Travis Rider. Much appreciated.

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  • VickyPo

    Hi,

    Is it possible to generate and download CSV report based on tickets tags in a week period? We want to know which problems are the most common among the customers we have.

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  • Dan Kondzela
    Zendesk Customer Advocate

    Hello!

    @VickyPo

    If you are interested in reporting on the number of tags generated within a week period, you certainly can! It will require custom reports, which itself requires Professional or Enterprise Support.

    I would recommend to start by reviewing our documentation on Reporting on Ticket Tags.

    Once you get that set up as per our documentation, you will be able to create a fairly straightforward on the # of Tickets, with your Tags in the How Column. Some more explicit documentation on this can be found in our help center as well, right here: Reporting on Created and Solved Tickets

    I hope these two documents, in tandem, help you get a report built!

    As for generating a CSV of this particular report, you can do so from the Report UI. When viewing a report within Insights you will see an orange 'export' button near the bottom right of the report. You can click this and select the CSV file extension. This link will contain some screenshots to review: Sharing Reports in Insights 

    Thanks!

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  • Kelly Lena

    For the Search reporting, does it only track searches made by end users, or does it count searches made by logged in agents/managers/admins as well?

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  • Brett Bowser
    Zendesk Community Team

    Hey Kelly,

    The native search reporting will include both agent and end-user searches. If you want to exclude agent searches you'll most likely need to set up Google Analytics on your account as mentioned here: Enabling Google Analytics for your Help Center

    Hope this helps!

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  • Matthias

    If a user starts submitting a request, writes something into the "Subject" field, sees relevant Help Center articles and clicks one of the results, thereby solving his problem - where can I as an administrator see how often this happens and with which subjects?

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  • Nik

    Hello, does anyone know if there is a way to see first-time reply metrics based on my business hours and schedules we have set??

    Because under the section titled "Viewing More Ticket Metrics" it states "Note; the metric is based off calendar hours, not any business hours or schedules you might have set."

    I want to know what the true and accurate first-time response is based on when we're open. PLEASE HELP

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Nik,

    The Reporting Overview will not take into account your business hours you've set up in Support. If you're looking to track first reply time in business hours, you'll need to use Insights or Explore to generate this report.

    Both will have a First Reply Time metric available that will take into account the business hours you've configured.

    Hope this helps!

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  • Celso Rodrigo

    Hi
    Just curious is this overview Report still available, as I cannot see it...

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  • Patricio Beck

    The same goes for our company, we use Professional plan and have NO access to Reports. What can we do?

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  • Eugene Orman
    Zendesk Product Manager

    Celso Rodrigo Patricio Beck

    This data can be analysed in Explore now. Here is the related article: https://support.zendesk.com/hc/en-us/articles/360002089888

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  • Patricio Beck

    Eugene Orman, thanks but it still doesnt work for me and my team. I receive this error message. Client https://moveniumsweden.zendesk.com/

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  • Eugene Orman
    Zendesk Product Manager

    Patricio Beck, Like any other product (Talk, Chat) you need to activate Explore under the user profile - https://support.zendesk.com/hc/en-us/articles/360034749053

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  • Cayla Wilkerson

    Is there a way to see which tickets were created following a KB search? I see the total number of tickets in the dashboard, but no way to click through to review them. Thanks!

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  • Gail L
    Zendesk Community Team

    Hi Cayla,

    The reporting overview doesn't have a feature to drill into to those tickets specifically. If you're looking for more in-depth information you may want to consider a tool like Pendo that is designed to pull more detailed analytics about individual tickets. 

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  • bo_zhang

    Hi, I use Support professional and explore professional, but I cannot find the pages you showed. Are you sure the interface is still available now? I think it is old version? For Explore now, there is no such interfaces.

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  • Brett Bowser
    Zendesk Community Team

    Hey Bo_zhang,

    I see this if your first community post so I wanted to say welcome! To answer your question, you should be able to see this tab after selecting the reporting icon on the left side of your Support interface. If you don't see this, can you provide a screenshot of what you do see?

    Thanks!

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  • bo_zhang

    Hi Brett,

    Thanks for your response.

    Please check the screenshot below,

    Where can I find the interface you displayed? 

    Thanks.

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  • bo_zhang

    Hi Brett,

    Any feedback?

    Thanks.

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  • Nicole S.
    Zendesk Community Team

    Hi Bo, 

    It looks like you are set up with Explore, and therefore the Overview, Leaderboard, and Satisfaction tabs are removed from the pre-built dashboards. You can use Explore to access pre-built dashboards containing this information. See Getting started with pre-built dashboards.

    Those interfaces are being deprecated as we are nearing the EOL for Insights and shifting everyone over to using Explore for all reporting. Going forward, you'll want to use the pre-built dashboards in Explore. 

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  • Bart

    Zendesk

    Guys. The whole dashboard reporting section is gone. All you got left is the Knowledge base and Community and Search sections left:

    Please create a dashboard where those previous values were present. A lot of our higher ups use this and don't want to navigate to explore to create dashboard or look at those dashboards there. 

    Please bring those back - whilst adding where the tab "Insights was" "Explore" so that you can add dashboards from Explore there, but keeping the remaining ones there. I inquired about this a while ago and was told on your community forums that those existing reports and dashboards would be replicated and left as is. 
    Thanks for looking into this.


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  • Greg
    Zendesk Customer Advocate

    Hi Bart,

    Thanks for your feedback! As of today, we're not going to bring these reports back into the Reporting overview as we're in the final stage of replacing Insights with our native analytics tool Explore. In Zendesk Explore, you'll find the same statistics and even more data in the default Zendesk Support dashboard: https://support.zendesk.com/hc/en-us/articles/360022367893.

    I understand that opening a separate product to view these reports may be inconvenient at first, but we're collecting feedback and reviewing your comments. Make sure to subscribe to this article to not miss any updates.

    Thanks for your understanding!

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  • Bart

    That's a shame Greg, 

    Because I was under the impression that these would remain as mentioned 9 months ago here.

    Hopefully, these kinds of changes are thought through as Zendesk develops other core parts. Many of your users have been bringing this up in other parts of the community.  I can see why my CEO is looking to move to systems like HubSpot or others when replacing dashboards that they have used for so long suddenly become unavailable. Explore is wonderful and a pleasure to work with, but not being able to add those core Dashboards which they use as an overview of how the business is doing with volume is an oversight. 

    Thanks for taking this into consideration!

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  • Eugene Orman
    Zendesk Product Manager

    Hi Bart

    Thank you for your feedback. My apologies that the move from Insights and the legacy reporting tabs wasn't communicated well enough. 

    I think there was a bit of miscommunication on the community post you mentioned. There was no 1:1 replacement of the legacy dashboards. Instead, the legacy reporting dashboards were deactivated and Explore prebuilt dashboards become available that include these same stats + more new reports and filters. 

    We can not bring the legacy dashboards back but we can improve the prebuilt Support dashboard. Please let us know what you are missing in the Support dashboard and we will investigate if this can be introduced to this Explore dashboard.

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  • Bart

    Eugene Orman

    No need to apologize. We all knew explore was replacing Insights came 5th of Feb. 

    But it's unfortunate that these were not replaced 1:1. The reporting Icon to the left of Zendesk now feels barren.

    I'd like to; as I'm sure many in the community would like to; see an option to populate this area with the standard zendesk support dashboard embedded there.

    Have permission settings built to adjust who can view it by admin or agent. Allow for the options to add tabs to add more Dashboards to this section with dashboards you yourself build within additional tabs. Otherwise I feel like this whole section will get abandoned and fulfil no function :(

    Please do not remove the last 3 tabs which aren't possible to see in explore yet. 

    Thanks for your consideration

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  • Eugene Orman
    Zendesk Product Manager

    Bart

    Thank you for sharing your thoughts about how making the Support Reporting section useful again.  We are currently working on populating it with the prebuilt Explore dashboards. The next step will be to allow adding custom dashboards to this section, but it is not on the immediate roadmap. 

    You can spin-up a feature request in the Feedback on Explore section about this topic. It will help to see the community's interest and will allow us to prioritise this feature.

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  • Bart

    Done and done Eugene Orman

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