You can create your own custom reports in Insights. For information on creating custom metrics and dashboards, see Creating custom metrics and Creating dashboards in Insights.
If you have not enabled Insights, see Enabling Insights for yourself. If you are an Enterprise agent in a custom role, you might not have access to Insights, depending on how your admin set up your custom role.
Creating a new custom report
You can create new reports using the Report Editor. You can either create a new report in Insights or from an existing dashboard.
- Click the Reporting icon (
) in the sidebar, then click the Insights tab.
- Click GoodData in the upper-right corner.
- Select Report in the toolbar.
- Click Create Report.
You will automatically be redirected to the Report Editor.
To create a new report from a dashboard
- On an Insights dashboard, click the Settings icon.
- Select Edit from the drop-down list.
- Click Report, then click +Create a New Report.

You will automatically be redirected to the Report Editor.
Adding your data
The Report Editor contains three panels, What, How, and Filter. In the What and How panels, you will select your data. For information on adding filters, see Filtering your report.
Viewing the events data model
Insights is built on a data model that represents all the data sent from your Zendesk Support to GoodData for your Insights project. All of the objects in the data model represent pieces of data that you can use to build custom reports.
This conceptual graphic is a high-level representation of the Insights data model. The green boxes represent the data sets in the data model.
You can view the detailed data model, including all of your custom fields. Viewing the data model helps you understand the relationship between items and what you can report on in Insights.
To see the data model
- Click the Reporting icon (
) in the sidebar, then click the Insights tab.
- Click GoodData in the upper-right corner.
- Click Manage in the toolbar.
- Click Model in the left navigation.
The data model appears.
- Click the data model to see the full-size version in another tab.
The facts in the data model are used in the How when you build reports and the attributes are used in the What when you build reports.
Adding metrics in the What panel
Your metrics include all of your quantitative data, such as number of tickets and wait times. Metrics represent what your report is made from, so they are added in the What panel. This section only discusses how to add pre-built metrics. For information on adding custom metrics, see Creating custom metrics in Insights.
- In the Report Editor, click on the What button.
- In the View by drop-down list, select whether to view your metrics by Folders or Tags.
- Select the folder or tag containing your metrics or search for metrics using the search bar under Metrics
- Click your metric.
- Edit any metric details in the Detail column.
You can edit the following details:- Metric format: Select how your results are displayed, such as in conditional colors or bars. Click the Metric Format box to edit your result format in the Number format editor.
- Drill in Settings: Set the attributes to use when drilling into your metric. Drill in settings can also be added after you create a report.
- View details: Edit your metric MAQL, duplicate your metric, change visibility settings, and add tags, descriptions, and comments. You can also navigate to this page in Manage>Data>Metrics.
Adding attributes in the How panel
Your attributes include all of your qualitative data, such as dates and ticket fields. Attributes are how your results are divided, so they are added in the How panel. Depending on the metrics you selected, you might not be able add some attributes. The folders' names containing unavailable attributes will appear gray. This feature prevents you from creating invalid reports.
To add an attribute
- In the Report Editor, click on the How button.
- In the View by drop-down list, select whether to view your attributes by Folders or Tags.
- Select the folder or tag containing your attributes or search for attributes using the search bar under Attributes.
- Click your attribute.
- Edit any attribute details in the Detail column.
You can edit the following details:- Display Label: Select how values are represented. For example, for the User attribute, you can select to display either the User Name, ID, or URL. This option is only available for some attributes.
- Filter this attribute: Select which values are or are not included in your results. This filter is processed before any filters added in the Filter panel.
- Click Done.
Filtering your report
You can apply filters to limit your results to specific settings.
- Click the Filter button after you add your data.
- Select a filter type.
Below are the available filters:
- Select from a List of Values (including date ranges): Limits your results to set attribute values or dates. This filter requires an attribute with values to filter by. If you select a date attribute, you can apply date ranges such as last week.
- Ranking Filter: Limits your results to the selected number of top or bottom values. To use this filter, you will need to select the number of top or bottom results, an attribute to rank by, and a metric to rank.
- Numeric range filter: Displays only results that are higher or lower than a set number. This filter requires an attribute to filter by, a metric containing your results, and a number for your results to be greater or less than.
- Variable filter: Filters results by a selected variable from the data model. You can see a full list of variables in Manage>Data>Variables.
- When you have finished entering your filter options, click Apply.
Your filter will be applied to your report. If you do not want to filter results, you can delete your filter from your report.
- Hover over your filter name.
- Click Delete.
If you want to add filters to your report, but do not want to show them, you can hide your applied filters.
To hide your filters
- Click Hide Filters.
- Click the Filter button again to show your added filters.
Customizing your report
After you add your data and filters, you can customize your report. All customization options can be accessed by clicking Show Configuration on the upper right.
Selecting your data location
If you are using a chart type that contains axes, such as a bar or line chart, you can select the associated axis for each metric and attribute.
Your chart will automatically set your attributes and metrics at default locations. You can switch what axis your metrics and attributes appear on.
- Click Show Configuration.
- Under the main Configuration heading are all available locations on your chart.
The available locations are:- Horizontal (X): Values appearing on the X axis or horizontal axis of your chart.
- Vertical (Y): Values appearing on the Y axis or vertical axis of your chart.
- Series: Series will determine the values shown on your chart. The value labels will appear in the legend at the bottom of your chart. You must have more than one metric or attribute for this location option to be available.
- Drag and drop your metrics and attributes between locations.
- If you have multiple metric values, you can click the down arrow next to Metric Values to select which results are shown first.
- Click Apply
Customizing axes and result formatting
After you have selected your data location, you can edit axes and overall results formatting.
- Click Show Configuration
- Under the Advanced Configuration heading, click the + button next to the axis you want to modify.
- Click the + button next to the metric or attribute you want to modify.
- Perform any of the following customization options:
- Visibility: Uncheck the box next to the metric or attribute to hide the metric or attribute.
- Name: Uncheck the box next to Name to hide the metric or attribute name. Select a degree from the Rotation drop-down list to shift the metric or attribute name position.
- Labels: Uncheck the box next to Labels to hide the result labels. Select a degree from the Rotation drop-down list to shift the result labels.
- Click Apply.
- Click Show Configuration.
- Under Advanced Configuration, click the + button next to Global Settings
- Perform any of the following customization options:
- Global Font Size: Set the size of your result font.
- Data Labels: Display the number above a data point.
- Legend and Gridlines: Show or hide the result legend or chart grid.
- Line smoothing and Data points: For line graphs, you can check Line smoothing to curve your line graph and Data points to highlight individual value's results.
- Click Apply
Changing report visibility
Once you publish a dashboard, all your custom reports and metrics on the dashboard become visible as well. If you hide a dashboard, its reports and metrics remain published. You must hide them individually by turning them into personal objects. Personal objects can be viewed only by you, but can be shared by sending editors and users the link.
Hiding your report
By default, your report is hidden from users. In the Report Editor, you can select for your report to be visible or hide your report. The report is hidden if the eye icon () is shown at the top of the report.
- After you create a custom report, click the Options drop-down menu and select Settings.
- In Settings, deselect Visible to all users.
- To make a report visible, click the eye icon.
You can share a hidden report by sending editors a link to your report. For more information on sharing reports see, Sharing reports in Insights
63 Comments
I would like to have a bar chart that shows the percentage of satisfied responses each agent received of the last week. I have it mostly built, but I would like the chart to go from 50% to 100%, not 0% to 100%. Changing the min and max under the Axis Y section to .5 to 1 doesn't work. What am I doing wrong?
Hey Sharon! Welcome to the Community. :)
I'm going to see if one of our Insights experts can weigh in on this. In the mean time, can you post a screen shot of how you have your report built? This'll help us identify what might be going wrong.
Hey Sharon. I've just tried to set up a similar report based on what you're after and am getting the expected results you're looking for as far as I do understand.
I set the Y axis which is currently my % Satisfaction Score to min = 0.5, max = 1 and number of ticks = 2. Below is my result.
Was this what you've tried as well?
If you're still having some difficulties please feel free to share a screenshot of your report configurations and results so we can take a closer look!
I've created custom metrics and a dashboard that highlights monthly activity and status of our support group. My intended audience is essentially all other groups in the company who still say "What does that team do?". Since they are not generally users of Zendesk, what is the best method of sharing my dashboard? I wanted to embed it on one of our wiki pages, but since we use a third party cloud wiki, I'm not sure it will accept the embedding code. Is emailing a PDF attachment the other best option? Can you think of anything else?
Hi Annette!
I'm not sure about the answer to your question, so I've pinged our Community Moderators to see if anyone there has done something similar to this with their reports. Sit tight!
@Annette what makes you think the embed code won't work? An embed code is an embed code regardless, unless the wiki you use doesn't support iframes it shouldn't be a problem.
@Andrea I guess I didn't state that well. I did try the embedding code and it did work, but when we tested it, a non-Zendesk user who clicked on the report to view the drill down stats was required to sign into Zendesk to view the data. The testing user was a ZD user so they logged in, but the majority of my intended audience will not be ZD users.
@Annette - Non Agents won't just be prompted to sign in but will most likely not be able to drill down as of my last test with this. For us, we pull out the drill down reports, create a whole new dashboard, and email the PDFs automatically to our intended audience on the requested frequency.
I have seen a post, can't locate it right now, to allow non-agents to see Good Data reports without a problem. However, apparently there is no way to restrict rights once you grant access to Good Data. In other words, if you only want a handful of people to see ONE particular report, the access unfortunately grants them ability to see ALL reports in your account.
I wonder if the beta for the new reporting platform, Explore, will work for you. It takes a while to get set up on the beta. I haven't had a chance to test any of this out there but I hear the back end, BIME, is going to be much more flexible. Check for that beta and sign up is my recommendation!
Is it possible to create a custom report for tickets solved by views on a particular date?
Hi,
I created the graph below but would like to have a 'threshold' line there at 100%. Can anyone help me on how to do that? Is it possible?
Melanie
I believe you should be able to create a custom metric define as:
SELECT 1
That should display the threshold on the chart.
Thanks that was very helpful Graeme!
I'm about 5 steps further now and managed to combine bars and lines in 1 chart. The problem I have now though is that the 2 bars are behind each other and no longer next to each other like in a normal bar chart.
Any help for this?
(There is supposed to be a green and a blue bar for every week but instead the green one covers the blue one.)
Melanie
I see what you mean. Unfortunately, I am not sure if that is possible with 2 bar charts.
Just thinking about why that may be. The line graph would be disjointed as it would be crossing two horizontal points for the one month. The effect would be more exaggerated as more bars are added.
Hopefully, someone may be able to confirm or offer a solution.
Welcome to the Community, Lolita! I'm sorry for the delayed response.
To clarify, are you looking to filter your report by what View the ticket was in when it was solved?
I am starting with building out reports and want to include Ticket Subject in the report. I cannot find this field available to include in a report. Is it named differently in Insights?
Rachel
It it definitely there.
Check under HOW>Tickets
If you are really stuck and cannot find an item, you can select 'All Attributes' from the left hand column and enter the search text.
Hi,
I'm trying to create a custom report based on a pivot table from tags.
We have two custom fields: Products and Issues. Each item has a tag. We need to create a report that shows the different issues per product, counting the number of solved tickets involved.
Any ideas?
Regards,
Daniel
I want to show a list of tickets grouped by Organizations and because we have a jira integration, jira issues linked to those tickets. is it possible to pull in some values from jira? like subject, issue number and status in jira?
Hey, George -
I'm posting this same answer to both of your questions: I suggest checking out the Zendesk Integrations topic in the Community to see if there's an answer there, or if any of the members who work with JIRA integrations have suggestions for you. Hope that helps, and Happy Zendesking!
Hello,
I am trying to create a Monthly dashboard for specific metrics based on client needs. I have previously built reports with a weekly filter, but now that I click on the Filter button the floating date range is restricted to a max of 2 days. Is there a new way to get weekly/monthly date ranges?Any feedback you can provide will be greatly appreciated.
Thanks!
Nathan
Hi Nathan! That does seem odd. You should be able to make a floating date range for just about any interval.
The most likely issue is a conflict with another filter or report metric. There are a lot of moving parts here, but there are some basic things the check up front.
Does this 2-day restriction happen on all reports, even brand new ones? Or does it only happen on one specific report?
If it only happens on one report, do you have any other filters (including filters within metrics) that restrict the date? What happens if you remove that filter?
If it happens on all reports and all dates, then there may be something wrong with the project. For that, you should submit a ticket to our support team to investigate in more detail.
I hope this helps! Happy reporting!
Thanks Amy! I found the place where I can manipulate the date ranges, but I don't see an option from the first day to the last day of the month. It looks like I will either have to manually select the fixed dates I want to see at the end of each month, or put in a floating range (which changes the data day-to-day and thus would not work). For my clients, I need a report that shows drilled-down activity on a per-month basis. Do you know if there is currently a report or filter function that can allow me to provide that?
Thanks,
Nathan
Hi Nathan! Thanks for following up! If you're interested in capturing full months, then I recommend using a Month/Year date attribute. You can still use floating ranges, but they'll use whole months.
For example, a report filtered to tickets where Month/Year (Ticket Created) is "last month" would show tickets from December 2017 right now. On February 1st, it would roll forward and show tickets from January 2018.
Please note - Month (Ticket Created) is a generic attribute, and it shows results across all years. If you used a filter for Month (Ticket Created) is "previous calendar month," it would show you December from all years combined. That's great for year-over-year reporting, but it can skew your results in most other reports. Stick with Month/Year unless you know with certainty that you need the generic month instead.
We have more information in this article on Insights date dimensions.
I hope this helps! Happy reporting!
Hello there,
I'm trying to create monthly reports which always use the same criteria for the respective month values, but I'm unable to see how to create a template with the criteria. If I could manage a template I'd only have to edit just the month setting.Instead, I'm building each month report from scratch, I'm sure there is a better way to do this but it's eluding me.
Thanks and regards.
Hi Juan! Welcome to the Community!
Let me check with our Community Moderators to see if they have any suggestions for you. Stand by!
@Juan - Hi! I know how you feel. I have historically used the last 30 days as a time frame and then set the auto-emailer to monthly so that I get a copy of the PDF monthly.
My starting point has been the built in View Only reports, clone and then update as needed with filters and other criteria, add Text to the custom dashboard et voila!
If you'd like some detailed assistance, maybe a breakdown of what you're doing every month or even a snapshot (redact anything we shouldn't see) and someone here may be able to help you with more specifics.
-Heather
Hi Jessie, Heather, thanks for answering.
Mainly what we need is to have a picture of the efficiency of our support team, in terms of:
SLA graphics (Acchieved vs Breached) based in first reply time
SLA percentage efficiency based in first reply time
Lists of Open, Hold, Unresolved tickets by Criticity
(I had to custom build my SLA metrics due to a somehow bad implementation of SLA policies; they are setted but there was no priority applied to tickets. I built a trigger to set a default priority buit in seems to not be working fine. That's why building this month after month is a pain)
Hi there!
I am trying to create a report wherein I will be able to get the date and time the ticket was created (01/25/2018 00:20:00) and the date and time the ticket was solved (01/25/2018 00:26:00). Apparently, what I saw was just Date Ticket Created (Date Format) and Hour Ticket created which only says that the ticket was created at a specific hour.
I hope I am making any sense. Any help from the community will be a great help.
Thanks
Hey Juan!
Just a point of clarification - do you need help building the actual reports, or just figuring out how to change it for each month? If it's the latter, Heather's suggestion should work for you. If you need helping building the reports let us know and I'll see about finding someone to help. Any screen shots or other details about what exactly you're trying would be helpful!
Hi Armon! Welcome to the Community!
I'm not totally sure I understand your question...is the hour of ticket creation and resolution not specific enough? Are you trying to drill down to minutes? Or are you looking for something else?
Please sign in to leave a comment.