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
Hi Jessie,
Thanks for your reply. Apologies if my question is confusing..I am as well :-) Anyways, you are right I wanted to drill down to the exact timestamp the ticket was created and solved
Hi Jessie,
I'm actually in the process of rebuilding everything thanks to Heather's directions. I'll let you know if I need any help.
Thanks.
Hey Armon! Sorry for the delayed response!
I believe you can drill down to minutes, but not seconds. We have some documentation that outlines how to get timestamps in Insights, which you can find here. That should get you started!
@Juan, awesome, let us know how it goes!
Hi Jessie,
No worries. I am currently reading the link you have provided and will try to re-create the walkthrough with our data.
Your help is very much appreciated.
Will update you whatever the outcome is.
Thanks
Hi Jessie, Heather, I'm finally managing to build the reports based in your instructions. Thank you very much.
When creating a metric in Good Data, what is the proper way to express a number as a percent rather than a decimal in the number format editor?
The metric I have created is
Select #accepted calls / Select # inbound calls by Date (event), all other without pf
Hey Jose!
Let me check on this for you; I'm not totally sure how that works in GoodData. Stand by!
Hello Jessie!
I got it figured out by editing the number formater =)
Hi,
I am trying to create a report using a custom ticket field called Order Number which is a numeric field.
The report that I am looking to generate is the number of tickets for each Order Number.
For example :
Order Number - Number of Tickets
12345 10
12346 20
In SQL this would look something like : select count(ticket),Order Number from ticket group by OrderNumber
Is it possible to do this using insights?
Hi all!
I stuck with creating a custom report using Insights.
I would like to achieve the effect similar to this: https://support.zendesk.com/hc/en-us/articles/231249907/comments/115001787967
In a nutshell: I want to combine bars and lines. Bars come from metrics defined by me and refer to the custom field- this works.
This what I am unable to achieve is the dynamic line, which bases on a number of tickets solved in a particular week.
This is what I have:

And this is what ideally I would like to achieve:
Is it possible?
Any advice would be appreciated.
Hi Tomasz,
You have to change your Configuration on the upper right side.
1) in the Vertical axis you need to put the metric that should be displayed as a line on an other Axis than the bars:
2) below in the Advanced Configuration you can then choose the chart type for Primay and Secundary Axis:
I hope this helps!
Melanie
Hi,
I would like to make a report based on Friday to Thursday event but the options I see are only Mon- Fri?
thanks
I have a report where I show tickets created and tickets solved in an area chart.
- I've chosen Green for "Tickets Solved"
- And I have Blue for "Tickets Created"
When I build this chart and set the "How" to Date (Event), I get the desired end result with the area chart showing the color Green on top except for when the # tickets created exceeded the # of tickets Solved. When # solved is higher than created for any given day the area chart shows the color blue in the space. This is how I want this work:
Now I want to build the same chat and show it on a weekly basis. When I set the "How" to Week (Mon-Sun)/Year (Event) the colors continue to work properly as depicted above.
However, as soon as I apply any sort of date filter (either in the report itself or with a filter on the dashboard) the colors invert such that the blue for Tickets Created is always in the foreground and covers the Green. I need these reports to be visually the same. Why is this so difficult and can anybody help me?
EDIT: And now without making any changes to it, the first chart above is now putting the blue in the foreground regardless of what filters I've applied to the dashboard.
Both of my theories for what could be determining the foreground color have been proven incorrect. First I thought it had something to do with the totals for each metric from the given range. And perhaps when the total number of created is created than the total number solved Green goes to the front (or vice versa). This was not it as Green and Blue are both in the foreground for different date ranges despite the Created > Solved condition remaining constant.
I also thought maybe it has something to do with where the data starts from...like if the first date in the range had created > solved maybe then that determines the foreground color. But like my other experiment, I've seen Blue and Green both in the foreground while the created > solved (on the first day of the range) remains constant.
I've made it so that the Green is back in the foreground of the first chart above by swapping the order of the metrics. Where I've added Solved to the chart first and then Created (they appear swapped in the legend as well). However, yesterday when I did that, it would have resulted in the Blue being in the foreground. So there's definitely something else at play here that I would very much like to understand.
@Rich,
I am so sorry you're experiencing this. I was going to suggest re-adding the data points in the opposite order - but I see you've done that!
I wonder if this is worth creating a ticket with Support@Zendesk.com. They can't help build a report but they should be able to investigate why the color scheme won't display as intended. If they have to ask Good Data to help, I hope they do!
Hi Heather! I've done a lot of reading but still can't find an an answer; could you help me build out a report?
I'm trying to create a monthly report (tracking solved vs. new tickets) for more than one organization (the goal of seeing all of our High Touch accounts summed together).
If I create a filter that includes more than one Organization, the report breaks! Any suggestions? Thank you!!
Hi! I would like to run a report that shows a breakdown by requestor and the average amount of time it takes for that person to receive a response from the agent. How can I do this?
Hello team,
I wish to create a single report which will show me multiple charts & tables.
viz.
a. Trend of tickets, TAT etc
b. Pie chart of ticket type
c. Table to show some other metrics & so
But I could not find any option to add one more graph/ table in the Good Data tool.
Can you please share how to do it?
Hi there!
In order to show all these things in once place, you would need to create an individual report for each stat you listed and then put them in a Dashboard. Hope that helps!
Hi,
I want to add a column in a simple report to show the content of the last comment made to a ticket. I've looked around all the available attributes and the closest I found was "tickets updates" which brings what I believe is the system's comment ID but not the content itself, I need the content.
How can I pull that?
Thanks
Julian
Hey Julian,
The ticket comment data itself is not synced over to Insights strictly because this could contain sensitive information that we would not want to pass over to a 3rd party.
Another alternative would be to use the Ticket ID attribute which creates a link that will allow you to pull up the ticket in a separate tab to review any data that is not included in Insights.
Let us know if you have any other questions :)
Hi Brett,
Thanks for your response, I was asking for such field because our customer would like a report where it shows other attributes plus the last comment made on the ticket so to have a quick idea on what's the latest on his cases instead of opening each one of them just to see that piece of information.
Any ideas you could share that would accomplish something similar? The ticket ID link would be very similar to what he already has in the end-user interface.
Thanks,
Julian
Hey Julian,
Unfortunately this wouldn't be possible with the Insights or Explore since there's no way to sync over comments from a ticket. Since Explore is our product it's possible that this could be available in the future but I can't make any promises on that. What I would recommend doing is creating a post in our Explore Product Feedback forum to provide visibility to our Explore Product Managers as well as gauge interest from other users in a similar situation.
Appreciating you taking the time to share this with us :)
Thanks Brett.
Hi,
Is it possible that only administrators can see the section 'Report' (so also 'Create report') in GoodData? Our regular agents can't access that.
Thanks.
Valentina
Valentina
If you are on the Enterprise plan, the ability to create reports is set in the agent's role. Admins have full access to GoodData.
There is a review of permissions here.
Hope that helps.
Hello Graeme,
We are on the Enterprise plan but can't seem to find this 'Tools' section. Could you please assist me with that?
Thanks.
Valentina
Valentina
In Support, to Settings>People>Roles
Click edit next to the role to be updated.
Scroll down to the tools section...
If you are a new account with Explore access rather than GoodData, the reporting settings will not appear here. But I cannot think of another reason it would be missing.
How do I create a report that shows average handle time? I'd like this as a total including wrap-up, I'd also like this broken down into talk, wrap and hold time. I don't want this to include any time the customer is waiting prior to the call being answered
Hello Brent Manser,
You should be able to create a fantastic report that shows Average Handle Time by following the steps in the article I linked below.
Time Tracking recipe: The metrics you need to be measuring
Best regards.
Hi Devan
Thanks for the link. I've set up the suggested reports but they're not giving me what I want. I'd like to calculate the time from when a call or chat starts to when it finishes (talk/chat time) and wrap-up time separately. I'd also like to report on how much of the talk time the customer is on hold for? I want to do this seperately by channel rather than reporting on ticket time.
Also for chat can you advise how I calculate actual concurrency so I can factor this into my FTE calculations?
Kind Regards
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