This article will keep you informed about changes to Zendesk reporting. These changes might affect the reporting options you have available. If you have a problem or question, please leave a comment below.
Use the following topics to help you understand the reporting options you have with your Zendesk products and plan level:
Zendesk Explore (Support Professional and Enterprise)
- Explore Lite contains pre-built dashboards containing best practices reports for your Zendesk products. Explore Lite is included with all Support Professional and Enterprise plans.
- Explore Professional extends Explore Lite by enabling you to create, share, and secure your own reports. Explore Professional is an add-on for Support Professional and Enterprise.
- Explore Enterprise further extends the capabilities of Explore Professional with enterprise-level features like live dashboards and advanced sharing capabilities.
To compare Explore versions, see Comparing Explore versions. To learn everything you need to know about Explore, see Zendesk Explore resources.
Use Explore when
- You are a Support Professional or Enterprise customer
- You are currently using Insights and want to upgrade to Explore
- You want access to the latest Zendesk reporting capabilities
Explore is accessed from the Zendesk product tray. If you don't have access to Explore, contact Zendesk Customer Support .
Built-in reports (all Support plans)
Built-in reports are available with all Zendesk Support plans. The reports you see will vary depending on the products you have. To view the built-in reports, open the Reporting page (
) and select one of the available tabs. For general information about agents and tickets in your company, choose Overview.
For more information about the built-in reports, see Using the Reporting Overview.
Use the built-in reports when
- You are on the Zendesk Support Essential or Team plan
- You have not configured Explore and want to use the built-in dashboards
- You want to view reports that are not in Explore like Knowledge Base, Community, and Search
50 Comments
Hello Nancy,
Glad you were able to discover this solution on your own. \
Best regards.
I can no longer access Insights. Was it disabled? It is much easier to use than Explore.
Hi Akshobhya Mann
Did you receive any communication that you were being migrated to Explore? If not, I'd suggest opening a ticket with us so we can investigate your case in detail.
To help you get to grips with Explore, we have a great getting started guide and many recipes that take you through some of its features. We're also always interested in your feedback about it.
Thanks for writing. Don't hesitate to open a ticket if you need more help.
Dear,
Excuse me, maybe you've already answered to that question:
how can I extract the list of users who have subscribed to our "Knowledge base” with Zendesk Explorer? Thank you
Hey Stefano,
There's no way to pull knowledgebase subscriptions at this time using Explore. If you want to export this information, you'll need to use the Help Center API.
You can find a full list of Guide Metrics and Attributes from the article I've linked for you.
Let me know if you have any other questions!
You broke insights with your announcement, can you please fix it so we can see the toolbar.
Hello Liam Kelly,
We are currently aware of this issue and are currently working on rolling out a fix as soon as possible. We appreciate your patience while we attempt to resolve this.
Best regards.
Hey Liam,
Our developers have pushed out a fix that should allow you to see the GoodData link again. You may need to do a quick browser refresh but please let me know if you continue to experience issues on your end.
Thanks!
Hi,
CSV option is available only for few users.
Can someone let me know for what roles this option is available?
Hi Waseem,
That looks like knowledge base reporting tab, the export link you see there would be restricted to administrators on the account.
In the "Knowledge Base" tab I am trying to see what type of articles were adding in a certain month. The report says 12 total, however, in the list of articles themselves (at the bottom of that page) there are only 7 articles.
Is this because the other 5 were deleted? Why don't I see all 12 articles?
Hey Meira! I notice in your screenshot, there's another page of results. If you click to page 2 or the next arrow, do you see any other results?
Hi Madison, On page2 there are 2 articles, and on page1 there are 5 (total 7).
Thanks
the same thing happens for May 2020. I see 7 articles, but the report says 8. TIA for your investigation/ response.
Hey Meira,
Thanks for the update! I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further. This is possibly a bug so we will need to assume in and see if we can replicate this issue most likely.
You'll receive an email shortly stating your ticket has been created.
Cheers!
How can I delete all the report or at least reset?
I was using trial and testing out some features and now our company decided to use Zendesk Support, so how can delete report from before? So now it can show real statistics about tickets?
Hi Đặng Kiều Oanh thanks for the question.
Your reports are created using queries which you add to a dashboard (a query is an individual report). If you want to delete a query, see Working with queries
If you want to delete a dashboard, you can do this within the Dashboards library (where you see the list of all your dashboards).
I hope this helps!
@Đặng Kiều Oanh there's unfortunately not a "reset" button or something like that to delete your test tickets, but you can manually delete them. Deleted tickets are excluded from Explore reports by default!
Hi Rob,
Sorry if I'm missing something obvious - in this article it mentions:
Note: After you move to Explore, the Overview, Leaderboard, and Satisfaction tabs are removed. You can use Explore pre-built dashboards for those reports.
We are actively using Explore, but we still see these tabs when we look at the 'Reporting' menu (through the left navigation). I guess two questions:
1. Is there something we should do to 'move' to Explore other than just be using Explore - or something else that would trigger the re-jig of the 'overview, leaderboard, satisfaction' tabs etc?
2. What happens when they're removed? Is there a way to nominate dashboards within Explore to show up there? e.g. when a user clicks on 'reporting' would they then be presented with selected dashboards, or tabs of dashboards etc?
One thing we're eager to do is to make sure that Explore reports are available to everyone here, and at the moment it's all a bit hidden away (you have to hit the app tray - the 4 squares, then click into Explore) - so a lot of our users don't realise that Explore is a 'thing' :)
Thanks for your help!
Tim
Hi Tim, thanks for the questions!
I'm thinking that you might still have Insights reporting on your plan as the three tabs will still appear in this case. If that's the case and you no longer need Insights, you can open a ticket with Zendesk to have it removed.
You can't currently nominate Explore dashboards to appear on the reporting page, but it's an excellent suggestion which I'll make sure gets passed on to the right people.
It's always definitely worth posting any good ideas to our Explore feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913
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