Understanding your reporting options

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50 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hello Nancy,

    Glad you were able to discover this solution on your own. \

    Best regards.

    0
  • Akshobhya Mann

    I can no longer access Insights. Was it disabled? It is much easier to use than Explore.

    0
  • Rob Stack
    Zendesk Documentation Team

    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.

     

    0
  • Stefano Tessari

    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

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Liam Kelly

    You broke insights with your announcement, can you please fix it so we can see the toolbar. 


    0
  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Waseem Khan

    Hi,

    CSV option is available only for few  users.

    Can someone let me know for what roles this option is available?

    0
  • Gail L
    Zendesk Community Team

    Hi Waseem,

    That looks like knowledge base reporting tab, the export link you see there would be restricted to administrators on the account. 

    1
  • Meira Farber

    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? 

     

    0
  • Madison Davis
    Zendesk Community Team

    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? 

    0
  • Meira Farber

    Hi Madison, On page2 there are 2 articles, and on page1 there are 5 (total 7).

    Thanks 

    0
  • Meira Farber

    the same thing happens for May 2020. I see 7 articles, but the report says 8. TIA for your investigation/ response. 

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Đặng Kiều Oanh

    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?

    1
  • Rob Stack
    Zendesk Documentation Team

    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!

     

    0
  • Madison Davis
    Zendesk Community Team

    @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!

    1
  • Tim Grimshaw

    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

     

    0
  • Rob Stack
    Zendesk Documentation Team

    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

     

    1

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