Zendesk Explore is a reporting tool that’s designed to help you analyze, understand, and share your business information.
Explore provides powerful, built-in reports that help you to view and analyze key information about your customers, and your support resources. When you need reports that are tailored to your unique needs, you can use the tools in Explore to build your own.
Finally, Explore helps you to share and collaborate on reports containing your company information. Reports can be shared on a one-time, or recurring basis to anyone in your organization.
In this article, you’ll learn the basic concepts of Explore, and how to find your way around the rest of the Explore documentation.
If you'd like to jump right in and learn how to create a simple report, see Getting started with Explore: Walkthrough.
If you are new to Explore, we recommend you read through this article. If you already know the basics, see Zendesk Explore Resources to help find the information you want.
If you have questions, start with our Zendesk Explore FAQ article.
This article contains the following topics:
Before you start
Before you can use Explore, you need to activate it, and configure your users. To activate Explore, you must be using Zendesk Support Professional, or Enterprise, have Administrator rights to your Support instance, and be using a supported web browser (see Activating Zendesk Explore).
When you first start Explore, it prepares your Zendesk data for reporting. Depending on the amount of information and tickets you have, this could take from a few minutes to a few hours. You can select an option to have Explore inform you when it's ready for use. For more information, see Activating Zendesk Explore.
To help ensure the security of your business information, Explore provides different user roles that provide different levels of access to Explore's capabilities. To find out how to configure users, see Adding users to Explore. By default, users cannot access Explore. You must configure their roles and permissions.
The following user roles can be configured:
The editor is the best role for users who need to do the following tasks:
- Create and customize new dashboards, queries, and datasets.
- Edit created and shared dashboards, queries, and datasets.
- Share dashboards with viewer groups.
- Set dashboard email delivery schedules (see Sharing dashboards through email) .
The admin role has the same permissions as the editor role with the following additional capabilities:
- Update editor permissions for dashboards, queries, and datasets (see Setting editor and admin permissions).
- Change the default colors for charts and color-encoded metrics.
- Edit Excel settings when exporting dashboards. This includes column and tab separators, decimal precision, decimal separator, and thousands separator.
- Enable or disable access to the account by the Zendesk customer service team.
Viewers cannot edit or create dashboards. They can only view dashboards shared with them and cannot view individual queries or datasets.
Viewers access all of their shared dashboards via the Dashboard portal. The Dashboard portal is similar to the Dashboards library, but does not contain the option to create a new dashboard. The Dashboard portal will open automatically when viewers select the Explore icon () from the product tray.
You can configure the default role for new Explore users on the Account information page of the Explore admin menu.
A dashboard is your window into your business information.
Zendesk provides you with pre-built dashboards that contains information about your support metrics, agent activity, and more. You can use pre-built best practices dashboards, customize these dashboards by cloning them, or create brand new dashboards.
A dashboard is made up from components known as widgets which can contain a range of different items such as queries, images, text, and more. You can add as many widgets as you want to a dashboard, and arrange them in whatever format suits your company.
For more information, see:
A dataset is a connection to the information you want to report about. Zendesk provides datasets for our products, and typically you will use these pre-built datasets in your reports. You need to select a dataset before you can run queries on your business information.
For more information, see Working with datasets.
A query is a question you ask about your business information. You can ask simple question like “How many tickets do I have in an open status?” or complex questions like “Between March and December, which agents closed the most tickets?”
Query results are typically displayed as charts or tables. Explore chooses the most suitable chart format, but you can change that if you want. Once you’ve created a query, you can perform many operations on it like changing units and format, presentation, or adding complex calculations that manipulate the query results.
For more information, see:
Sharing your reports
Now that you have a dashboard, you’ll want to share it with others in your organization. Sharing a dashboard sends an email inviting others to view it. You can also set up dashboards to be sent by email on a regular schedule.
You can make changes to a dashboard after you share it. When you are ready for others to see you're changes, you can republish the dashboard.
For more information, see:
By now, you’ve learned the basic concepts of Zendesk Explore. However, Explore is capable of much more. In this getting started guide, you'll jump in and try out some of the features of the product. Choose one of the following articles to get started:
- Getting started with pre-built dashboards
- Getting started with the Explore interface
- Getting started creating queries
- Getting started creating dashboards
- Getting started modifying queries
- Getting started sharing dashboards
- Getting started with Explore: Walkthrough
- Getting started with custom metrics and attributes
Visit Zendesk Explore Resources to learn about all of the available documentation for Explore.