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Understanding Explore dashboards



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Rob Stack

Zendesk Documentation Team

Edited Nov 27, 2024


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16 comments

Hello, 

This is Xavier from Moshi. Before moving all the reports to "Explore", we're able to download customer's good and bad comments a specific assignee has received from a period of time. Can you teach me how to get the report or set it up, please? 

Thanks in advance.

Best regards,

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Elaine

Zendesk Customer Care

Hi Xavier!

You can check on the Explore recipe: Display all customer satisfaction comments to create a query that will list all customer satisfaction comments.

You can add further attributes in the Rows panel (aside from the attributes seen in the screenshot provided in the article) such as Assignee name, Ticket satisfaction rating, or Ticket solved - Date.

Hope this helps! Cheers! :)

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Any reason why the default dashboard is giving a different result than when creating exactly the same dashboard with a self-made dataset?

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I just created a new report but I cannot see it in my dashboard. How can I fix this?

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Hiedi Kysther

Zendesk Customer Care

Hey Krizzia Kaey,

You can add your new query report to your dashboard by going to "Add" in dashboard customization menu and select what you wanted to add in your dashboard:



You can select multiple reports at once. For more information, you can check here: Adding Reports to Dashboard

Another trick to add your report to Dashboard is by clicking the down arrow in the Query report and selecting Add to Dashboard:


I hope this helps! 

Regards, 
Hiedi Kysther

 

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Hello Zendesk team, Greetings!

This is Rajesh. My question is..

Is it possible to migrate all the reports and dashboards from Salesforce to Zendesk with out losing data?

 

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Christine

Zendesk Engineering

Hi Rajesh, it is not possible to import external data into Explore to build reports. You can create reports using the data available to you in Explore datasets.

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Quick question here: Is there a limit to the number of dashboards that we can have with our plan? The reason I'm asking is that we would like to send out scheduled individual scorecards to our agents and would probably need to clone dashboards for that, which racks up the number.

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Gabriel Manlapig

Zendesk Customer Care

Hi Christian,
 
Our document doesn't say about any limitations when it comes to the number of dashboards that you can create in an account. For reference, please see the article below:
 
Explore product limits
 
I hope that helps!
 

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With having the Growth platform, my reporting is very minimal :(

Can anyone provide some reports they could use to provide to leadership while on the Growth platform?

Thanks 

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Ivan Miquiabas

Zendesk Customer Care

Hi Geoff Ludwig, 
 
Thanks for reaching out! For Suite Growth, these are your only options: 
 

 
Unfortunately, custom metrics is currently not available on Growth plans, not unless you upgrade the plan. Though you can utilize Pre-built dashboards.

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That was my thought :(

Thanks! 

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Hey Zendesk support, 

 

In our Zendesk, we use several pending statuses, depending on whom we are waiting on, COE, Customer, IT, Finance etc.

 

 

To be able to check SLAs and follow up on SLA breaches, we would like to make a report that shows for every ticket

 

Ticket 12345

Status:  xx hours – Open

Xx hours – Pending COE

Xx hours – Open

Xx hours – Pending finance

Xx hours – open 

Closed 

 

I found this recipe, but that doesn´t help as it only shows AVG or MED

https://support.zendesk.com/hc/en-us/articles/4408831024922-Explore-recipe-Reporting-on-the-duration-of-fields

 

I have made a report by ticket with pending status, but the problem is it won´t show the various pending statuses, and the pending there is, is empty?

 

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James G

Zendesk Customer Care

Hello Ally,
 
Here's a helpful resource that could be a good starting point for you: Calculating how long a ticket spent in a custom ticket status per update.
 
By following this recipe, you'll be able to find out the duration a ticket spent in each custom ticket status. Just keep in mind that instead of displaying the custom ticket status name, it will show the custom ticket status ID.

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hey Rob Stack this article needs updating to include the newer default dashboards which are now available. :)

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I want to implement a country dashboard directly available from Zendesk back office.
 I’m unable to segment the queries by country.How can we configure country level explore

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