Understanding Explore datasets

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  • Greg Smith

    I've created a query for Call Wait Time. The default brackets are:

    0-5 Sec, 5-15 Sec, 15-30 Sec, 30-60 Sec, 60-300 Sec, >300 Sec, and "Not Recorded". What does the "Not Recorded" bracket mean?


  • Dennis

    Is the image in the example wrong? Ticket ID is the connection point for the Ticket data table, but a Chat associated with Ticket ID 1203 is shown to be linked to a Ticket with Ticket ID 1202.

  • Rob Stack
    Zendesk Documentation Team

    Hi Dennis, you were indeed correct and this graphic has now been corrected. Thank you very much for pointing this out!


  • Devan - Community Manager
    Zendesk Community Team

    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

  • Krista Shaver

    We track how many support articles are written and edited each month. Currently, I'm able to pull that data out of Insights. Is there any discussions being had about that data moving to Explore?

    Another item we track, is how many new customers a month. One way to track that is to see how many new 'organizations' are added each month. I can't pull that data out of Explore either.

    I would like to have both of these items on a dashboard for my team to review.

    Thank you!

  • Rob Stack
    Zendesk Documentation Team

    Hi Krista Shaver thanks for the questions.

    We are looking to add article data to Explore before the end of this year. Keep an eye out on our announcements section for more details.

    Your feedback on organizations is great. Would you please consider adding that to our Explore Feedback section where members of the product team will review it and folk can also vote on it - https://support.zendesk.com/hc/en-us/community/topics/360001200913


  • Kyle Clark

    I'm wanting to report on the "Initial Group" or "Previous Group" for tickets that have a SLA breach. I can create a query with a table of breached tickets from the tickets dataset, and can create a query with a table of tickets and their "First Group" or "Previous Group" (but I can't make this table for only SLA breach tickets). Is there a way to do this? We have done all that we can on  reporting and changing behavior with regards to First Reply Time. We now need to report on the groups that are re-assigning tickets late to further improve. I'm thinking that I'll just have to report on new tickets that are not updated in less than 8 business hours (but SLA would be preferable). Thanks


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