Working with datasets

In Explore, a dataset gives you access to your Zendesk product data. Each dataset contains metrics and attributes that can be used to query your data. Before you create a query, you must choose the dataset that gives access to the information you want. Typically, you select the default dataset that contains data for your product, for example, Support or Talk. However, you can also create copies of these datasets for testing (for example, if you want to test custom metrics).

This article contains the following sections:

• About datasets
• Choosing a dataset
• Creating a new dataset
• Renaming a dataset
• Deleting a dataset
• Next steps

About datasets

The following datasets are currently available in Explore:

Tip: To learn about new and upcoming datasets, see our announcements section.

Zendesk Support datasets

The following datasets can be used to produce reports based on your tickets, and support data:

• Tickets: Report key ticket metrics like number of tickets, ticket activity, and ticket type.
• SLAs: Report about your Service Level Agreement (SLA) performance.
• Backlog history: Report about your unsolved tickets at the end of a given date.
• Ticket updates: Report all updates made to tickets during their lifetime.

Zendesk Talk datasets

The following datasets can be used to produce reports based on your usage of Zendesk Talk:

• Calls: Report about your call center and agent activity.

Zendesk Guide datasets

The following datasets can be used to produce reports based on your usage of Zendesk Guide:

• Answer Bot: Reports about the effectiveness of your Answer Bot use.
• Knowledge Capture: Reports to help you understand the efficiency of selecting articles to deflect support tickets.

Zendesk Chat datasets

The following datasets can be used to produce reports based on your usage of Zendesk Chat:

• Chat Engagement: Reports about your customer engagement using Chat.

Choosing a dataset

To access you business information, you must choose a dataset. To help you understand the information you can report about from each dataset, see Metric and attribute reference.

To connect to a dataset from the datasets library

1. Click the Datasets icon ().
2. On the Datasets library page, select the product dataset you want to use. The pre-built, original dataset names end with [default], and should be used whenever possible.
3. The Queries page opens, where you can select an existing query, or create a new query.

Creating a new dataset

In some circumstances, you might want to create your own dataset, for example, if you want to experiment with the data structure, or practice working with custom formulas. If you create your own dataset, formulas and queries from the original dataset will not be available. For most purposes, choose from one of the built-in datasets.

To create and connect to a new dataset

1. Click the Datasets icon ().
2. In the Datasets library, click New dataset.
3. On the Select a source page, choose the product you want to create reports for.
4. On the Select a dataset page, enter a name for your new dataset, and then choose the source data that you want to query, for example, Tickets.
5. Click Done.
6. The query builder page opens, and you can begin to create queries based on your data.

Renaming a dataset

After you create a dataset, you can change its name by using the following procedure. You can't change the name of the built-in datasets.

To rename a dataset

1. Click the Datasets icon ().
2. In the Datasets library, select a dataset and then click the options (…) menu next to it.
3. Click Rename.
4. Type a new name for the dataset, and then click Enter.

Deleting a dataset

Use this procedure to delete a dataset. You can't delete the built-in datasets. When you delete a dataset, any queries that were created using that dataset are also deleted.

To delete a dataset

1. Click the Datasets icon ().
2. In the Datasets library, select a dataset and then click the options (…) menu next to it.
3. Click Delete.

Next steps

• Creating a new query
• Adding a new dashboard