Working with datasets

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  • Daniel Moross

    What if I want to create a query using data from two different connections. For example I want to look at Satisfaction by different criteria - requester locale, custom fields etc.

    Please help - I know Explore is a game changer for our report building, but can't get it to report on the data I want to see at the moment.

  • Vincent Dollet
    Zendesk Product Manager

    Hi Daniel!

    We are planning to introduce the possibility to join different connections later this year.

    Until then, don't hesitate to drop us a note at with use cases you can't address with the existing connectors.

    Kind regards


  • Zac

    I sent an email with a use case from our team.

  • Mary Paez

    A piece that has been missing for a long time is the reporting on KB article metrics:

    1. Draft & Published articles (not only thru Knowledge Capture appl)
    2. Growth of KB 
    3. Article counts
    4. # articles in any phase of a workflow
    5. # articles broken down by Agent (and groups of agents, regional teams)
    6. Participation rate (# tickets closed w articles / # tickets closed)
    7. # article accesses (views of KB articles from Guide portal) - break articles down by author, by most accessed, least accessed

    Also, these reports need to be able to be filtered by Month, quarter, annually.  Should have ways to group teams of Agents by region or product and report on each group

  • ClickPay Services

    HI, where do we stand with connecting two sets of data sets? I'm trying to create a dashboard that shows the # of tickets solved, AVG handle time of each ticket, and CSAT. I don't think I can currently do that.



  • Jimmy Bowers

    Still no ability to add new data sets?

  • Ben Fulton

    What I'm looking for is the ability to create a backlog dataset that includes any custom ticket fields we have added. Unfortunately, it looks like this is not currently supported.

  • Annie Bukowczan

    Hi, wondering if there has been any progress on being able to to create a query using data from two different connections in explore? I'd like to create a query that includes a metric from the Support:Tickets, Users and Organisations data-set and the Support:Ticket SLA's data-set.

  • Anthony Sabato

    When will there be the ability to look at other data sets such as Users? We want to see what users are looking at service announcements so we know who not to target in our email campaigns. Visibility into user specifics is important not just the calculations.

  • Mark Hinson


    I've created a custom Database based on Support Tickets and created 3 Queries based on that new Dataset.  Everything works fine, except no other Explore users can see the Dataset or any of the Queries I created.  Should it be possible to share Custom Datasets and Queries with other Explore Users who have Edit rights?

    thanks, Mark

  • Devan - Community Manager
    Zendesk Community Team

    Hello Mark Hinson,

    It sounds like you might not have set settings up correctly when establishing your editor permissions. Thie first thing I would recommend is to go through the article I linked below which will guide you step by step on how to establish these settings. If this is still impacting you after, please let me know, and I'll be happy to troubleshoot this with you further.

    Setting editor and admin permissions for custom datasets

    Best Regards.

  • Sovellin Oy Ltd (EMEA RESELLER) (PRM)

    Is there a possibility in any way to join datasets when creating queries? We would like to view/fiter backlog based on organization, and it seems that organization is not included in the backlog dataset. Do we have any means to solve this at the moment?

  • Craig Bailey

    Are Organization and User data in different (as yet unavailable) datasets? It seems Explore can only query the Ticket dataset and we lose reporting over General Organization and User data.

  • Hi Craig,

    Just wanted to note to you, that organization, requester, group and assignee information is available in datasets like Tickets and Ticket Updates, but organization is not apparently included in Support backlog history dataset, which is an essential information for us.

    Does anyone have an answer to my earlier question, whether there is a possibility to link the organization information somehow to the backlog dataset?


  • Brett Bowser
    Zendesk Community Team

    Hey Arno,

    I reached out to our Explore Product Managers and it looks like there's currently no way to connect organization data to the backlog dataset. I've let them know that this is a feature users are interested in so thanks for taking the time to share this with us :)

    Let me know if you have any other questions!

  • Shane Cruse

    Hi Brett,

    Thought I would just leave a comment to also express my interest in having the functionality to join data across multiple datasets as well. Would prove to be extremely useful piece of functionality. Would be happy to provide use cases if required.

    Kind regards,




  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Shane! I've marked this as product feedback so our Explore team is aware.


  • Justin Lentz

    For time tracking purposes I am interested in joining call talk time, chat duration, and update handling time into a single table. However these 3 time tracking values exist exclusive to their individual dataset. Is there an update to when we will have the option of joining datasets within a query, or is there a solution to my issue already that I just need to find? 

  • Brett Bowser
    Zendesk Community Team

    Hey Justin,

    This is still on this years roadmap, however, we don't have any specific dates to share at this time.

    Let me know if you have any other questions!

  • Ed

    Also interested in joining across data sets.  We can today join Answer Bot metrics to a ticket fields in the legacy reporting system.

    I see that some ticket related fields are available in Answer Bot related queries, but ideally we could have access to particular custom fields that we use to group and categorize tickets.

  • Devan - Community Manager
    Zendesk Community Team

    Hello Ed,

    Appreciate the feedback, which I'll be sharing with our product team. I would also recommend posting your feedback in our Explore Product Feedback forums where our devs regularly look for user stories during their development process. 

    Best regards. 

  • Marissa Zugec

    There is no dataset specifically for Guide, currently in Insights- we can view Knowlegebase stats, this is no longer possible in Explore, why would you take this function away? 

  • Nicole Saunders
    Zendesk Community Team

    Hi Marissa - 

    Guide datasets are currently under development. We don't have an ETA for when they will be available in Explore, but they will be forthcoming. 

  • Ben Lebeau

    Using the talk datasets I can see call times and calls taken etc. but no metrics for the following:

    Agent online time
    Agent away time
    Agent available time
    Agent total wrap up time

    The only way we can seem to get this info is in real time from 

    We need to access this historical data, can you direct me on how to locate it?

  • Devan - Community Manager
    Zendesk Community Team

    Hello Ben Lebeau,

    Most of these can be found using the Talk dashboard metrics, which I've linked the article that goes into detail on this below. You should be able to find most of these, for example, Total online time, which gives the Agent online time. 

    Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)

    Best regards. 

  • April Buck

    I'm looking for an organization dataset as I had custom reporting in Insights for items tracked in the Org fields & now I need to recreate these reports in Explore.

    Is there a reason why Organization isn't one of the standard datasets? Is there any way to create a custom Org dataset? Is this on the list for future enhancement?


  • Chandra Robrock
    Community Moderator

    Hi April Buck! Unfortunately, it's not possible to report solely on Organizations in Explore, without an Organization first having submitted a ticket.

    While I can't speak to whether this is on Zendesk's product roadmap, I'd recommend adding your specific use case to this post for future consideration:

    I'd personally love to see this functionality in the future! 🤞

  • Ty Angell

    Why are not all the organizational fields available in the default data sets or any of the ones that you create from the create options. 

    I created a custom organizational field to use with our customers but its not an available option to do reporting on. Only the tags that were created are available but use instead of what I created from a drop down selection. 

    How can I create my own data sets and chose all the the organizational fields instead of being limited to your default options?


  • Elissa
    Zendesk Community Team

    Hello Ty Angell

    Any custom fields you create should populate over to your Explore datasets automatically as soon as they've started being used on tickets. You can read more about how to find and work with those fields in this article: Reporting with custom fields. 

    I hope that helps! 

    If you're still having trouble finding a custom field in the datasets let us know!

  • Lohith S

    Hi Team,

    Where is the #Users dataset in Explore ?

    I had a report which simply displayed Agent Name, Creation Date, Las login date etc in Insights. I am not able to create this in Explore.


    Lohith S


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