In Explore, datasets give 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'll need to 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 or need to apply specific security permissions).
Available datasets
The following datasets are currently available in Explore:
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.
- Team Publishing: Reports to help you understand your team activity in Guide including when articles are created, published, edited, and more.
- Knowledge Base: Report about your help center activity including page views, article votes, and more.
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 Understanding Explore datasets. You can choose the dataset you want to use before you create queries, or while you create a query.
Choosing a dataset before you create a query
To choose a dataset from the datasets library
- In Explore, click the Datasets icon (
).
- On the Datasets library page, select the product dataset you want to use. The pre-built, original dataset names display the status Default, and should be used whenever possible.
If a dataset displays the status Out of date, it is no longer being updated by Zendesk. Unless you are maintaining queries that use this dataset, consider deleting it.
- The page for the dataset you chose opens. From here, you can select an existing query or create a new query.
Choosing a dataset when you create a query
To choose a dataset while you create a query
- In Explore, click the Queries icon (
).
- In the Queries library, click New query.
- On the Choose a dataset page, choose the Zendesk product you want to produce reports for.
- Next, choose the dataset type. For example, Zendesk Support contains four datasets for tickets, SLAs, updates, and backlog history.
- Finally, from the list of datasets, choose the dataset you want to connect to, then click New query.
- Query builder opens using the dataset you chose. You can now begin to create your 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
- Click the Datasets icon (
).
- In the Datasets library, click New dataset.
- On the Select a source page, choose the product you want to create reports for.
- On the Choose a dataset page, enter a name for your new dataset, and then choose the source data that you want to query, for example, Tickets.
- Click Done.
- Query builder opens using the dataset you chose. You can now begin to create your query.
More dataset operations
Explore offers further options for managing your datasets. The available options might differ depending on the level of permission you have to the dataset. For example, you can't delete the pre-built datasets.
To access the dataset operations
- Click the Datasets icon (
).
- In the Datasets library, choose a dataset and then click the options menu next to it.
- From the options menu, choose one of the following:
- New query from this: Opens a new query using the selected dataset.
- Edit: Opens the dataset configuration page where you can change the name of the dataset and review the product it is using.
- Rename: Enables you to change the name of the dataset.
- Clone: Creates a copy of the selected dataset.
- Delete: Deletes the selected dataset.
36 Comments
Hello Lohith S
In Explore, all of the user data is housed in the Support datasets. You can see details on all of those datasets as well as what metrics and attributes are available in them by following these links:
For example the Tickets dataset has information on an agent's last login:
I hope that helps!
Thanks Elissa
Do we have a User/Agent creation date as well like in Insights ?
Thanks
Lohith S
Hello Lohith S
I did a lot of digging and unfortunately it does seem as if the user creation date data is not available in Explore at this time. I would strongly encourage you to create a product feedback post to point out the discrepancy between what is available in Insights and what is available in Explore on this topic, to get that on the radar of our Product team as we move forward with migrating everyone over!
In the meantime, I was able to find an API solution, if you're interested in pulling that information to create your own reports in google sheets or another program you can definitely do that. More information here: https://developer.zendesk.com/rest_api/docs/support/users#list-users. I also found this, which is only tangentially related but thought you might find it useful: How do I generate a user's last login date list?
I hope that helps!
Any update on the feature to join multiple datasets, or at least the ability to use more than one dataset when building a query? It would be really helpful for us, as we had a few queries in Insights that did not have this restriction, and we can't really replicate them in Explore the way we want to.
Second the ability to join multiple data sets, especially now with the guide data set. We are unable to calculate a self-service score without requestor data. Thanks!
@Spencer, What are you trying to measure in your report. Can you explain more about the self-service score? and requestor data?
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