To help you get the most from Explore, we've put together a selection of recipes that help you set up queries and dashboards for many common business scenarios. Feel free to modify these to suit your own business needs.
Tip: To get notified when we release new recipes, click the Follow button at the top of this article. When we release a new recipe, we'll post a note in the comments section below, and you'll get an email.
The recipes are sorted into the following categories:
- Zendesk Support
- Zendesk Chat
- Zendesk Guide
- Zendesk Talk
- Custom metrics and attributes
- Miscellaneous
- From the community
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Zendesk SupportGetting started
Time tracking and efficiency
Time and date calculations
Customer satisfaction
Users and groups
Apps and integrations
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From the communityThe recipes in this section have been created by you, our incredible Zendesk community. We love to see what you're doing with Explore and we'll feature the best recipes, tricks, and tips here. Post your best ideas in our community.
81 Comments
Hi everyone. We've just added a new recipe that uses the bubble pack chart type to give you a great visual representation of where your chats are coming from - Identifying where chats originate
Hi everyone, we've just added a new recipe that helps you learn how to create a query that shows the number of chat engagements your agents are having per week, year over year - Chat volume year over year
Hi,
Any idea there will be more reports for Guide too?
We have a need to see which articles are more popular than others...
Thanks!
Thomas
Hi Thomas, I can tell you this is planned, but there isn't a release date for it yet. We'll let you know in our Announcements section as new features are added to Explore - https://support.zendesk.com/hc/en-us/sections/200623776
Thanks!
Hi everyone. We've just added a new recipe for Support Enterprise customers using skills-based routing. This recipe contains four queries that help you report about your use of the feature. - Analyzing skills-based activity
Thanks!
Hi, we've just added a new recipe that uses the Ticket Updates dataset to help you determine how long a ticket spends in a specific group before it's moved to another group - Reporting on the duration of fields
Hope you are all having a great week so far! We've just added three new recipes and hope you find these helpful!
Hi all, it's been a good week for Explore recipes and we have another three for you:
Hi everyone, we've just added a new recipe:
Breaking down tickets created by time period - breaks down how many tickets are being created in certain time periods. In this example, you'll be able to report on tickets created over three periods - 9am-5pm, 5pm-1am, 1am-9am.
We hope you are finding these recipes helpful!
Good morning, another Explore recipe for you today!
Average replies per ticket for each agent per day - Create a query that counts the average number of replies and agent makes for each ticket on a daily basis.
Hi everyone. We've another recipe for you today. We hope you are finding these helpful!
Satisfaction trending year-over-year - This query enables you to track satisfaction score year-over-year, by creating multiple date range calculated metrics.
Hi everyone. We've just added a new recipe to help out those of you who want to use stacked charts.
Explore recipe: Working with stacked charts
Hi all. We've added a new recipe to help you track abandoned Talk calls over time.
Calculate the percentage of inbound abandoned calls within a time frame
Hi all, we've just added a great new recipe. This one is a little different as it takes you through the entire process of creating queries, adding them to a dashboard, then creating dashboard filters and bookmarks. It's a great way to get used to this process.
Taking dashboard filters and bookmarks to the next level
Backlog Tickets By Month : the link is broken https://explore.zendesk.com/hc/en-us/articles/360034489753-Explore-recipe-Backlog-tickets-by-month
Hi Francesco Mantovani
Thanks for spotting that broken link. I've now fixed it. Appreciate the help!
Hi all, we've just added a new Explore recipe that helps you to get to grips with run rate calculations.
Creating run rate calculations
Hi all, we've just published a new Explore recipe:
Tickets unsolved for more than three days
Hi everyone. In response to a bunch of requests, we've started to add videos to some of the most popular recipes. To kick things off, you'll find a link to a video in these four:
We'll be adding more over time. Please let us know what you think!
Hi everyone, we've just added a new recipe. While Explore reports first reply time as the duration from when a ticket is created to its first public agent reply, you might sometimes want to report the actual date and time that reply took place. This recipe will help you do that.
Hi all, we've just published a new recipe that helps when you are using ticket brackets and you want to combine zero values with another bucket.
Combining zero agent replies into the one reply bracket
Hi all, happy Friday. Here's another new recipe for anyone looking to learn more out of dashboard filters.
Getting to know dashboard filters
Hi everyone, we've just added two new recipes for Chat and Talk:
I hope you find these helpful and wish you all a very happy 2020!
Hi all, we have two great new recipes for you today:
We hope you find these useful!
Does anyone know of a recipe for identifying tickets that contain a user reply after the ticket was submitted as solved? Thanks!
Hey Ayal Kellman, you could use the Ticket Updates dataset to do this. You basically want to build a filter of updates where "Changes - Field Name" is "status", "Changes - Previous Value" is "solved" and "Changes New Value" is NOT "closed". I also filtered further by Ticket solved - date.
Mine looked something like this - you could add ticket ID if you needed to follow up on individual tickets.
Thanks, Hillary! That was incredibly helpful
Hello,
The recipe for "Ticket creation events" is not working. This is the link: https://explore.zendesk.com/hc/en-us/articles/360034938133-Explore-recipe-Ticket-creation-events
Hi Nelli, thanks for pointing this out. It's now fixed. Please let me know if there are any more problems!
Hi everyone, we've just added a new recipe that gives you your average ticket resolution time not including any time the ticket spent in an on-hold or pending state. We hope it's helpful!
Average ticket resolution time without pending or on-hold time
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