To help you get the most from Explore, we've put together a selection of recipes you can work through.
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.
These reports are in the following categories:
Zendesk Support
General
- Tickets by agent by channel
- Ticket creation heatmap
- One-touch tickets
- Finding how many users submit tickets each month
- Reporting on created and solved tickets
- Tickets by time of day created
- Solved tickets this year compared to last year
- Reporting on macros using tags
- Reporting on tickets without a public reply
- Busiest times of day for each channel
- Percentage of tickets created by channel
- Reporting on customer satisfaction by agent
- Top problem tickets by unsolved incidents
- Ticket assigns per day
- Bad ratings with comments
- Agent interactions on tickets
Time tracking and efficiency
- Time Tracking app: metrics you need to be measuring
- Calculating estimated cost of service
- Reviewing SLA performance
- First reply time heatmap
- Displaying tickets answered within different time brackets
- Reporting on first reply time
- Due date performance report
Time and date calculations
- Creating weekly date buckets
- Reporting on full resolution time
- Using renamed and ordered sets to change displayed values
- Filtering queries by business hours
Customer satisfaction
- Reporting on CSAT and one-touch tickets
- Finding tickets with no replies
- Determine ticket assignee when satisfaction rating is given
16 Comments
Hi everyone, we've added a new recipe today for reporting with Chat - Percentage of chats answered within 30 seconds
Hi everyone. We've just added a new recipe for reporting on customer satisfaction by agent - Reporting on customer satisfaction by agent
Hi everyone, we've released a new recipe to create an Explore query that shows the top problem tickets by number of unsolved incidents that are attached - Explore Recipe: Top problem tickets by unsolved incidents
We've added 3 more recipes today:
1. A report to show the number of unsolved tickets by group in a bar graph - Unsolved tickets by group
2. A report that that compares your number of one-touch tickets to your satisfaction survey results - Reporting on CSAT and one-touch tickets
3. A report that compare your performance to specific SLA targets - Reviewing SLA performance
Another new recipe just added. This one is to help you produce Explore reports based on the activity of the Knowledge Capture app - Analyzing Knowledge Capture activity
Hi everyone, we've just added another new recipe that will help determine which agent was assigned to a ticket when the requester filled out the satisfaction survey - Explore Recipe: Determine ticket assignee when satisfaction rating is given
Hi, we've just added a new recipe that reports on the average first reply time in minutes for tickets solved each day of the previous week - Explore Recipe: Reporting on first reply time
We've just added a new recipe in which you'll learn how to create an Explore query that will report on the number of tickets your agents are being assigned each day - Ticket assigns per day
Hi everyone. We've just added another new recipe to help you learn about the basics for reporting Answer Bot activity - Analyzing Answer Bot activity
Hi Rob
Thanks for these recipes! Is there a recipe for having %satisfaction score and %satisfaction rated in the same line graph to show these two over time?
Thanks!
Fiona
Hi Fiona, it looks like we don't have that recipe, but (and I haven't tested this in detail).
Using the Zendesk Tickets dataset, add the metrics %Satisfaction score and %Satisfaction rating.
In the Columns panel, add Ticket created - Date (or any other time-based attribute
Change the visualization type to line.
In my test, I also added %Satisfaction surveyed, which I thought added an interesting extra datapoint.
Thank you for sharing this, Rob! I wasn't far off when I was playing around, so this is great validation!
Fiona
Happy to help! There are a lot of metrics and attributes to absorb when you start using Explore. Sometimes, just (and pardon the pun) exploring is a great way to learn :-)
Hi @Rob
Thank you! There's a way to know how many time a ticket spent in a status?
i.e. How many time our tickets spent in hold or pending?
And in which tickets a trigger made changes?
Thank you in advance :)
Hi Segio, to see how long tickets spent in a particular status, you can use the Ticket updates dataset. Under the Duration - Field changes section, you'll see metrics that measure the time for each status.
To the best of my knowledge, you can't directly report about when a trigger made changes to a ticket. However, there is a workaround detailed in this recipe: Explore recipe: Reporting on macros using tags
I hope this helps!
Hi everyone, we've just added three new Explore recipes.
1. Bad ratings with comments - Show any bad satisfaction ratings submitted with a comment in the previous day and the ticket group the ticket was assigned to.
2. Agent interactions on tickets - Show the number of interactions your agents are having on tickets, both with end-users and with each other.
3. Due date performance report - Report on your agents' adherence to due dates on average at a group level.
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