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 tickets without a public reply
- Busiest times of day for each channel
- Percentage of tickets created by channel
- Top problem tickets by unsolved incidents
- Ticket assigns per day
- Agent interactions on tickets
- Measuring the number of incidents by problem
- Tracking ticket assigns across groups
- Daily ticket activity in the last 30 days
- Tickets created by agents or end-users
- Total number of assignments
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
- Week over week SLA percentage change
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
- Using a Sunday to Saturday week attribute
- Forecasting ticket volumes by year
- First assignment to first resolution time
- Days since an organization last submitted a ticket
Customer satisfaction
- Reporting on CSAT and one-touch tickets
- Finding tickets with no replies
- Determine ticket assignee when satisfaction rating is given
- Reporting on customer satisfaction by agent
- Bad ratings with comments
30 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.
Hi everyone, we've just added a bumper crop of new Explore recipes. We hope you find these helpful!
Hi there
I'm manually inputting NPS scores that each user has assigned us into Zendesk (our NPS survey is sent through a different system). I'm using a numeric custom user field to show this number. I think there must be a way to calculate NPS score in Explore but I'm having trouble figuring it out. Has anyone managed this?
Thanks!
Fiona
Hey Fiona!
To clarify, are you using a custom ticket field to track your NPS results? If so, you should be able to utilize those custom ticket fields in your reporting. If you are using an external system, I don't believe you would be able to sync that information to the native Zendesk NPS information.
I want to create a report (using Explore) that includes BOTH all tickets created Last Month (this report is done) and tickets that were opened prior to Last Month but were unresolved on the first day of last month.
For example: All tickets created in June and tickets that were created in May but were still unresolved by June 1. On the same report.
How can I most efficiently add those "still open as of month start" tickets to my existing report that covers all tickets created last month?
Thank you! These Explore recipes are very helpful.
Hi all, we've just added a new recipe to help you use forecasting in Explore. The recipe is for ticket volumes, but can be repurposed to work with many different date-based reports - Forecasting ticket volumes by year
Hi @Molly VS
Yes, it's a custom field where I am manually entering the number.
NPS is not calculated as a straight average though, which is what makes it tricky. Copied from Hubspot.com "Organize your responses into Detractors (0-6), Passives (7-8), and Promoters (9-10). Subtract the total percentage of Detractors from the percentage of Promoters to determine your overall Net Promoter Score."
So each number would need to be grouped into one of the three groups. Is there an IF statement that would do this? My number/calculation wizardry isn't at this level unfortunately.
Good morning! I'm trying to create a report of ALL tickets done last month - including tickets that were opened the month before but were still unresolved as of the first day of last month. For example, all tickets created in June, plus tickets created in May that were still open as of June 1. I'm new to Zendesk Explore and so I'm stumped!
Hi Karen, can I suggest you post your question in our troubleshooting and Q and A forum at https://support.zendesk.com/hc/en-us/community/topics/360001200893-Questions-Answers . Hopefully, somebody there can help you with your question. Thanks!
Hi, we've added a new recipe - Reporting on nested drop-down fields
This recipe demonstrates how you can use Explore, to analyze the data returned by each level of your custom drop-down lists.
Hi, another new recipe - Tickets created by agents or end-users
Use this recipe to create a query that shows the number of tickets being created by agents and end-users.
Hi, I would like to see a metric that shows the chatzendesk status duration for an agent, which calcuates how many minutes/hours the agent "online" or "away" during a certain period. Does it exist?
Thank you
Hi Felipe,
At the present time, agent online and away time is not available in the chat data set in Explore. You can see some of this information in Chat Analytics however if you are on the Chat Professional plan or above.
If you'd like to see this data in Explore, I encourage you to post the suggestion in our Explore Product Feedback Forum for the visibility of our product managers. Thanks!
Happy Monday everyone! We've just added a new recipe that reports the number of times your agents were assigned to a ticket, even if they are no longer the assignee on the ticket - Total number of assignments
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