Getting started with the Explore interface

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6 Comments

  • Huawei Etisal
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    my interface does not have any of those icons in the sidebar

     

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  • Rob Stack
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    Hi Huawei, this is most likely because you are using Explore Lite which only features the pre-built dashboards. The article is not too clear about that at the moment, so I'll get that updated soon.

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  • Ken Taylor
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    Where are the pre-built dashboards?  I'm only seeing one, called "ZenDesk Support", which is very basic.  Surely there are more?

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  • Rob Stack
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    Hi Ken, you'll see all of the pre-built dashboards in the Dashboards library.

    We have dashboards for Support, Talk, Chat, Guide Answer Bot, and the Guide Knowledge Capture app. You'll only see dashboards for the products you own.
    If you do own the products and don't see the dashboard, let me know and I'll open a ticket on your behalf.
    Finally, thanks for the feedback about the Support dashboard. We'd love to hear what you believe is missing from it and maybe we can address that in future updates. Thanks!

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  • Ken Taylor
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    Oh, I see, so there is one dashboard provided per product?  We only have Support, and sure enough, that's the one dashboard I have.

    What I was looking for specifically, was a way to see the number of responses to tickets (not tickets per se, but actual individual responses), grouped by agent and time periods.  In other words, a graph showing activity by agent, that accounts for the fact that some tickets take 10 rounds of back-and-forth before finally resolving them, and also that in our support system, it is very common for several different agents to weigh in on a single ticket, not just the "assignee."

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  • Rob Stack
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    That's right Ken, there's one dashboard per product though each does contain multiple pages known as tabs.

    You can get more information on the dashboards and the reports they contain at https://support.zendesk.com/hc/en-us/articles/360022179014

    There are a few reports that might give you what you need on the "Agent updates" tab of the Zendesk Support dashboard. If you needed anything more complex than that, you'd need to switch to Explore Professional where you can write your own reports.

    I hope that helps!

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