Analyzing your Support activity with Explore

Zendesk Explore features a pre-built dashboard to help you monitor many details about your tickets, efficiency, and performance with Zendesk Support. The dashboard can help you identify your ticket backlog, customer satisfaction, agent activity, SLAs, and more.

You can edit and customize the Support dashboard by cloning it (see Duplicating pre-built dashboards).

Tip: If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Getting started creating queries.

The information on the dashboard updates on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Professional: Once every hour. The update time is randomized within the hour.

In the following topics, you'll learn how to access the Answer Bot dashboard and see the available reports:

• Opening the Support dashboard
• Understanding the Support dashboard reports

Opening the Support dashboard

Use the following procedure to access the Support dashboard.

To open the Support dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. In the list of dashboards, select the Zendesk Support dashboard.

The information in Explore queries and dashboards updates from the dataset on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Professional: Once every hour. The update time is randomized within the hour.

Understanding the Support dashboard reports

The Support dashboard contains the following tabs. Click a section to find out more information:

• Tickets tab
• Efficiency tab
• Assignee activity tab
• Agent updates tab
• Unsolved tickets tab
• Backlog tab
• Satisfaction tab
• SLAs tab

Tickets tab

The Tickets tab contains reports about tickets created in your Zendesk account. You can filter the reports by date, group, brand, channel, form, submitter role, and requester organization.

Tickets tab headline metrics

This tab displays the following headline metrics (KPIs):

• Created tickets: The number of tickets created in your Support account.
• Unsolved tickets: The number of unsolved tickets. These are tickets that do not have a Closed or Solved status.
• Solved tickets: The number of solved tickets. These are tickets that have a Solved or Closed status.
• One-touch tickets: The percentage of tickets that were solved with one agent reply.
• Reopened tickets: The percentage of reopened tickets that were previously marked as Solved.

Tickets tab reports

This tab displays the following reports:

• Tickets created by hour: The percentage of tickets created each hour (0-23).

  

• Average tickets created by day of week: The average number of tickets created for each day of the week.

  

• Tickets created by date: The total number of tickets created each day for the date range you choose. You can hover over a data point on the graph to see how many of the created tickets have been solved.

  

• Tickets by selected attribute (top 10): The percentage of tickets for each type of the attribute you select. For example, if you select Ticket channel, you'll see the percentage of tickets that were created by each channel during the date range you selected.

  

• Tickets created by date and channel (top 10): The number of tickets created each day for the date range you chose sliced by the channel from which the ticket was received.

  

• Tickets created by month/year: Displays the number of tickets created each month for the years you select. You can overlay data from the last five years to help you compare. The current month's data is not displayed until the end of the month.

  

Efficiency tab

The Efficiency tab contains reports that help you evaluate the efficiency of your agents. You can filter the reports by date, group, brand, channel, form, priority, and requester organization.

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):

• First reply time median: The median time from when the ticket was first created until an agent first replied.
• First resolution time median: The median time from the creation of a ticket until it's was first closed or solved.
• Full resolution time median: The median time from the creation of a ticket until it's was fully closed or solved.
• Group stations average: The average number of groups a ticket was assigned to.
• Assignee stations average: The average number of agents a ticket was assigned to.

Efficiency tab reports

This tab displays the following reports:

• Tickets by first reply time brackets: A bracketed list showing the percentage of tickets first reply times that fall into various brackets. For example, in the screenshot below, 12% of tickets were replied to in more than 24 hours.

  

• Tickets by full resolution time brackets: A bracketed list showing the percentage of tickets full resolution times that fall into various brackets. For example, in the screenshot below, 10% of tickets were fully resolved in 5-24 hours.

  

• First reply and assignment time median over time: A comparison between the median first reply time and the median first assignment time over the date range you selected.

  

• Full resolution and requester wait time median over time: A comparison between the amount of time it took to solve a ticket, and the median time a ticket spend in the New, Open, or On-hold status.

  

• Tickets by agent replies brackets: The bracketed percentage of agent replies for tickets. In the example below, 12% of tickets had 2 agent replies.

  

• Tickets by group stations brackets: The bracketed number of groups that were assigned to tickets. In the example below, 56% of tickets were assigned to two or three groups.

  

• Agent replies average and resolutions over time: The average number of agent replies and the total number of tickets solved on a daily basis. You can hover over a data point to see the exact results for a day.

  

• Assignee and group stations average over time: Displays both the average number of agent tickets were assigned to and the average number of groups associated with a ticket.

  

Assignee activity tab

The Assignee Activity tab helps you to see the results when you assign tickets to agents and others. You can filter the reports by date, group, assignee, brand, channel, form, and requester organization.

Assignee activity tab headline metrics

This tab displays the following headline metrics (KPIs):

• Solved tickets: The number of solved and closed tickets that were resolved during the selected date range.
• Requester wait time median: The median time that tickets spent in the new, open, or on-hold statuses.
• Assignment to resolution: The median time from the last agent assignment until the ticket was resolved.
• One-touch tickets: The percentage of tickets that were resolved with only one agent reply.
• Two-touch tickets: The percentage of tickets that were resolved after two agent replies.

Assignee activity tab reports

This tab displays the following reports:

• Good vs bad satisfaction tickets: A pie chart showing the percentage of rated tickets that received a satisfaction rating of good or bad.

  

• Tickets by requester wait time brackets: A bracketed list showing the requester wait time for tickets. In this example, 12% of tickets took between 1 and 3 days before the requester received a response.

  

• Satisfaction score and requester wait time median by date: A comparison of the customer satisfaction rating against the amount of time they had to wait for a response from an agent.

  

• Assignee activity: A detailed list of your agents and their activities including the number of tickets they solved, their average reply time, and more.

  

Agent updates tab

The Agent Updates tab shows comments and updates made to tickets by your agents. You can filter the reports by date, agent, brand, channel, form, group, and requester organization.

Agent updates tab headline metrics

This tab displays the following headline metrics (KPIs):

• Public comments: The total number of tickets where public comments from an agent are included.
• Internal comments: The total number of tickets where internal comments from an agent are included.
• Tickets commented: The number of tickets with an agent comment, whether public or internal.
• Tickets solved: The number of tickets that were marked as solved by an agent.
• Tickets created: The number of tickets that were created by an agent.

Agent updates tab reports

This tab displays the following reports:

• Agent comment averages by date: A comparison of the total number of comments on tickets and the number of those comments that were public or internal.

  

• Tickets commented, created and solved by date: A comparison of the number of tickets created, solved, and commented on over the selected date range.

  

• Agent updates: For each agent, displays detailed information about updates they made to tickets including comments, solves, creation, and more.

  

Unsolved tickets tab

The Unsolved Tickets tab helps you take a detailed look at tickets in your account that are still open and require attention. You can filter the reports by group, assignee, brand, channel, priority, and requester organization.

Unsolved tickets tab headline metrics

This tab displays the following headline metrics (KPIs):

• Unsolved tickets: Tickets that are not in a Solved or Closed status.
• New and open tickets: Tickets that are in a New or Open status.
• Unreplied unsolved tickets: Unsolved tickets with no agent replies.
• Time since update median: The median time since unsolved tickets were updated.
• Ticket age median: The median time since unsolved tickets were created.

Unsolved tickets tab reports

This tab displays the following reports:

• Unsolved tickets by status: A pie chart showing the percentage of tickets that are in a New, Open, Pending, or On-hold status.

  

• New and open tickets by assignment status: A pie chart showing the percentage of tickets in the Open or New state that are assigned, or unassigned.

  

• Unsolved tickets by selected attribute (top 10): A stacked chart displaying the percentage of tickets in the new, open, pending and on-hold statuses for the attribute you choose. You can choose from ticket brand, channel, form, group, priority, or type.

  

• Unsolved tickets by creation month: A stacked chart showing all unsolved tickets over the date range you selected. The stacks indicate whether the ticket is New, Open, Pending, or On-Hold.

  

• Unsolved tickets: A detailed list of unsolved tickets sorted by agent name.

  

Backlog tab

The Backlog tab helps you look at open ticket activity over a date range you select. You can filter the reports by group, assignee, brand, channel, priority, and type.

This tab contains no headline metrics.

Backlog tab reports

This tab displays the following reports:

• Daily historical backlog by status (30 days): A list of your open ticket backlog over the last 30 days to help you identify trends.

  

• Weekly historical backlog by status (12 weeks): A list of your open ticket backlog over the last 12 weeks to help you identify trends.

  

• Weekly historical backlog by selected attribute (top 10/12 weeks): The number of unsolved tickets at the end of each week for the last 12 weeks. Choose a tab to display results by ticket brand, group, channel, priority, or type.

  

Satisfaction tab

The Satisfaction tab helps you take a closer look at customer satisfactions (CSAT) scores for your tickets. You can filter the reports by date, group, brand, channel, form, priority, and type.

Satisfaction tab headline metrics

This tab displays the following headline metrics (KPIs):

• Satisfaction score: The percentage of tickets rated as good from the total number of rated tickets.
• Good satisfaction tickets: The number of tickets rated as good.
• Bad satisfaction tickets: The number of tickets rated as bad.
• Bad to good ratings: The number of tickets with a rating that changed from bad to good.
• Satisfaction rated ratio: The percentage of tickets that received either good or bad from the total number of surveyed tickets.

Satisfaction tab reports

This tab displays the following reports:

• Good vs bad satisfaction tickets: A pie chart showing the percentage of good and bad satisfaction rated tickets both with and without comments.

  

• Rated tickets funnel: A funnel chart showing the percentage of surveyed and rated tickets against all tickets.

  

• Satisfaction score and rated tickets by date: The number of rated tickets against the percentage satisfaction score they received over the selected date range.

  

• Satisfaction score by selected attribute (top 10 by volume): The average satisfaction percentage for the attribute you select. For example, if you select Ticket Channel, you'll see the average satisfaction score for each of the ticket channels like Chat, Email, etc. You can select from Ticket brand, channel, form, group, priority, and type.

  

• Satisfaction score and rated tickets by month (12 months): The number of rated tickets, and the average satisfaction score over a 12 month period.

  

• Satisfaction rated ratio and surveyed tickets by month (12 Months): The percentage of all tickets that were rated against the number of tickets that were surveyed.

  

SLAs tab

The SLAs tab helps you measure your results against SLAs you configured. You can filter the reports by date, SLA policy, SLA metric, group, brand, form, priority, and requester organization.

SLAs tab headline metrics

This tab displays the following headline metrics (KPIs):

• SLA achievement rate: The percentage of tickets that met the SLA from the total number of SLA tickets.
• SLA breached tickets: The number of tickets that have at least one SLA target breach.
• SLA achieved tickets: The number of tickets that did not have an SLA target breach.
• SLA active tickets: The number of tickets with an active SLA policy.
• SLA active breached tickets: The number of active tickets with at least one SLA target breach.

SLAs tab reports

This tab displays the following reports:

• Achieved vs breached completed SLA policies by date: Shows the number of tickets that breached or achieved your SLA targets over the date range you chose.

  

• Achieved and breached completed SLA policies by selected attribute (top 10 breached): A stacked bar chart showing the percentage of tickets that achieved, or breached an SLA policy for the attribute you select. You can select from ticket brand, channel, form, or group. Additionally, you can select the SLA policy name.

  

• SLA target breaches by hour: A chart showing the average percentage of breaches that happened each hour over a 24 hour period.

  

• SLA target breaches by day of week: A bar chart showing the average percentage of SLA breaches that happened each day of the week.

  

• Achieved and breached SLA targets by metric: The percentage of time that each SLA target was achieved or breached.

  

• SLA target achievement rate by month (12 months): The percentage of instances per month where SLA targets where achieved.