Explore dataset updates - January 2020

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  • Andy R

    This is great but when can we expect a 1 to 1 replacement of metrics provided in Insights especially regarding Guide?

  • Philipp Kratzer

    Sounds great - I second Andy's previous comment and add another request to that.

    In Insights, there's the "event" filter regarding metrics. Is this something that also comes soon to explore?
    Otherwise comparing opened tickets to solved tickets in one graph does not show the accurate numbers. And of course this is applicable to many other things

  • Lance Le Roux

    It would be great if you could also fix the exporting bug...... I reported this in July 2019 and still cannot use Explore to export results. Rather sad....

  • Eugene Orman
    Zendesk Product Manager

    Andy R, there are only two Gude reporting areas that are available in Insights but are not covered in Explore:
    - Answer Bot channel - will be added in the following months
    - Team Publishing - we will start working on this dataset in Q2

    Philipp Kratzer, you can report on created and solved tickets in the Ticket updates dataset, here is the related article - Reporting on created and solved tickets

    Lance Le Roux, inability to export bigger queries is indeed frustrating. One of our Dev team is working on resolving this issue, but it is a complex project and takes some time. Our apologies for the inconvenience. We will let you know as soon as the update for the export feature is released.

  • Kalle Windefalk


    Can someone please clarify the "Resolution articles" definition.

    "Count of articles linked through the Knowledge Capture app that were marked as helpful by end users and resolved their request."

    Is that articles that end-users have clicked the article "yes/thumbs up" which then is solved by an agent


    when end-users have clicked the article "yes/thumbs up" which then is solved with rapid resolve?



  • Devan - Community Manager
    Zendesk Community Team

    Hello, Kalle Windefalk,

    So this would technically be the second definition "when end-users have clicked the article "yes/thumbs up," which then is solved with rapid resolve?" since this is not only when an end-user resolves their ticket and not an agent. 

    Best regards. 

  • Andrey Bobrovskiy

    Are there any plans to add % Article flagging rate to this list? We use % Article linking rate very often and it would be very helpful to have a similar metric for flagged articles.

  • Devan - Community Manager
    Zendesk Community Team

    Hello Andrey Bobrovskiy,

    Thanks for the questions! I would suggest though posting this product request in our product feedback forums where are devs usually look for user submissions to improve the product. I've linked the Explore feedback forums below for your convenience. 

    Explore Feedback forums

    Best regards. 


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