Understanding your reporting options

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  • Brett Bowser
    Zendesk Community Manager

    Hey Deana,

    It looks like you have a ticket open with our Customer Care team related to this issue. We will continue working with you in that ticket to get this issue resolved.


  • Samantha Chen

    Hi there,

    I'm trying to reconcile the data in the Knowledge Base vs. Explore. In the last 30 days, only 35 searches were entered into the web form, and 4 tickets created from that result. I checked the data in an Explore dashboard and in the last 30 days, I have 234 tickets created through the web form. Why is there such a difference in data? Also, how are the search strings determined? Most are just 1-2 words, but I couldn't find information anywhere on how Zendesk is parsing this data to be used. 


  • Rob Stack
    Zendesk Documentation Team

    Hi Samantha Chen thanks for the feedback. I'm going to move your question into a ticket so that someone can work directly with you to figure out what's going on. I'll monitor the tickets and make any necessary documentation updates. Thanks!

  • Sergio Seplovich

    I am trying to activate Explore (moving from Insights) and the article in the link below says "select Explore from the Zendesk Support product tray.". 

    Where is this "Support Product Tray"? I guess this assumes that everyone knows where that tray is located as the article offers no clue where to look for this. 

    Perhaps this is a dumb question but I have looked all over and I cannot find this option to activate "Explore" in my Professional subscription.

    Can someone tell me where I find Explore so I can activate it?




  • Dave Dyson
    Zendesk Community Manager

    Hi Sergio,

    Not a dumb question at all, and sorry about the confusion! To get to the product tray, click the little icon of 4 squares in the top right of the Zendesk Support interface (it should be to the left of your user profile thumbnail picture or placeholder thumbnail). The pop-up menu that appears with a list of Zendesk products is what we call the "product tray". For more information, see Switching among Zendesk products

    I'll see if can do a better job defining it in our documentation, so that it's easier to find. Thanks for the heads-up!


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