Creating reports

What's my plan?

A report is a request for information from your Zendesk data. For example, you might want to ask "How many open support tickets do I have?"

In Explore, users with the Admin or Editor role can create and store multiple reports in the Reports library. You can then arrange these reports on dashboards, which you can share with others.

This article contains the following sections:

• Creating a report
• Adding metrics to your report
• Adding attributes to your report
• Saving your report

Related articles

• Using metrics and attributes in reports
• Customizing reports
• Working with reports

Creating a report

In Explore, you can create a report from three different places: the Reports library, a dataset, and a dashboard.

Creating a report from the Reports library

You can create a new report directly from the Reports library. The Reports library includes all of your created and cloned reports. You must have added a dataset or duplicated a dashboard to add a report from the Reports library (see Working with datasets or Cloning Explore dashboards).

To create a report

1. Click the reports icon ().
2. Click the New report button.

   

3. Choose the dataset containing the information you want to use in your report.

   For help choosing a dataset, see Working with datasets.

   

4. Click Start report.

The report builder opens a new report using the dataset you chose.

Creating a report from a dataset

You can create new, blank reports from a dataset. To add reports from a dataset, you must connect to a Zendesk Support dataset (see Working with datasets or Cloning Explore dashboards).

To create a new report from a dataset

1. Click the Dataset library icon ().
2. Hover over the dataset you want to create a report from.
3. Click the Settings icon to the right of the dataset name.
4. Select New report from this... from the dropdown list.

   

   The report builder opens with a blank report using the dataset you chose.

Creating a report from a dashboard

While you're creating a dashboard, you can start a new report directly from the dashboard builder. For help creating dashboards, see Creating dashboards and Adding reports to dashboards.

To create a report from a dashboard

1. Make sure that the dashboard you have opened is in edit mode. In the dashboard customization menu of the dashboard builder, click Add.
2. From the dropdown list, select Add report.

   

3. On the Add report page, click New report.
4. Choose the dataset containing the information you want to use in your report.

   For help choosing a dataset, see Working with datasets.

   

5. Click Start report.

If you need help creating a report, follow the articles in the Building reports section.

Adding metrics to your report

Metrics are quantifiable values, such as the number of tickets, replies to tickets, and agent or customer wait times. You must add at least one metric to your report.

To add a metric

1. In the Metrics panel, click Add.
2. From the list, select the metric you want to add. You can expand or collapse the folders to show or hide specific metrics.

   

3. Click Apply. Your metric results automatically appear in your report.

Explore automatically uses the most suitable aggregator for the metric. However, you can change the aggregator by clicking the metric and selecting a new aggregator. See Changing metric aggregators.

You can also select whether the metric results are measured in different sizes or colors, on a separate axis, or as datatips. See Using metrics and attributes in reports.

Adding attributes to your report

Attributes slice your data by non-quantifiable values, such as ticket ID, ticket tags, and assignee names. They can also be used to select or exclude results from your chart. You can add one or multiple attributes to a report, or none at all.

Attributes can be added in the Columns, Rows, Explosions, and Filters panels. Where you add an attribute changes the way your report works:

• Columns renders your results in one chart. See Adding attributes to columns.

• Rows renders your results into individual charts or tables for each of your attribute values by using a row selector. See Adding attributes to rows.

• Explosions renders your results into multiple charts, each representing a different value for the added attributes. Charts are shown side-by-side in one report. See Adding attributes to explosions.

• Filters restricts which results are shown without the attribute appearing on your report. See Adding attributes as filters.

To add an attribute

1. In the Columns, Rows, Explosions, or Filters panel, click Add.
2. From the list, select the attribute you want to add. You can expand or collapse the folders to show or hide specific attributes.

   

3. Click Apply. Your attribute results automatically appear in your report.

Saving your report

When you finish building your report, make sure to save it. Reports don't save automatically. If you navigate away from your report without saving, all changes will be lost.

To save a report

1. In the report builder, make sure you've given your report a descriptive name. If you don't, Explore automatically names your report according to the metrics and attributes you've added.
2. Click Save in the top-right corner.

   

Note: You can also click the dropdown arrow next to Save and choose Save as new to save a new copy of the report. This is helpful if you want to make modifications to an existing report without overwriting the original.