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.
Related articles
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
- Click the reports icon (
).
- Click the New report button.
- Choose the dataset containing the information you want to use in your report.
For help choosing a dataset, see Working with datasets.
- 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).
- Click the Dataset library icon (
).
- Hover over the dataset you want to create a report from.
- Click the Settings icon to the right of the dataset name.
- 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
- Make sure that the dashboard you have opened is in edit mode. In the dashboard customization menu of the dashboard builder, click Add.
- From the dropdown list, select Add report.
- On the Add report page, click New report.
- Choose the dataset containing the information you want to use in your report.
For help choosing a dataset, see Working with datasets.
- 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
- In the Metrics panel, click Add.
- From the list, select the metric you want to add. You can expand or collapse the
folders to show or hide specific metrics.
- 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.
-
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
- In the Columns, Rows, Explosions, or Filters panel, click Add.
- From the list, select the attribute you want to add. You can expand or collapse the
folders to show or hide specific attributes.
- 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
- 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.
- Click Save in the top-right corner.
18 comments
Laura Mirto
Is there a way to create a query with how long the article views were?
0
Rob Stack
Hi Laura Mirto, that's not currently possible with Explore, but you might be able to use Google Analytics to get a reasonable approximation of this.
It's also a great suggestion to add to our product feedback section (see link in the post above).
Thanks!
0
Ad Astra Support
Is there a way to build a query of the number of end-users at a specific date? I can see a count of users under People, but I can not choose a date. Example: I want to know how many end-users we had on May 1st. I pulled a report for user data to use the created date, however, the number of users currently is a few hundred off from the count under People, so now I do not trust the report.
Any ideas?
0
Cheeny Aban
Hi Melody,
Are you trying to create a query to show the number of end-users created on your account or the number of end-user tickets created for a specific date?
Unfortunately, there is no native way to capture the number of end-users created iin Explore. However, if you would like to capture the end-user created tickets, you can use the recipe: Explore recipe: Reporting on created and solved tickets and use the filter>ticket requester and requested date to see the list of end-users
All the best
0
Ad Astra Support
hi @..., I was looking for the total number of end-users, completely independent of the ticket data. As we are growing our self-service support, it is important for us to know the number of new end-user accounts each month.
0
Cheeny Aban
Hi Melody,
The possible workaround is to use the Filter: Requester Created - Date on your report, so you can view the list of created users on a specific date.
We understand your need for this functionality so I am marking this conversation as Product Feedback. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
1
Michael Ramirez
Hi ZenDesk Support Team,
Is it possible to export metadata of tickets from ZD and import this data into another API dashboard thats not ZD?
-Mike
0
Dave Dyson
Hi Michael –
Zendesk integrates with several third-party dashboard products, such as Geckoboard, ClicData, Cyfe, Slemma, and more -- here's a search in the Marketplace for "dashboard": Zendesk Apps Marketplace.
Is that what you're looking for?
0
Vu Nguyen
Could I ask a question?
I am using Zendesk Support Professional Trial version, then I can not create a new report by tag. I really need this report.
So I am confusing that I already used Zendesk support team, but this feature was not belong to, then I am discovery upgrade version but seem can not also.
0
Brett Bowser
If you're using Explore Lite, you won't be able to create custom reports. You need to be on Explore Professional to have access to this functionality. I'd recommend reaching out to our Customer Care team using these steps so they can get you access to trial Explore professional.
Contacting Zendesk Customer Support
Let me know if you have any other questions!
0
Catalina Pabon
Hi,
Is there a way to create a report that gives me the list of tickets according to criteria so I don't get just the number of tickets?
Many thanks
0
Chris Horridge
When I've gone through this very lengthy process of creating a report. How do I actually see the results?
And why does it show agents that are no longer listed as agents in the business?
0
Gab Guinto
If you add the attribute Ticket ID under Rows/Columns, then you should see a list of tickets included in the report. You can check out this reference to see all the available attributes under the Support datasets: Metrics and attributes for Zendesk Support.
1
Gab Guinto
Once you've saved the report, you can revisit it via the list in your Reports library, or you can add the report to an existing/new custom dashboard. A dashboard can contain multiple reports, so this will be convenient if your team needs to see an overview of different team stats and metrics.
About downgraded agents showing up in reports – are you referring to user attributes? By default, attributes that query user info like Assignee name will list all users regardless of role. You will need to filter the report further – either through user role attributes or by creating a custom attribute – if you need to display only users currently assigned with the agent/admin role. If your concern is about how downgrading agents affect historical data, then you can check out this post - How to report on agent updates in Explore (when Agents have been downgraded to End users)? to see some recommendations on how you can configure your reports.
0
Catalina Pabon
Thank you @...
0
Derek Seeto
How do you stop a graph showing when building a report
Frustration......
0
Dane
The query builder is designed to automatically use the most relevant visualization. If it doesn't suite your needs you can easily change it on "Visualization" section.
0
Shawna
Is there a way to build a query or report to show the updated CSAT survey information? Number of tickets scored 1,2,3,4,5?
0