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How do I report on user data in Explore?

Elissa Tikalsky
  • Edited
Zendesk Digital Resources Team

Question

How can I report on user and organization data in Explore? Can I report on users or organizations that do not have tickets associated with them? 

Answer

Most of the user and organization data in Explore is contained in the Support: Tickets dataset. The dataset contains many useful metrics such as:

  • Users
  • Suspended users
  • Deleted users
  • Organizations

For a comprehensive list of available metrics, see the article: Metrics and attributes for Zendesk Explore. 

Tip: search the metrics and attributes article for "organization" or "user" by pressing Command+F or Control+F.

Not every metric requires that a ticket be associated with it but some are fundamentally tied to ticket data. For example, in order to find out when a user was created, you have to use the Ticket attribute, Time - requester created. 

For more information and useful recipes, check out the following articles: 

An alternative to reporting on user and organization information in Explore would be to export that information directly from Support and report on it in an external program. Learn how to export Support data in this article: Where is the data export option?

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5 Comments

  • Allan Kimutai

    Hello,

    While reporting on deleted users metric, is there a way you can include the day the same accounts were deleted as an attribute.

    Your support on this will be highly appreciated

    0
  • Mau
    • Edited
    Zendesk Customer Care
    Hi Allan,

    Natively, Zendesk doesn't have a metric that reports on the timestamp when a user is deleted. You may want to check the article Metrics and attributes for Zendesk Support for a comprehensive list of metrics and attributes.


    Thanks for understanding.

    Mau

    0
  • Allan Kimutai

    Hi Mau,

    Many thanks for your response. I was able to hack it by using;

    Time - Requester last updated The last time that the ticket requester user profile was updated.

    as the last requester user-profile update was 'Delete'.

    Allan

    0
  • Sydney Neubauer

    I am looking for a way to see the name of the User and selections they have on their profile. I only see Name options for "Assignee, requester, and submitter" which does not apply to user profile. Is there an option similar to "User name"?

    0
  • Viktor Osetrov
    Hello Sydney,

    We can recommend using API GET requests for checking the information about the "user name".
    GET /api/v2/users/{user_id} where {user_id} is the id of the user. 
    - https://developer.zendesk.com/api-reference/ticketing/users/users/#show-user 


    For example, using this API requests you can extract "alias" information and so on. 
    Have attached an example of how you can check it via the browser console: 

    Hopefully, it helps
    0

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