Question
Is it possible to reset the reporting data in my account?
Answer
No, you can not delete or reset the data in Explore directly. Explore does not house the data it displays. Explore simply pulls data from the source products such as the ticketing system or live chat system and shows it to you in a useful visualization.
If you want certain data or information to be deleted, delete it at the source. For example, if you want to delete ticket data for a certain user, delete those tickets in the Support ticketing system, not Explore.
Alternatively, apply a filter in your report to hide unwanted information. For more information, see the article: Working with report filters.
To learn more about Explore's data structure, see the article: Understanding dataset structure.
6 Comments
If we delete tickets, are the SLA and CSAT also deleted?
Hi @... ,
Yes if a ticket is deleted from your account, the SLA and the CSAT rating associated with that ticket will also be deleted and this will be reflected in your Explore reports once Explore syncs on the next account sync depending on your plan. If you would like to know when your Explore account syncs check out our article How frequently does my Zendesk data sync to Explore?
When I delete tickets, all data is removed from Explore but not the "Agents update"-tab and "backlog"-data. How can we remove this as well?
I'm afraid it is not possible to customize the prebuilt dashboard, and to remove the data on deleted tickets from Updates history and Backlog reports in this dashboard.
There may be some workaround to filter out deleted tickets when working with custom reports using the Updates history dataset (this will still depend on what metrics you're using and how your report is configured); for the Backlog dataset, there isn't any filter available to remove data on deleted tickets even in custom reports.
We have a ticket form that was intentionally deleted, but it still remains in the Ticket Form attribute list. How do we permanently remove it from this list?
Hi Dan,
At this time, you can not delete or reset the data in Explore directly. Explore does not house the data it displays. Explore simply pulls data from the source products such as the ticketing system or live chat system and shows it to you in a useful visualization.
To learn more about Explore's data structure, see the article: Understanding dataset structure
If you want certain data or information to be deleted, delete it at the source. For example, if you want to delete ticket form data, you would need to delete those tickets associated with the ticket form in the Support ticketing system.
Alternatively, you can apply a filter in your report to hide unwanted information. For more information, see the article: Working with report filters
I hope this helps. Thank you!
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