Reporting on user and organization data with Explore

Available on Suite Professional plans and above Available on Explore Professional plans and above

While Explore is great for reporting on your tickets, help center page views, calls, and chats, you can also use it to report about users and organizations associated with your account. The Support: Tickets dataset contains a lot of metrics and attributes you can use to report on users, organizations, and much more. See Metrics and attributes for Zendesk Support to learn more about what you can report on.

Note: Users and organizations do not have to have a support ticket associated with them in order to be counted in these reports.

In this article, you can get started by creating the following two simple, but useful reports:

Displaying the number of users in each organization associated with your Zendesk account
Displaying users associated with your Zendesk account
Next steps

Displaying the number of users in each organization associated with your Zendesk account

A ticket organization is a group you create into which you place users, for example VIP customers, or Beta testing. In this example, you'll create a report that shows all of your organizations and how many users are assigned to each.

Note: When reporting on custom organization fields, Explore always references the first or default organization of the ticket requester (the Requester organization name), not the Ticket organization name field. If a user has been added to multiple organizations, or if Ticket organization name is different than Requester organization name, then the custom organization fields in reports might not correctly reflect the ticket organization being reported on. For example, if a requester is assigned to Organization A (Default) and Organization B, but the ticket organization is set to Organization B, Explore reports reporting on custom ticket organization will return Organization A (Default).

To display organizations associated with your account

In Explore, click the reports ( ) icon.
In the Reports library, click New report.
On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
Next, add your metrics, the things you want to measure; in this case, the number of organizations associated with your account. In the Metrics panel, click Add.
From the list of metrics, choose Users and organizations > Users, then click Apply. Explore displays the number of users in your account.
Now, you'll slice this data to show the name of each organization. In the Rows panel, click Add.
From the list of attributes, choose Ticket organization > Requester organization name, then click Apply. Explore displays a list of all of your organizations and the number of users in each. If there is a blank line at the top of your table, this indicates users who are not assigned to an organization. If you want to remove this line, click the Requester organization name attribute and exclude any NULL values.

For more information about ticket organizations, see Organizing tickets and users.

More ideas

While you've started with a simple example, try adding more attributes to make the report more useful. For example:

Add the attribute Requester organization domains to see the domains associated with each organization.
Add the attribute Requester organization status to see which organizations are currently active.

Displaying users associated with your Zendesk account

This is a great report that shows all users and agents associated with your Zendesk account and how many ticket requests they've made.

To display users associated with your Zendesk account and their ticket requests

In Explore, click the reports ( ) icon.
In the Reports library, click New report.
On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
Next, add your metrics, the things you want to measure; in this case, the number of organizations associated with your account. In the Metrics panel, click Add.
From the list of metrics, choose Users and organizations > Users, then click Apply. Explore displays the total number of users associated with your account.
Next, you'll add the users names and their Zendesk role to the report. In the Rows panel, click Add.
From the list of attributes, choose Requester/user > Requester name and Requester role, then click Apply. Explore displays a list of all users in your account together with their role.

There are many hundreds of metrics and attributes you can report on with Explore so feel free to experiment with these examples using Metrics and attributes for Zendesk Support for ideas.

Next steps

If you haven't already found them, our extensive collection of Explore recipes gives you some great, self-contained examples of using Explore to report on real-world scenarios. Here are links to a few examples that will help you report on user and organization information: