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. Read Metrics and attributes for Zendesk Support to learn more about what you can report on.
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
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:
21 Comments
Is there a way to add the Agent role to the report?
Not Agent/Admin/end-user, but rather the internally-defined agent roles?
How do we add the Agent Role. I have pulled the Requester Role onto the report but it only shows Agent or Admin - I would expect to see the Roles as they have been defined in our environment.
Hi John, Hi Candyce,
I'm afraid the default Role attributes are only able to identify if the user is an agent, admin or an end-user. Explore currently does not have the ability to pull the specific extended or custom role of agents. A workaround is to create a custom user field and fill it out with values that match the specific assigned role of users. The data from this field should then be imported to Explore under the Requester/user custom fields folder, and you'll be able to use this attribute in your reports.
It would be really great to be able to report on the number of Organisations based on a time period.
For example, I would like to compare new ticket growth with the growth in the number of customers we have in my last 12-month report by month.
It would also be great to be able to report each month on how many new tickets we get per customer we had during that month, ie new tickets / total orgs.
One problem is that although Zendesk has Organisation status, you can only add, edit or delete Orgs and not deactivate them. We wouldn't want to hard-delete an Org, we move it to a special Group - but this makes reporting hard to identify inactive orgs. If necessary we can add customer fields to Orgs for Date Started and Ended Support, but would rather ensure we can use this is in reporting before updating all Orgs.
Thanks for contacting Zendesk Support! My name is Thibaut and I'd be happy to assist you with this!
First of all, I would like to sincerely apologise for the delay in getting back to you. We have been experiencing a high ticket volume the past few weeks, but we are doing our best to reach back out to our customers as soon as we can. Please, accept my apologies and thank you in advance for understanding!
Closed tickets are locked, they cannot be reopened or updated in any way, unfortunately we won't be able to update your old tickets to cleanup your reports.
I understand this is not the answer you were hoping for, but this is something we will not be able to change in your account.
Thank you for your understanding,
Kind regards,
Is it possible to also see users who have an organization as their second or third organization and not just their primary organization? We have many users with more than one organization.
Is there any reason we cannot report off the Group the group the users belong to? Currently when you report on a user's group its the group it looks at ticket history and the group the the user belonged to at the time of the ticket. We have gone to a tiered support system so when I report on the user and group it will show multiple groups (since its looking at the ticket group not the current user group). One for each group they belonged to in the past and current. I just simply want to see what their current assigned group is as noted on the user profile.
Unfortunately, as you can see presented in the article, that is expected behavior and there is no workaround at the moment. If the ticket belongs to multiple organizations, when reporting on the custom organization fields, Explore will only refer to the Default organization. I understand this may be an issue for your report, but this should only affect the custom organization fields.
Thanks!
In Explore we can not report on users themselves. For example, we have the Tickets dataset. So in this dataset, we can only report on tickets. We don't have a "user dataset", so we can not achieve what you have suggested. With the ticket dataset, as you have mentioned, you will see the data attached to the ticket metrics.
Thanks!
Hi Gabriel,
Thanks for the reply. If the above statement is true why can we report off whether a user is an agent or end user? We also can report on suspended and deleted users
As what Gabriel has mentioned, we don't have the dataset for users. The reason why you can extract the information about the ticket if it was submitted/updated by an agent or end user is because these data is also part of the Ticket Dataset. If you want to have a complete list of your current users, you can try the USER XML export option.
Hello,
Is there a way to add the value of two rows only together?
In my example I am looking to add two organisational values together, leaving the rest intact.
SUM(where Requester Organisational Name == NULL AND Requester Organisational Name == Legal)
Hi Chris,
I would like to further understand your concern regarding the report where you're trying to add the values of two rows together.
I'm going to create a ticket on your behalf and let's continue from there. Kindly look out for an email notification. For now, stay safe! :)
I cannot find the attributes for the Requestor Organization fields: Group, Users, Details, and Notes. They would be very helpful in my verification reports. I have no trouble finding the fields: Tags and Domains.
Explore's reporting for Support is primarily focused on tickets. While there are some Organization fields available to report on in Explore, the mapped Group, Users, Details, and Notes field are not one of them. The way I've had this explained to me is that this is more of an account setting than something that would be considered data relevant to your tickets.
I'll include a link to our guide for our Support datasets below, this goes over all of the Support metrics and attributes that are at your disposal.
Metrics and attributes for Zendesk Support
A potential workaround for this would be to create a custom organization field that you can then report on in Explore. You could create a custom organization dropdown field and add your groups and users access as the values for this field. And for the details and notes, you can add a text and multi-line field. I hope this helps!
Gabriel, Thanks for the info and workaround.
Hi,
I'd like to be able to see what articles an organisation is viewing in guide. A lot of our content is behind a 'pay-wall'.
When we talk to our end users we like to be able to show that they are using our services and therefore getting value.
We're trying to move everything from a proprietary system to guide but can't see how to replicate this function.
As it turns out, organization is not an attribute for the Knowledge Base dataset. Hence, your use case it not currently possible.
Hi Dane,
Can this please be added to the wishlist/roadmap?
We can track individual user activity through interactions in zendesk support but not in explore, so hopefully the technology is possible to port across.
With this ability, we can have meaningful conversations with customers about thier activity and what they thought of articles plus whether or not our self service option is right for them.
Hi,
How is it not possible to see what users are searching and clicking in Help Center and then report on the user and organisation?. We can see them in Interactions........
There must be a way to report on it - what am I missing?
Are there any plans to add a native Organisation / User dataset to Zendesk Explore?
I am curious, because it would be useful to build custom metrics / attributes based on update times for Ticket fields. This data is quite difficult to surface otherwise - I believe it is available in Audits, but this is not exactly useful for reporting.
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