In Explore, data is calculated in reports. This article introduces you to reports, including what they are, how they’re structured, and how you interact with them in Explore. It also gives you some resources where you can find more detailed information about working with reports.
This article contains the following topics:
What are reports?
Reports are questions you ask about the information stored in your Zendesk account. For example, you could ask, "What percentage of this month's tickets have a priority of urgent?" Or, "Which agents have solved the most tickets this month?"
You create reports in the report builder. To learn more about navigating the report builder, see Getting started with the Explore interface.
Reports are stored in the Reports library. You can open the Reports library anytime by clicking the () icon on the left sidebar.
How reports interact with datasets
Before you create a report, you need to define the data source that contains the business information you want to report on. In Explore, these data sources are referred to as datasets. These datasets connect you to information about other Zendesk products, like Support.
Whenever you create a report, you’ll be prompted to choose the dataset you want. Typically, you’ll use the out-of-the-box datasets for the product you want to report on. More advanced users might create new datasets for testing and customization purposes.For more information on datasets, see Understanding Explore datasets.
How reports are structured
A typical report contains the following pieces:
Metrics: Quantifiable data that represents the things you want to measure. A report must always contain at least one metric. Examples: Number of tickets, number of updates, number of comments, and more
Attributes: Qualitative data that “slices” your metric into groups defined by the values of the attribute. Examples: Dates, user groups, tags, and more
For example, the attribute Assignee name lists your different Zendesk Support assignee names as the values. If your report includes the Tickets metric and the Assignee name attribute, Explore displays the number of tickets for each assignee.
In the report builder, metrics are added in the Metrics panel. Attributes can be added to the Columns, Rows, Explosions, and Filters panels.For more information on adding metrics and attributes, see Adding metrics and attributes to reports.
Prebuilt Explore reports
Explore provides some out-of-the-box reports that help you start reporting on your Zendesk product data faster. When you first open Explore, you’ll find the following types of prebuilt reports in the default datasets.
Sample reports showcase the data available in the default datasets and act as the foundation for your first custom reports. You can edit these reports to suit your needs or clone them.You can identify these reports by the [sample] label in their titles.
Default dashboard reports
Default dashboard reports are created by the system when one of the prebuilt dashboards is cloned. To customize a cloned dashboard, you can edit these reports or delete any that aren’t needed.You can identify these reports by the [default] label in their titles.
Now that you know the basics about reports, dig deeper with the articles in the following sections:
I can see the number of queries we created, however only part of them listed.
All queries 117, but only 29 listed ?!
Hi Fabiana -
Just to make sure, when you're on the Queries Library page, you've clicked "All queries" so that's highlighted, you don't have any search criteria entered that would limit the results, and also you've scrolled down all the way to the bottom (it should auto-load more queries to the list as you scroll down)?
If all of that is true, I wonder if there might be a browser issue. I'd suggest contacting our support team via chat (Option 1 here), so they can help troubleshoot your issue:: https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support
When building a query I dont see a way input a 'date range' for the data. How can i have the query only show only the data from (for example) January 1-31 or the last quarter? thank you
Welcome to the community! To limit the date range of the data in your query, you'll want to apply a Filter based on a metric (e.g. the date tickets were created, the date they were solved, etc.). See "Example: Filtering by metrics" here: Working with query filters
Hello Dave - based upon your responses you seem to be very knowledgeable when it comes to Explorer. I just took a job at a company that uses Zendesk and coming from a SalesForce shop I am struggling with the concept of Explorer and having to add the queries to dashboards. I figured out how to do it but it seems odd they they don't have a way to run the query in a plain report mode. Are there any add-ons that you could recommend. I am 6x certified in SalesForce so I consider myself very technical. From reading older posts it looks like Zendesk used a product called Insights before, which had plain reporting. I just want to be able to filter and sort on column headers and in the queries it only works on some columns but not all. Any help would be greatly appreciated
Hello, I've been trying to replicate the "export" functionality using Explore. Very simply, I just need to export to csv or excel a list report that has 2 columns - Ticket ID and the last time the Ticket Updated - Date was updated. I would like to filter or create metric for specific Ticket Updated Dates, but not necessary, I can always filter out in excel afterwards. I don't need a chart or anything visual, just a simple excel with those two columns.
I created a customized report but the export seems to repeat entries for every time the ticket was updated, not just the last time. Additionally, both fields are combined into one column and is also limited to just 2023 dates, even though I didn't specify anywhere (see screen shot below).
I used to be able to do this using Export function but that was removed and limited to Admins only, which I am not. Thank you!
Can you try this approach by moving / dragging the attribute "Ticket updated - Date" from columns to rows and removing the Ticket created - Date attribute In the Filters panel. Also please make sure the Visualization type menu () in the right sidebar is set to Table.
For reference, please see screenshot below:
And when you export the report via CSV or Excel, the table will display like this:
I hope this helps. Thank you!
Thank you so much for your help. I'm getting closer. I followed your steps but when I remove the filter the data is too large and I get the "Narrow down your report" box. If I add a filter back and specify "Ticket Updated - Date" to only 2023 for example, the report runs and I can export but the columns are still combined as previously.
Can you please send a screenshot of your whole query report for our reference and what type of export file did you select? We tried this on our end and exported the query report via CSV or Excel, but the data is not combined.
For reference, please see sample screenshots below:
Can you please try creating a new query from scratch and exporting the query report? Thank you!
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