Working with datasets

What's my plan?

In Explore, datasets give you access to your Zendesk product data. Each dataset contains metrics and attributes that you use to create reports.

Typically, you'll select one of the default datasets that contains data for the product you want to report on. However, you can also create copies of these datasets for testing (for example, if you want to test custom metrics or apply specific security permissions).

This article contains the following sections:

• Choosing a dataset
• Creating a copy of a dataset
• Managing datasets

Related articles:

• Understanding datasets
• Setting dataset permissions

Choosing a dataset

You can choose the dataset you want to use before you create reports, or while you create a report.

Tip: For an overview of all default datasets, see Understanding the available default datasets.

Choosing a dataset before you create a report

To get a jump start on creating reports, you can decide which dataset to use before creating a report by going to the Datasets library.

To choose a dataset from the Datasets library

1. In Explore, click the Datasets icon ().
2. On the Datasets library page, select the product dataset you want to use. The prebuilt, original dataset names display the status Default, and should be used whenever possible.

   If a dataset displays the status Out of date, it's a legacy dataset created before 2020 that is no longer being updated by Zendesk. Some of the metrics and attributes in that dataset might not function correctly. Unless you are maintaining reports that use this dataset, consider deleting it.

   

The page for the dataset you chose opens. From here, you can select an existing report or create a new report.

Choosing a dataset when you create a report

When creating a report, the first step is always selecting a dataset.

To choose a dataset while you create a report

1. In Explore, click the Reports icon ().
2. In the Reports library, click New report.
3. On the Select a dataset page, select the Zendesk product you want to create reports for.

   

4. Select a specific dataset within that Zendesk product. For example, Zendesk Support contains different datasets for tickets, updates, SLAs, and backlog history.

   When you select a dataset, the Dataset panel appears on the right. This panel allows you to select the Dataset version: either the default version of the dataset (most common) or a custom version. You can also see which metrics the dataset includes, which helps you determine that you're selecting the right dataset before you start creating your report.

   

5. Click Start report.

The report builder opens using the dataset you chose. You can now begin to create your report.

Creating a copy of a dataset

In some circumstances, you might want to create your own copy of one of the default datasets. For example, you might want to experiment with the data structure, or practice working with custom metrics and attributes without worrying about cluttering a shared default dataset.

Note: Remember, if you create your own dataset, formulas and reports from the original dataset will not be available. For most purposes, use one of the default datasets instead.

To create a copy of a default dataset

1. In Explore, click the Datasets icon ().
2. In the Datasets library, click New dataset.
3. On the Select a source page, choose the product you want to create reports for.
4. In the Display name field, enter a name for your new dataset.
5. Under Select a dataset, select the default dataset that you want to make a copy of.

   

6. Click Done.

The report builder opens using the dataset you just created. You can now begin to create your report.

Managing datasets

Explore offers further options for managing your datasets. The available options depend on the level of permission you have to the dataset. For example, you can't delete or edit the default datasets.

To access the dataset operations

1. In Explore, click the Datasets icon ().
2. In the Datasets library, hover the mouse over the dataset you want to manage and click the options menu ().

   

3. From the options menu, select one of the following:
   • New report from this: Opens a new report using the selected dataset.
   • Edit: Opens the dataset configuration page, where you can change the name of the dataset and review the product it uses.
   • Rename: Allows you to change the name of the dataset.
   • Clone: Creates a copy of the selected dataset.
   • Delete: Deletes the selected dataset.