Explore recipes reference

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Professional, Enterprise, or Enterprise Plus

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Explore Professional or Enterprise

To help you get the most from Explore, we've compiled a selection of recipes that help you set up reports and dashboards for many common business scenarios. Feel free to modify these to suit your own business needs. If you'd like to see the most popular recipes, visit our trending recipes article.

Tip: To get notified when we release new recipes, click the Follow button at the top of this article. When we release a new recipe, we'll post a note in the comments section below, and you'll get an email. 

The recipes are sorted into the following categories:

• Zendesk Support
• Zendesk Chat
• Zendesk Messaging
• Zendesk Guide
• Zendesk Talk
• Advanced AI
• Custom metrics and attributes
• Explore Enterprise
• Miscellaneous
• From the community 

Zendesk Support

Getting started

Reporting on created and solved tickets Tickets by agent by channel Percentage of tickets created by channel Ticket creation heatmap Tickets by time of day created Busiest times of day for each channel Solved tickets this year compared to last year Top problem tickets by unsolved incidents Ticket assigns per day Agent interactions on tickets Measuring the number of incidents by problem Tracking ticket assigns across groups Daily ticket activity in the last 30 days Tickets created by agents or end-users Excluding tickets closed by merge List of users with open tickets Finding proactive tickets with customer replies Comparing an agent's tickets to the rest of the agent's group Total number of assignments Ticket creation events Creating KPIs for tickets by status Reporting on the number of reopened tickets by end users Reporting on custom ticket statuses Tickets with public agent comments Reporting on agent state

Reporting on internal tickets Filtering for follow-up tickets Average replies per ticket for each agent per day Viewing the most common tags in tickets Tickets unsolved for more than three days Combining zero agent replies into the one reply bracket Creating an agent leaderboard for solved tickets Finding tickets with a specific word in the subject Average ticket resolution time without pending or on-hold time Finding the first assignee for a ticket Comparing today's ticket volume to yesterday's Change color of % one-touch tickets when it reaches a certain value Counting agent comment updates Number of tickets submitted by your users Created tickets per month compared to the previous month Finding the agent who made the first public reply Auditing a random selection of tickets Reporting on tickets with similar tags Reporting on Jira tickets Reporting on tickets with an internal comment before a public comment Reporting on custom ticket fields Average number of tickets per organization

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Time tracking and efficiency

Time Tracking app - Metrics you need to be measuring Time Tracking app - Measuring ticket handling time Time Tracking app - Measuring update handling time Reporting on first reply time Reporting on tickets with a first reply time greater than 1 hour Displaying tickets with a higher than average first reply time First reply time heatmap Reporting on agent reply brackets using the Updates history dataset Displaying tickets answered within different time brackets Getting resolution times (first reply, first resolution, and full resolution) based on tags

One-touch tickets Reviewing SLA performance Week over week SLA percentage change Creating alternate SLA metrics Calculating estimated cost of service Recording the time when a checkbox was checked Due date performance report Analyzing skills-based activity Reporting on the duration of fields Backlog tickets by month Breaking down tickets created by time period Reporting on solved zero-touch tickets Count of agent interactions with tickets Custom formatting for ticket tags Compare last month's tickets to the 12 month average

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Time and date calculations

Creating weekly date buckets Reporting on full resolution time Using renamed and ordered sets to change displayed values Filtering reports by business hours Using a Sunday to Saturday week attribute

Forecasting ticket volumes by year First assignment to first resolution time Days since an organization last submitted a ticket Creating run rate calculations Creating a ticket first reply date and time attribute

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Customer satisfaction

Reporting on CSAT and one-touch tickets Finding tickets with no replies Determine ticket assignee when satisfaction rating is given Reporting on customer satisfaction by agent Determining satisfaction scores for your agents

Bad ratings with comments Percentage satisfaction score based on agent replies Satisfaction trending year-over-year Replicating the Satisfaction tab reports in Explore Display all customer satisfaction comments

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Users, groups, and organizations

Finding how many users submit tickets each month Creating advanced groups How your agents interact with customers and each other Tracking length of service of your agents Tickets created by group per month Unsolved tickets by group

Solved ticket trends by assignee Displaying organizations with no users Displaying users with no ticket requests Displaying organizations with no tickets End users that logged in over the last 30 days

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Apps and integrations

Viewing Stella Connect Star Ratings as positive and negative CSAT scores

Reporting on refunds and cancellations with the Shopify integration

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Zendesk Chat

Chat engagements and duration by department Chat volume year over year Reporting chat first reply time by brackets  Percentage of chats answered within 30 seconds Measuring agent acceptance rate

Auditing agent engagement activities in a chat Measuring chat satisfaction ratings this week Identifying where chats originate with a table Identifying where chats originate with a bubble pack chart Reporting on chat requesters by chats received brackets

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Zendesk Messaging

Messaging tickets by channel Conversations created each hour for the last eight hours

Reporting on first reply time for messaging tickets Resolved conversations rated as Good satisfaction today

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Zendesk Guide

Analyzing Knowledge activity Count of tickets solved by linked articles by month Viewing the articles most commonly linked using Knowledge in tickets Counting the agents who use the Knowledge section Analyzing Answer Bot activity Suggested article attempts through to resolutions Analyzing the last 100 Answer Bot tickets Answer Bot counts of unassisted solved tickets

Reporting on top searched questions and clicks by date Monitoring changes in search data according to search queries Reporting on searched phrases in the help center Help center article views within 30 days of creation Finding articles with no views Reporting on article and translation languages Help center category views

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Zendesk Talk

Top ten Talk numbers by usage this week Percentage of calls answered in more than 30 seconds Inbound calls by wait time Breakdown of calls received per date, hour and half-hour Reporting on calls received per Talk number Displaying the number of calls transferred to a group Calculate the percentage of inbound abandoned calls within a time frame Calls abandoned during the initial call greeting

Declined and missed calls by ticket ID and agent leg  Reporting good and bad quality agent Talk calls this month List of incoming phone numbers by date Reporting on successful and unsuccessful callbacks Reporting on calls routed to external numbers Measuring call acceptance data for agents Reporting on IVR destination group Reporting on IVR keypresses based on ticket tags Reporting on length of recorded calls by year and month

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Advanced AI

Intelligent triage predictions and confidence Intelligent triage changes to intent Reporting on suggested first replies

Comparing intelligent triage intent predictions with a custom About field Breakdown of CSAT by customer sentiment

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Custom metrics and attributes

Joining attributes Configuring clickable links to tickets and articles Converting between metrics and attributes

Reporting on nested drop-down fields Reporting on macros using tags

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Explore Enterprise

Using bookmarks to filter live dashboards

Creating a dashboard to report on live agent status

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Miscellaneous

Working with stacked charts Displaying the current date in your dashboard Creating a stepped trend line Filtering reports by date with the new dashboard experience Using constants to add historical data to reports Adding images and animated GIFs to dashboards Taking dashboard filters and bookmarks to the next level

Monitoring your social media channels Count of tickets for a custom ticket field value Time over time percentage change for a custom dropdown ticket field  Reporting on maximum capacities with omnichannel routing Reporting on custom omnichannel queue performance Getting to know dashboard filters

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 From the community

The recipes in this section have been created by you, our incredible Zendesk community. We would love to see what you're doing with Explore, and we'll feature the best recipes, tricks, and tips here. Post your best ideas in our community.

Creating a last refresh timestamp

Reporting on article views for all languages

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