What's my plan?
To help you get the most from Explore, we've put together 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. For some of our favorite recipes, see Explore recipe showcase.
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:
Time tracking and efficiency
Time and date calculations
Users, groups, and organizations
Apps and integrations
Custom metrics and attributes
From the community
The recipes in this section have been created by you, our incredible Zendesk community. We 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.
New to explore and really need a way to show total number of tickets by week for last 90 days that have not been updated by assignee for >30 days. Really struggling how to make this happen in explore. Thanks!
Hi everyone, another new recipe is out today. This one demonstrates a really clever way of using Explore's powerful string manipulations to get your ticket tags looking just how you want them.
We used to have a Top Incident description stacked area chart in insights that would looks something like this. I dont see a way to select just the top "Incident Descriptions" by ticket count. Is there any way this can be done with Explore?
You should be able to do that using a Top/Bottom filter.
Hi everyone, another new recipe to end the week!
This give you a query that shows solved ticket trends by assignee name.
Hi all, a new recipe for you:
This one's for reporting on Talk callbacks.
Another new recipe for you. In this one, you'll learn how to create a query that shows the number of chat engagements by department. The query also uses size encoding to show the average duration of the engagements.
Chat engagements and duration by department
Another recipe, this time for Chat. This displays the number of chats accepted by an agent as well as the acceptance rate.
Hi everyone, hope your week is going well so far! We've just added two new recipes for Zendesk Messaging:
If you're using Explore Enterprise, there are also a bunch of new live data widgets to give real time statistics on your conversations.
Hello, I'm trying to put together a graph for a presentation where the size of the back log (the number of unresolved tickets at a given moment) is represented on the graph (Y axes) over time (X axes). This could be something like a sample for every week the past 6 or so months.
It sounds simple to me, but the implementation eludes me completely, and I've not been able to find a recipe for this. Can anyone enlighten me?
It would also be nice to split the graph afterwards by filtering the types of issues (problems, questions, tasks, etc.) but I think/hope this would be easy(er) once the main concept has been implemented.
Hi everyone, another great recipe published today to help you track the length of service of your agents.
I have multiple Zendesk sites. This https://ziftoneadmin.zendesk.com/hc/en-us and https://zift123.zendesk.com/hc/en-us. How do I tell Explore that I want to use the data for https://ziftoneadmin.zendesk.com/hc/en-us only?
Hi everyone, we've heard that some of you needed a bit more advice on reporting not just about tickets, but users and organizations in Explore. To help, we've created a brand new article, Reporting on user and organization data, and these three recipes:
Hi everyone, we've added a great new recipe today. This one helps you calculate your average first reply time, then display tickets that exceed this average.
Hi everyone, for those of you that use the Zendesk Shopify integration, we've just added a new recipe that helps you report on refunds and cancellations:
Hi everyone, we've got a great new recipe that helps you calculate the satisfaction score for your agents based on the good or bad ratings their tickets received:
Thank you for the recipe... my only concern is I can't trust this or any CSAT report until the bug in ZD is resolved. Any assistance you could offer towards that would be so appreciated.
Hi Shelly, thank you for the feedback!
While there are a few potential workarounds in the article you linked to, I very much appreciate that they might not be suitable for your needs.
I'll pass your feedback directly onto the CSAT team. I hope this will help!
@... - To combat this issue, as well as give us more detailed feedback, we use a marketplace app for NPS scores. The developer has blocked the providers that we have reported as providing false negatives in our scoring. I'm sure other customers have also reported false negatives. We have not had one in 6 months or so now.
We've added a new recipe that shows you which agent was the first to publicly reply to a ticket:
This recipe takes advantage of the recently released earliest and latest date functions.
Happy Friday, everyone! We've added a new recipe that lets you report on the number of times (1, 2, 3, or 4+) your agents have replied to tickets:
Is there a recipe where I can calculate if an SLA was Achieved and then breached because a ticket was re-opened?
Thanks for reaching out!
Unfortunately, there is no native way to calculate breached and achieved SLA using the SLA dataset in Explore for reopened tickets. It is a calculated attribute that is only available in the Support: ticket updates dataset.
One way I can think of achieving it is to use tags on reopened tickets and add them as an attribute for breached and achieved SLA tickets. You may create something like this as your Trigger for reopened tickets:
MEET ALL OF THE FF CONDITIONS:
Ticket IS Updated
Status CHANGED FROM Solved
Add tags = Reopened
And once that tag is added to your reopened tickets, you may add the metrics for SLA which are the Breached SLA tickets and Achieved SLA tickets query using this article: Metrics and attributes for Zendesk Support
I hope this helps! Let us know if you need anything else. Have a great day!
Clifford James Lacson |Customer Advocate
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We've added a couple of new Guide-related recipes that'll help you keep tabs on views in your help center:
We've added another new Explore recipe about auditing individuals agents and ticket groups via randomly selected Support tickets:
We've added a new Explore recipe that helps you determine the effectiveness of your Answer Bot implementation by showing the number of tickets solved by the bot versus the number of tickets that required agent intervention:
We've added a few new Explore recipes that help you keep tabs on agent call acceptance, knowledge base searches, and article languages:
We've added a new Explore recipe that identifies help center articles with zero views: Finding articles with no views
This report shows you which articles you might want to add keywords to in order to help your customers find them, or maybe even archive them if they're no longer needed.
We've added two new Explore recipes that help you report on your Support tickets:
We've added a new Explore recipe that helps you analyze how your KCS program is evolving:
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