Explore recipes reference

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:

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

Zendesk Support

Getting started

Tickets by agent by channel Ticket creation heatmap One-touch tickets Finding how many users submit tickets each month Reporting on created and solved tickets Tickets by time of day created Solved tickets this year compared to last year Busiest times of day for each channel Percentage of tickets created by channel 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 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 Reporting on agent reply brackets using the Updates history dataset 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 Calculating estimated cost of service Reviewing SLA performance Week over week SLA percentage change Creating alternate SLA metrics First reply time heatmap Displaying tickets answered within different time brackets Reporting on first reply time Recording the time when a checkbox was checked

Displaying tickets with a higher than average first reply time Due date performance report Analyzing skills-based activity Reporting on the duration of fields Backlog tickets by month Getting resolution times (first reply, first resolution, and full resolution) based on tags 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

Creating advanced groups How your agents interact with customers and each other Tracking length of service of your agents 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

Measuring chat satisfaction ratings this week Percentage of chats answered within 30 seconds Identifying where chats originate with a bubble pack chart Chat volume year over year

Chat engagements and duration by department Reporting chat first reply time by brackets  Identify where chats originate with a table Measuring agent acceptance rate Auditing agent engagement activities in a chat

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Zendesk Messaging

Messaging tickets by channel Resolved conversations rated as Good satisfaction today

Conversations created each hour for the last eight hours

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Zendesk Guide

Analyzing Knowledge or Knowledge Capture activity Analyzing Answer Bot activity Analyzing the last 100 Answer Bot tickets Answer Bot counts of unassisted solved tickets Viewing the articles most commonly linked using Knowledge or the Knowledge Capture app in tickets Counting the agents who use the knowledge section

Count of tickets solved by linked articles by month Answer Bot attempts through to resolutions Help center article views within 30 days of creation Reporting on top searched questions and clicks by date Reporting on article and translation languages Finding articles with no views Monitoring changes in search data according to search queries 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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Zendesk Sell

Closed deals Deals by owner and stage Deals in sales pipeline (funnel report) Leads aging Open pipeline by source Active deals in pipeline by stage Sales closed this year by month Contacts by industry or owner Leads by source Sales this year by close date Average days to close by month Lost deals by owner Lost deals by reason

Active deals by age and stage Average deal size per rep Overdue opportunities sorted by deal value Average revenue per sales rep this year Monthly breakdown of last year’s sales vs. this year’s sales Call log report Calls made each month by owner and outcome Call outcomes by call owner Call campaign for leads with a specific tag

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Advanced AI

Intelligent triage predictions and confidence Intelligent triage changes to intent

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 Getting to know dashboard filters Taking dashboard filters and bookmarks to the next level Displaying the current date in your dashboard Creating a stepped trend line

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

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 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.

Deep dive into ticket reassignment with Explore reports Creating a last refresh timestamp Reporting on article views for all languages

How to report on agent updates in Explore (when agents have been downgraded to end users) Calculating next reply time (non-messaging chat channels)

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