You can use Explore to create an overview of your tickets based on specific ticket fields. This information can also be captured with views, but views don't include archived tickets like Explore does.
In this recipe, you'll create a table focusing on custom ticket fields that can be added to a dashboard, exported, or scheduled. For more on custom fields, see Adding custom fields to your tickets and support request form.
This article contains the following topics:
What you'll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Custom ticket fields
- Tickets using those custom ticket fields
Creating the report
Deciding what you want to report on and how
Before you create your report, take a look at your ticket fields and figure out what fields you want to track. In this example, we'll be using the custom field called What Fruit?
Then, decide how do you want to organize your data. When you create a report in Explore, any attributes you add are sorted from the top down. For example, if you have Ticket group as your first attribute, any following attributes will first be sorted by ticket group.
Building the report
- In Explore, click the Reports ( ) icon.
- In the report library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens. (While this example uses the Tickets dataset, you can use whichever dataset includes the data you want to report on).
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets, then click Apply.
- In the Filters panel, click Add, select Time created - Date, and apply a time filter for a small period of time, such as a day or week. This prevents the query from timing out while you're building it. The example screenshot below also shows a Ticket form filter.
- In the Rows panel, add the ticket fields you want to report on, such as Ticket group, Assignee name, or your custom ticket fields (in this example, What Fruit?).
Tip: You can find all non-numeric custom ticket fields collected together in the menu under the Ticket custom fields folder. Numeric custom fields show up in the Metrics panel instead.
- In the Visualization type () menu, set your report's visualization to Table (if it isn't already).
At this point, your report should look something like this:
- Add any additional attributes as desired.
Note: There is a limit to the amount of data that Explore can report on at one time. If the report you build is too big, you may receive an error. For more information, see Why do I receive a “Network error” in my report?
- Give your report a descriptive name and click Save.
Now that you've created your report, you can do any or all of the following: