Explore recipe: Tickets created by group per month

In this Explore recipe, you'll learn how to report on the monthly count of tickets assigned within a specific group. This allows you to track the current assignment status or analyze tickets assigned until they were resolved or closed.

What you'll need

Skill level: Moderate

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Ticket data in Zendesk Support

Note: To report on how much time a ticket spent in each group, see Explore recipe: Reporting on the duration of fields.

Creating the report

1. In Zendesk Explore, click the Reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list, select Tickets > Tickets, then click Apply. 
6. In the Rows panel, click Add.
7. From the list, select Ticket > Ticket group, then click Apply.
8. In the Columns panel, click Add.
9. From the list, select the following attributes, then click Apply:
   • Time - Ticket created > Ticket created - Year
   • Time - Ticket created > Ticket created - Month
10. (Optional) Change the report visualization by clicking the Visualization type () menu and selecting the graph type that best conveys the insights you want to highlight. By default, Explore uses a column chart.

You'll see something resembling the following chart:

Select a single group name in the upper-left of the report visualization to see data only for that group. Or, select multiple groups by holding CTRL on Windows or OPTION on Mac on your keyboard and selecting the groups you want to see data for. You can also click the Ticket group header to select all groups at once.