Zendesk reporting provides a wide range of tools you can use to create reports that monitor your business processes. However, service teams often need an easier way to transform complex data into clear insights. For this reason, you can enhance your reporting experience with AI-powered quick reports.
Quick reports empower teams to ask questions in natural language to create reports in seconds, simplifying data analysis and driving quick decision-making. You don’t need to select metrics and attributes, or develop formulas; just tell quick reports what you want to see. All languages supported by OpenAI can be used to generate reports.
By using simple prompts, service leaders can instantly transform analytics into actionable insights, identify trends, and democratize data across their organization.
This article contains the following topics:
- Overview of Quick Reports
- Creating a Quick Report
- Refining your quick report
- Current limitations
- Signing up for the EAP
- Providing feedback for the EAP
Overview of Quick Reports
If you use Zendesk analytics, you’ll be familiar with the multitude of reports you can make from your metrics, attributes, and formulas. You’ll also know that it can be quite time consuming to figure out how to create the reports you want.
To help you go from your data to decisions more quickly, you can use quick reports which harness the power of AI to enable you to write simple prompts that generate the reports you need.
For example, if you want to know which of your agents created the most tickets last week, ask the questions “In the past week, which agent solved the most tickets?” Analytics will immediately generate the report for you:
You can then supply follow-up prompts to refine the report. For example, “Make that a pie chart” gives you:
When you’ve generated a report, you can open it in report builder to fine tune it to look exactly how you want or you can add the report to a dashboard.
If you’ve signed up for the EAP, you’ll see a new "Quick reports" button in your reports library that you use to create prompt-based reports.
Watch the following video to see quick reports in action:
Quick reports demo [2:19]
Creating a quick report
In this section, you’ll learn how to create a quick report. You don’t have to use the example shown; feel free to experiment with your own prompts. Remember to be as specific as possible with your prompts to generate the best results.
To create a quick report
- Click the reports icon (
).
- In the reports library, click Quick report.
The quick report panel opens.
- In the prompt area at the bottom of the panel, enter a prompt to analyze your data and then press enter, for example:
- Which agents solved the most tickets last week?
- Which groups currently have the most unsolved tickets?
- How is our first reply trending?
Tip: The only data that is sent to OpenAI is the text of the prompt you enter.
Your report is generated and displayed in the Quick report panel.
You can now make changes to the report in two ways:
- Click Edit in report builder to edit the report in report builder.
- Refine the report using further AI prompts.
Refining your quick report
Once you’ve generated a report, you’ll typically want to make changes to it in order to get it looking just how you want. You can use quick reports to refine the report without using report builder. In general, it’s good to be as specific as possible with your prompts for the best results. This includes being clear about what you want to measure, who or what to include, and the exact time frame you’re interested in. The more specific you are with date ranges, the more accurate and relevant your results will be. For example, you could enter "Make the report a pie chart." to generate a result like the following:
More examples:
- Show only results from last week
- Show me data for the HR group only
- Slice the report by channel
- Replace the metric with the First reply time
- Use the average aggregator
- Go one step back (undo the last change)
If you can't use a prompt to get the report you need, click Edit in report builder to make changes to the report using report builder.
Current limitations
The following limitations apply when using quick reports:
- In this release, only the Support: Tickets dataset can be used to generate reports.
- Quick reports are only available for historical data. Live reports are not compatible.
- To prevent abuse, each user will be limited to generating a maximum of 150 messages per day. The limit is reset every 24 hours regardless of the time zone of the account and user.
- The input query cannot exceed 200 characters.
- The model does not support custom fields or calculated metrics and attributes.
Signing up for the EAP
If you would like to sign up for this EAP, please fill out this form and we'll get in touch as soon as possible.
Providing feedback for the EAP
We value your opinions about this EAP. There are two methods you can use to provide feedback:
- Leave a question or feedback here.
- Click the feedback icon in the Quick report panel.