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How to create and update reports

Articles about building and updating reports, how to change their configurations, and specific requests for a particular report.


How can I sort the results of my reports?

Question My report contains a large amount of data, and I'd like to organize it in a specific way. How can I sort the...

Edited Jan 08, 2025

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How can I rename the metric names in my Explore report?

Question I am utilizing the same metric with various aggregators. How can I rename the individual metrics in my Explo...

Edited Dec 09, 2024

1 vote  ·  0 comments

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How do merged tickets affect one-touch ticket reporting?

Question How do merged tickets affect one-touch ticket reporting in Explore? Answer One-touch tickets are defined as ...

Edited Nov 15, 2023

1 vote  ·  2 comments

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Can I measure how long a ticket sat with its last group before being solved?

Question How can I measure how long a ticket sat with the last group before the ticket was solved? Answer Yes. See t...

Edited Dec 13, 2023

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How do I pull a report of the last 30 days of tickets?

Question I want to pull a report of all tickets in the last 30 days. What are my options? Answer There are a few opti...

Edited Sep 02, 2024

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How can I exclude system updates from my results in Explore?

Question Can I exclude system updates from Explore data? These are changes made to tickets through automatic updates,...

Edited Sep 14, 2023

3 votes  ·  0 comments

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How can I create a clickable link to a ticket in Explore?

Issue symptoms I want to create a clickable ticket ID link in my Explore report. How can I proceed? Resolution steps ...

Edited Oct 19, 2023

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Can I build a report on the CCs of a ticket?

Question I want to build a report of the CCs of tickets. What are my options? Answer There is no native metric for CC...

Edited Aug 16, 2023

0 votes  ·  3 comments

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How can I report on first reply time in business hours, for example from Monday to Friday?

Question Can the first reply time reply take into account business hours in Explore? Answer Yes, you can report on fi...

Edited Dec 08, 2023

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Can I filter a report by one of my brands?

Question I want to filter a report by one of my brands. Is that possible? Answer Yes, you can filter a report by one ...

Edited Jul 05, 2023

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Can I revert unpublished changes to an Explore dashboard after leaving the editor?

Question Can I revert unpublished changes to an Explore dashboard after leaving the editor? Answer No, it's not possi...

Edited Jul 11, 2023

5 votes  ·  7 comments

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Can I create a report that shows trigger usage?

Question Can I create a report that shows trigger usage? Answer No, no pre-built metric can capture trigger usage in ...

Edited Dec 05, 2024

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How can I track ticket themes over time?

Question Is there a report that shows the contact reasons of my customers? Answer There is no prebuilt report to cate...

Edited Oct 08, 2024

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How do I exclude tickets with a specific tag from reports?

Question How do I exclude tickets with a specific tag from reports? Answer Filters cannot exclude tags in Explore rep...

Edited Jun 13, 2023

2 votes  ·  11 comments

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Why does the "Ticket Created - Date" filter automatically apply to my new report?

Question I just created a new report in Explore. Why does the Ticket Created - Date filter automatically apply to my ...

Edited Jul 26, 2023

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How can I change the order of values in my Explore report?

Question My report is displaying results in default formatting. How can I change the order of my values in my Explore...

Edited Jan 24, 2024

1 vote  ·  0 comments

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Can I display first reply time in seconds?

Question The default metric for the first reply time is in minutes or hours. Can I display first reply time in second...

Edited Jan 24, 2024

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What is the difference between a date attribute and the date range filter in Explore?

Question What is the difference between a date attribute and the date range filter in Explore? Which one should I use...

Edited Aug 21, 2024

1 vote  ·  0 comments

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What Explore reporting options are available for merged tickets?

Question Can I report on tickets that were closed by being merged into another ticket? How do I know what tickets wer...

Edited Jan 24, 2024

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Can I report on side conversations?

Question Can I report on side conversations in Zendesk Explore? Answer There isn't a dataset in Explore that allows ...

Edited Dec 16, 2024

4 votes  ·  21 comments

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Why don't attribute filters show all values available on my Explore report?

Question I want to filter and include only specific values on my Explore report but I can't see all of the attribute ...

Edited Aug 21, 2024

1 vote  ·  1 comment

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Can I report on ticket comments or the description field?

Question I can't find the description field or any ticket comments in Explore to be displayed in reports. Can I creat...

Edited Jul 12, 2023

6 votes  ·  10 comments

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How can I move an Explore report from one dataset to another?

Question How can I move a report from one dataset to another? Answer To move your report across to another data set,...

Edited Aug 21, 2024

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How do I exclude blank values from my report?

Question When building a report, I noticed that null values still show. How can I exclude blank values in my report? ...

Edited Jan 24, 2024

2 votes  ·  7 comments

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How can I include 0 values in reports?

Question When building a report I noticed some data is missing. How can I include 0 values in Explore reports? Answer...

Edited May 08, 2024

7 votes  ·  22 comments

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Can I create a metric to give the time spent working on each ticket during last month?

Question How do I report on how long an agent actively sits on a ticket? Answer Yes, you can do this by using the Ti...

Edited Jul 10, 2023

2 votes  ·  4 comments

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Where do I manage or create custom metrics and attributes?

Question Where are metrics and attributes managed in Explore? Answer In Explore, there is no central dedicated locati...

Edited Jan 24, 2024

4 votes  ·  1 comment

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Is the Call talk time metric counted in seconds or minutes?

Question What is the formula for the Call talk time metric? How can I tell how the metric is calculated? Answer The...

Edited Aug 21, 2024

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Can I create a report to identify agents who haven't signed in for a while?

Question Can I use Explore to find out the last time agents signed in and to identify agents that have been inactive ...

Edited Nov 30, 2023

4 votes  ·  4 comments

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How do I add a column in my report for the result path calculation?

Question I created a result path calculation to show the evolution of Solved tickets in the past two years. When I fi...

Edited Aug 21, 2024

3 votes  ·  0 comments

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