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Building reports


Understanding datasets

What's my plan? Your Zendesk data is split into different datasets. Each dataset contains metrics and...

Edited Sep 26, 2024

8 votes  ·  9 comments

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9

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Understanding reports

What's my plan? In Explore, data is calculated in reports. This article introduces you to reports, including ...

Edited Jun 21, 2024

5 votes  ·  9 comments

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9

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Working with datasets

What's my plan? In Explore, datasets give you access to your Zendesk product data. Each dataset contains me...

Edited Jan 13, 2025

12 votes  ·  18 comments

12

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18

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About native Chat time duration metrics

In this article, you'll learn more about some of the metrics built into Zendesk live Chat that help ...

Edited Nov 19, 2024

0 votes  ·  0 comments

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About native Talk time duration metrics

In this article, you'll learn more about some of the metrics built into Zendesk Talk that help you m...

Edited Nov 19, 2024

0 votes  ·  0 comments

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Using SQL to filter reports

What's my plan? Note: This information is intended only for users who are comfortable working wit...

Edited Jun 21, 2024

0 votes  ·  4 comments

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Metrics and attributes for Zendesk Support

What's my plan? Note: To use these metrics and attributes in custom reporting, you need a Zende...

Edited Jan 08, 2025

5 votes  ·  136 comments

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Metrics and attributes for Zendesk Guide

What's my plan? Note: To use these metrics and attributes in custom reporting, you need a Zende...

Edited Feb 07, 2025

7 votes  ·  66 comments

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66

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Metrics and attributes for live chat

What's my plan? Note: To use these metrics and attributes in custom reporting, you need a Zende...

Edited Jan 27, 2025

4 votes  ·  41 comments

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Metrics and attributes for Zendesk messaging

What's my plan? Note: To use these metrics and attributes in custom reporting, you need a Zend...

Edited Jan 27, 2025

0 votes  ·  45 comments

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Metrics and attributes for Zendesk Answer Bot

What's my plan? To use these metrics and attributes in custom reporting, you need a Ze...

Edited Jan 28, 2025

2 votes  ·  27 comments

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27

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Metrics and attributes for Zendesk Talk

What's my plan? Note: To use these metrics and attributes in custom reporting, you need a Zende...

Edited Nov 13, 2024

2 votes  ·  59 comments

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Metrics and attributes for agent state and activity

You must have the Agent Workspace to use the dataset described in this article. This article ...

Edited Aug 16, 2024

0 votes  ·  16 comments

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Metrics and attributes for Zendesk AI

You must have the Advanced AI add-on to use the datasets described in this article. Note: T...

Edited Sep 26, 2024

0 votes  ·  3 comments

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Working with the report builder (Beta)

Note: This article describes the beta version of the Explore report builder. For information on the classic report...

Edited Jun 21, 2024

1 vote  ·  28 comments

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28

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Creating reports

What's my plan? A report is a request for information from your Zendesk data. For example, you might want to ...

Edited Sep 30, 2024

10 votes  ·  18 comments

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Using metrics and attributes in reports

What's my plan? When you create a report, you must add at least one metric and optional attributes. Metrics are qua...

Edited Jun 21, 2024

9 votes  ·  6 comments

9

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6

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Working with reports

What's my plan? In this article, you'll learn how to perform various operations with existing Explore reports ...

Edited Jun 21, 2024

6 votes  ·  7 comments

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Interacting with reports

What's my plan? After you create a report, Explore includes options that help you dig deeper into your resul...

Edited Jun 21, 2024

3 votes  ·  18 comments

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Cloning a report

You can clone a report to make a copy of it. You might do this if you want to copy a report into a different datase...

Edited Jun 21, 2024

1 vote  ·  0 comments

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Reporting on user and organization data with Explore

What's my plan? While Explore is great for reporting on your tickets, help center page views, calls, and ...

Edited Jun 21, 2024

1 vote  ·  29 comments

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29

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Analyzing agent ticket touches with Explore

What's my plan? At a high-level, an agent touch is an operation performed by the agent on a ticket. Fo...

Edited Jun 21, 2024

0 votes  ·  28 comments

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28

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Reporting with tags

What's my plan? Tags are words, or combinations of words, that you can use to add more context to tick...

Edited Jun 21, 2024

10 votes  ·  78 comments

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Reporting with custom fields

What's my plan? You can add custom fields to your Zendesk Support tickets to enable you to collect in...

Edited Oct 09, 2024

7 votes  ·  34 comments

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34

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Understanding ticket channels in Explore

What's my plan? With Explore, you'll often want to create reports based on the channel from which a t...

Edited Sep 13, 2024

8 votes  ·  20 comments

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About native Support time duration metrics

What's my plan? In this article, you'll learn more about some of the metrics built into Zendesk Support that hel...

Edited Jun 21, 2024

10 votes  ·  51 comments

10

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Using average or median aggregators

What's my plan? It can be tricky to decide which aggregator to use, especially when it comes to average and median. Y...

Edited Jun 21, 2024

10 votes  ·  3 comments

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3

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Editing dates and date ranges

What's my plan? You can use date attributes to limit your report results to a selected date range or rolling ...

Edited Jun 21, 2024

1 vote  ·  23 comments

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Choosing metric aggregators

What's my plan? Metric aggregators define how the data queried by a metric is calculated. For example, the m...

Edited Jun 21, 2024

4 votes  ·  8 comments

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8

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Setting a metric's default and visible aggregators

What's my plan? When you create a custom calculated metric, Explore chooses a default aggregator but you can ...

Edited Jun 21, 2024

5 votes  ·  2 comments

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2

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