Zendesk Explore Reports Explained
Video
A report in Zendesk Explore answers one question about your ticket data, and a dashboard puts several together. How to start a report, how Quick report builds one from a plain-language question, and how the report builder shapes the result.
Chapters
Reports and dashboards
All of Zendesk's analytics live in Explore. A report is a single answer to a single question, such as how many tickets arrived this week or which channel is busiest. A dashboard is a set of reports on one screen, so the report is the building block and the dashboard is the full picture.
Starting a report
The Reports list holds every report already built in the account. Create report starts a new one from a dataset, with whatever filters it needs. Quick report starts from a plain-language question instead: this walkthrough asks for the number of tickets created last week that are still unsolved, and Explore builds the report itself.
Shaping it in the report builder
Edit in report builder opens any report for changes to its visualization, its configuration and its results, with calculations where they are needed. Metrics and attributes are dragged into the columns and rows. The example, Monthly Ticket Created, counts tickets by the year and month they were created and charts one bar per month. A finished report can be added straight to a dashboard.
Reports like these show where tickets pile up, which agents are overloaded and whether the team is getting faster.
