Zendesk Explore Support Dashboard Explained
Video
Zendesk Explore ships a prebuilt Support dashboard, ready before you build a single report. What its tabs cover, how the filters narrow a whole tab at once, and how to read the numbers and charts on the Tickets tab.
Chapters
A dashboard Zendesk already built
Explore ships a prebuilt Zendesk Support dashboard, so a team can read its ticket data before anyone builds a custom report. Its tabs look at the same data from different angles, including Tickets, Efficiency, Assignee activity, Backlog and SLAs, and each works as a day-to-day health check on one part of the operation.
Filters that narrow the whole tab
The filters across the top of a tab apply to every report below them. This walkthrough runs on the last 90 days, three ticket groups and eight assignees, with brand, channel, form, submitter role and requester organization available to stack on top.
Reading the Tickets tab
Five numbers open the tab: created, unsolved and solved tickets, the one-touch rate and the reopened rate. Below them, tickets by hour of day and by day of week show when the work arrives, which is the staffing signal. The trend view plots created against solved tickets over time, so a growing backlog is visible early.
The last section slices tickets by one attribute at a time, channel, group, brand, form, priority or type, and then trends that split over time, so a shift in share from web to messaging shows up across the weeks.
The dashboard reports on historical data, which Explore refreshes on a schedule, hourly on the Professional and Enterprise plans. For what is happening right now, Explore has a separate live dashboard. Share sends the dashboard to the people who need it.
