Explore is Zendesk's new reporting tool to help you analyze, share, and act on your Zendesk data. With Zendesk Explore, you can create beautifully simple reports and dashboards, or use Explore's pre-built dashboards to view and analyze your key customer information. Your Zendesk data can easily be imported into Explore, making it fast and easy to create custom reports and dashboards.
This introduction will provide you with the foundation for navigating the rest of the getting started guide. You can use this introduction to gain insight on how you will use Explore with your Zendesk.
This article contains the following topics:
What are your analytics goals?
Explore contains a wide range of functionalities to help you best analyze your reporting data. Before you begin using Explore, you should consider the goals you are trying to achieve and the information you are looking to find.
- What is my team's overall performance? You can use Explore to track changes in your agents' reply time, resolution times, solved tickets, or tickets by type.
- What channels do our customers reach us on? Explore gives you the option to track your different customer input by channel. This can help you highlight your must influential channels, while finding channels that aren't reaching your customer base.
- How are changes in workflows impacting our results In Explore you can view the trend of results by date, so if you implement any changes in your Zendesk workflow, you can view how they might be impacting your results.
- How well are we serving our customers? In general, Explore can ultimately help you identify your key factors to achieving higher customer satisfaction. You can use ticket metrics, reply times, and other data to analyze how well you and your team are helping your customers.
Looking at your Zendesk and identifying what kind information you would like to measure can help you understand the reports you will need to create and the workflow you will follow. Explore offers different levels of analysis to tailor to different team's needs. The next section will help you identify the level of reporting best for your Zendesk.
What level of reporting detail do you need?
In Explore, there are several different levels of reporting you can use for your analytics needs. The level of reporting does not need to be the same for all users you add to Explore. For more information on user roles, see Understanding Explore user roles.
There are three different levels of reporting you can use in Explore. The level you use will change what articles in this getting started tutorial are most applicable for you.
- Casual reporting: If you do not plan to invest resources into reporting, you can choose to simply view the Zendesk pre-built dashboards available. The Zendesk pre-built dashboards provide insight into your most important metrics built-off of industry best practices. The pre-built dashboards are a fast and easy way to obtain information on your Zendesk results.
- Intermediate reporting: If the pre-built dashboards do not provide the level of detail you need or are not formatted in your ideal way, you can edit the pre-built dashboards and pre-built reports to reflect a modified version.
- Advanced reporting: If you need to edit more options than just the formatting of the pre-built dashboards and reports, you can create new custom reports and dashboards. This is a more advanced level or reporting, and uses Explore's unique features and functionalities.
Getting started guide index
This getting started guide contains articles for each level of reporting. Depending on your level and workflow, not all of the articles in this getting started guide might be applicable to you. If you are using the advanced reporting level, you should read all articles.
Below are every article in this getting started guide: