Overview of the Zendesk Support dashboard

Explore offers pre-built dashboards that display your Zendesk Support data. You can edit and customize these pre-built dashboards by cloning them (see Duplicating pre-built dashboards). Use this article to learn about the reports available in this dashboard.

To access the Support dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. In the list of dashboards, select the Zendesk Support dashboard.

This dashboard contains the following tabs:

• Overview
• Efficiency
• Agent Activity
• Leaderboard
• Backlog
• SLAs

Note: The information in Explore queries and dashboards updates from the dataset on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Pro: Once every hour. The update time is randomized within the hour.

Overview

The Overview tab contains information on key metrics for Zendesk Support.

The Overview tab uses the Tickets, and Ticket Updates datasets. You can filter by group, form, brand, channel, assignee, and requester org.

This topic contains the following sections:

• Overview headline metrics
• Tickets created by time reports
• Tickets by channel, group, form, or brand reports

Overview headline metrics

The Overview displays your most important metrics right at the top of your dashboard.

Headline metrics include:

• Created Tickets: The number of tickets created during the date range you chose.
• Unsolved Tickets: The number of unsolved tickets. These are tickets that do not have a Closed or Solved status.
• Solved Tickets: The number of solved tickets. These are tickets that have a Solved or Closed status.
• First Reply Time (MED): The median amount of time it took an agent to make the first public comment after a ticket was created. The time is based on calendar hours, unless you have business hours enabled.
• Full Resolution Time (MED): The median amount of time until a ticket is fully resolved. If a ticket is reopened, the time is recalculated until the ticket status returns to Solved.

Tickets created by time reports

There are several reports on the Overview dashboard that show ticket creation volume based on hour, day, week, month, and year for the selected date range. These reports provide a great way to help you understand when to ensure proper staffing to handle the incoming ticket volume.

• % Tickets Created by Hour: This report shows the hour (0-23) where the highest percentage of tickets were created.

  

• Average Tickets Created by Weekday: This report shows the average number of tickets created for each day of the week.
• Tickets Created by Month/Year: This report shows the total number of tickets created per year broken down by month (Jan - December) or week (1-52). You can hover over a data point on the graph to see how many of the created tickets have been solved.

  

Tickets by channel, group, form, or brand reports

There are two reports available on the Overview dashboard to help you understand the relationship between your tickets and channels, groups, forms, or brands.

• Tickets Created by Channel: This report shows the total number of your tickets that come from each of your supported channels.

  

• Tickets by Group/Form/Brand: This report shows the total number of tickets created broken down by the name of the group where the ticket is assigned, the ticket form, and the brand associated with the ticket.

Efficiency

The Efficiency tab can help you analyze how efficiently agents are solving tickets, by measuring key contributing factors, such as the number of public comments and resolutions times. While other pre-built dashboards show you trends on the number of tickets you are solving, the Efficiency dashboard shows you how your agents are solving tickets.

This topic includes the following sections:

• Efficiency headline metrics
• Efficiency reports

Efficiency headline metrics

The Efficiency dashboard can help you analyze your agents' performance by using key metrics. There are five headline metrics shown at the top of the Efficiency dashboard. These metrics either display time-based or ticket activity results. The headline metrics include:

• One-touch Tickets: The percentage of tickets solved with one public comment or less.
• Reopened Tickets: The percentage of tickets that were reopened; the ticket status changed from Solved to Open, Pending or On-Hold.
• Assignee Stations (AVG): The average number of agents assigned to a ticket.
• Group Stations (AVG): The average number of groups assigned to a ticket.
• Requester Wait Time (Median): The median time a ticket spent in a New, Open, or On-hold status.

Efficiency reports

The following efficiency reports are available:

Tickets by agent

This report shows the percentage of agent replies required to solve tickets for the selected date range. For example, the report might show 50% of the tickets were solved by 1 agent reply, 40% were solved by 1 agent reply, and 10% were solved by more than 2 replies. Use this report to see how much agent effort is required to solve tickets.

Tickets by group stations

This report shows the percentage of groups required to solve tickets for the selected date range. For example, the report might show 75% of the tickets required only 1 group to solve the ticket, 20% of the tickets required 2 groups to solve the ticket, and 5% of the tickets required more than 2 groups.

Efficiency time-based reports

The following reports can be broken down to show results by month, week, or date. You can hover over a data point to see the exact results for the associated time period.

• First Reply Time (Median): This report shows the median and average number of minutes before agents respond to tickets.
• Full Resolution and Requester Wait Time: This report shows median and average requester wait times and full resolution times. Requester Wait Time is the total combined time that the ticket was in the New, Open, or On-hold status. The Full Resolution is the time between ticket creation and its latest resolution.

Group and assignee stations report

This report shows daily averages for agents and groups assigned to tickets.

Agent replies and resolutions report

This report shows the average number of agent replies and the total number of tickets solved on a daily basis. You can hover over a data point to see the exact results for a day.

Agent Activity

The Agent Activity tab focuses on performance metrics for your agents. You can filter the Agent Activity dashboard by date, agent, and brand.

The topic contains the following sections:

• Agent activity headline metrics
• Agent activity reports

Agent activity headline metrics

The Agent Activity dashboard contains these headline metrics to evaluate performance for the selected date range:

• Solved Tickets: The number of tickets marked as solved .
• Public Comments: The total number of comments where public comments are included.
• Internal Comments:The total number of comments where public comments are not included.
• Satisfaction Score: The number of good ratings expressed as a percentage of all solved, rated tickets.

Agent activity reports

Agent activity reports include:

• Unsolved assigned tickets: This report helps you manage agent workload and measure agent productivity by showing unsolved, assigned tickets per agent or agent group. The unsolved tickets are expressed as a percentage of all assigned tickets (solved and unsolved).
• Good vs bad satisfaction tickets: This report helps you measure agent effectiveness by comparing the number of tickets rated Good with the number of tickets rated Bad. Only rated tickets are shown, not all tickets.
• Comments and updates: This report shows the number of ticket updates and the average public and internal comments per ticket for the selected time period. You can use this report to analyze agent activity per ticket.

  

• Tickets solved and resolution time: This report shows the total number of solved tickets and the median full resolution time (in hours) for the selected time period. This report will help you measure the amount of time between when a ticket is created to when it is solved for the last time.

  

Leaderboard

The Leaderboard tab shows your top updaters and key headline metrics. You can filter by date, agent, brand, channel, group, and organization.

The topic contains the following sections:

• Leaderboard headline metrics
• Leaderboard report

Leaderboard headline metrics

The Leaderboard headline metrics provide an overall glance into your four most important metrics for the selected time period. The headline metrics include:

• Solved Tickets: The number of tickets solved.
• First Reply Time (Median): The median number of hours before an agent first replied to a ticket.
• Full Resolution Time (Median): The median number of hours before an agent fully resolves a ticket.
• Agent Touches (Average): The average number of agent updates to tickets.

Leaderboard report

Using the Leaderboard report, you can view your leading agents and agent groups. You can view the updaters with the top solved tickets, first reply time in minutes, and full resolution time in minutes. You can click the Ticket Group button above the table to view the same metrics by updater group.

Backlog

The Backlog tab displays a snapshot of your unsolved tickets. The Backlog dashboard provides an easy way for you to view your historic data and analyze past trends.

This topic contains the following sections:

• Backlog headline metrics
• Unsolved tickets by status report
• Historical backlog reports

Backlog headline metrics

At the top of the Backlog dashboard, you can view the current status of your most important metrics. You can compare these metrics to your backlog data below to analyze previous trends in comparison to today. The headline metrics include:

• Unsolved Tickets: The number of tickets that are not currently in the Solved or Closed status
• New & Open Tickets: The number of tickets that are currently in the New or Open status.
• Unassigned Tickets: The number of tickets that are currently not assigned.
• Assigned Tickets: The number of tickets that are currently assigned.
• Unreplied Tickets: The number of tickets without an agent reply.

Unsolved tickets by status report

Underneath your headline metrics, you can see your number of unsolved tickets broken down by status and group in the Unsolved Tickets by Status report. The report displays the three unsolved statuses, Open, Pending, and On Hold, in stacked bars. You can hover over the color associated with the status to view the exact results.

Historical backlog reports

At the bottom of the dashboard, you can view your historical backlog data by day and week. You can compare these reports to the ones above to analyze your differences between your historical and current data.

Note: The daily and weekly historical backlog reports currently require Zendesk Support Enterprise to display data.

The two reports are:

• Daily Historical Backlog - last 30 days: The number of unsolved tickets for each day in the last 30 days. You can view the number of unsolved tickets in each status by hovering over the associated color.

  

• Weekly Historic Backlog - last 12 weeks: The number of unsolved tickets at the end of each week for the last 12 weeks. You can view the number of unsolved tickets in each status by hovering over the associated color.

  

SLAs

If you have active SLA policies, the SLA reporting dashboard enables you to easily view how well you are meeting these policies. This dashboard breaks down your SLA metrics by policy, time, and status, so you can identify problem areas.

This section includes the following topics:

• SLA headline metrics
• SLA reports

SLA headline metrics

There are four headline metrics shown at the top of the SLAs dashboard. These metrics show ticket SLA results for the selected date range.

• Breached Tickets: The total number of tickets that breached SLA policies.
• Achieved Tickets: The total number of tickets that met all applied SLA policy targets.
• Active Tickets: The total number of tickets that have active SLA policy metrics.
• Breached Active Tickets: The total number of active tickets that have breached At least one SLA policy target.

Note: If an SLA metric is Achieved for a ticket, the status is changed to Fulfilled. If all metrics of a ticket are achieved, it will not appear on the Active Tickets and Breached Active Tickets reports.

SLA reports

Reports on the SLAs dashboard include:

• Achieved vs Breached Completed SLA Policies: Comparison of SLA policies that completed successfully (Achieved) with SLA policies that completed unsuccessfully (Breached).
• Achieved vs Breached by Completed SLA Policies: Breakdown of completed SLA policies showing Achieved vs Breached status for each policy type.
• % SLA Targets Breaches by Hour: For every hour, displays the number of breached instances for the selected metric as a percentage of all instances for the selected metric. You can use this report in conjunction with the SLA targets breached by weekday (or month) reports to identify what time during the week (or month) your SLA targets are more-frequently breached.
• % SLA Targets Breaches by Weekday: For every weekday, displays the number of breached instances for the selected metric as a percentage of all instances for the selected metric.
• Achieved vs Breached SLA Targets by Metric: Compares SLA targets that were achieved vs breached for each SLA metric.
• Achieved SLA Targets by Month: Displays the number of instances per month where SLA targets where achieved.