Explore offers a pre-built dashboard that displays your Zendesk Support data. You can edit and customize this dashboard by cloning it (see Duplicating pre-built dashboards). Use this article to learn about the reports available in this dashboard.
To access the Support dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) . - In the list of dashboards, select the Zendesk Support dashboard.
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.
This dashboard contains the following tabs. Click each section to find out more information:
Tickets
The Tickets tab contains reports about tickets created in your Zendesk account. You can filter the reports by date, group, brand, channel, form, submitter role, and requester organization.
Tickets headline metrics
The metrics for this tab 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.
- One-touch Tickets: The percentage of tickets that were solved with one agent reply.
- Reopened Tickets: The percentage of reopened tickets that were previously marked as Solved.
Reports on the tickets tab
- % Tickets Created by Hour: This report shows the percentage of tickets created each hour (0-23).
- Average Tickets Created by Day of Week: This report shows the average number of tickets created for each day of the week.
- Tickets Created by Date: 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 Brand|Channel|Form|Group|Priority|Type (Top 10): Displays the percentage of tickets for each type of the attribute you select. For example, if you select Ticket Channel, you will see the percentage of tickets that were created by each channel during the date range you selected.
- Tickets Created by Date and Brand|Channel|Form|Group (Top 10): Displays the number of tickets created using the attribute you selected (for example Group), over the date range you selected.
- Tickets Created by Month/Year (5 years): Display the number of tickets created each month. You can overlay data from the last five years to help you compare.
Efficiency
The Efficiency tab contains reports that help you evaluate the efficiency of your agents. You can filter the reports by date, group, brand, channel, form, priority, and requester organization.
Efficiency headline metrics
The metrics for this tab include:
- First Reply Time MED: The median time from when the ticket was first created until an agent first replied.
- Full Resolution Time MED: The median time from the creation of a ticket until it's was closed or solved.
- Requester Wait Time MED: The number of time tickets spent in the new, open, and on-hold statuses.
- Assignee Stations AVG: The average number of agents a ticket was assigned to.
- Group Stations AVG: The average number of groups a ticket was assigned to.
Reports on the Efficiency tab
- Tickets by Group Stations: Displays the bracketed number of groups that were assigned to tickets. In the example below, 57% of tickets were assigned to two or three groups.
- Tickets by Agent Replies: Displays a bracketed list of the number of agent replies for tickets. In the example below, 7059 tickets had 2 agent replies.
- First Reply and First Assignment Time Median by Date: Shows a comparison between the median first reply time and the median first assignment time over the date range you selected.
- Full Resolution and Requester Time Median by Date: Displays a comparison between the amount of time it took to solve a ticket, and the median time a ticket spend in the New, Open, or On-hold status.
- Group and Assignee Stations Average by Date: Displays both the average number of agent tickets were assigned to and the average number of groups associated with a ticket.
- Agent Replies Average and Resolutions by Date: Displays 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.
Assignee Activity
The Assignee Activity tab helps you to see the results when you assign tickets to agents and others. You can filter the reports by date, group, assignee, brand, channel, form, and requester organization.
Assignee Activity headline metrics
The metrics for this tab include:
- Solved Tickets: Solved and Closed tickets during the selected date range.
- Assigned Unsolved Tickets: Assigned tickets that were in an unsolved state during the selected date range.
- Assignment to Resolution: The median time from the last agent assignment until the ticket was resolved.
- One-touch Tickets: Tickets that were resolved with only one agent reply.
- Two-touch Tickets: Tickets that were resolved after two agent replies.
Reports on the Assignee Activity tab
- Good vs Bad Satisfaction Tickets: Displays a pie chart showing the percentage of rated tickets that received a satisfaction rating of good or bad.
- Tickets by Full Resolution Time: Displays a bracketed list showing the full resolution time of tickets. In this example, 4058 tickets took between eight and 24 hours to resolve.
- Satisfaction and Requester Wait Time Median by Date: Displays a comparison of the customer satisfaction rating against the amount of time they had to wait for a response from an agent.
- Assignee Activity: Displays a detailed list of your agents and their activities including the number of tickets they solved, their average reply time, and more.
Agent Updates
The Agent Updates tab shows comments and updates made to tickets by your agents. You can filter the reports by date, agent, brand, channel, form, group, and requester organization.
Agent Updates headline metrics
The metrics for this tab include:
- Public Comments: The total number of tickets where public comments are included.
- Internal Comments:The total number of tickets where internal comments are included.
- Tickets Commented: The number of tickets with an agent comment, whether public or internal.
- Tickets Solved: The number of tickets in a Solved state.
- Tickets Created: The number of tickets that were created.
Reports on the Agent Updates tab
- Agent Comments Averages by Date: Displays a comparison of the total number of comments on tickets and the number of those comments that were public or internal.
- Tickets Created, Commented and Solved by Agents: Displays a comparison of the number of tickets created, solved, and commented on over the selected date range.
- Agent Updates: For each agent, displays detailed information about updates they made to tickets including comments, solves, creation, and more.
Unsolved Tickets
The Unsolved Tickets tab helps you take a detailed look at tickets in your account that are still open. You can filter the reports by group, assignee, brand, channel, priority, and requester organization.
Unsolved Tickets headline metrics
The metrics for this tab include:
- Unsolved Tickets: Tickets that are not in a Solved or Closed status.
- New and Open Tickets: Tickets that are in a New or Open status.
- Unreplied Unsolved Tickets: Unsolved tickets with no agent replies.
- Time Since Update: The median time since unsolved tickets were updated.
- Unassigned Ticket Age: The median time since unsolved tickets were created.
Reports on the Unsolved Tickets tab
- Unsolved Tickets by Status: Displays a pie chart showing the percentage of tickets that are in a New, Open, Pending, or On-hold status.
- Open and New Tickets by Assignment Status: Displays a pie chart showing the percentage of tickets in the Open or New state that are assigned, or unassigned.
- Unsolved Tickets by Brand|Channel|Form|Group|Priority|Type (Top 10): Displays a stacked chart showing the attribute you selected (for example Ticket Group) and the ticket status. In the example below, Ticket Group is selected.
- Unsolved Tickets by Status and Month/Year Created (12 month): Displays a stacked chart showing all unsolved tickets over the date range you selected. The stacks indicate whether the ticket is New, Open, Pending, or On-Hold.
- Unsolved Tickets: Displays a detailed list of unsolved tickets sorted by agent name.
Backlog
The Backlog tab helps you look at open ticket activity over a date range you select. You can filter the reports by group, assignee, brand, channel, priority, and type. To view this tab, you must be using the Support Enterprise plan.
Reports on the Backlog tab
- Daily Historical Backlog by Status: Displays a list of your open ticket backlog over the last 30 days to help you identify trends.
- Weekly Historical Backlog by Status: Displays a list of your open ticket backlog over the last 12 weeks to help you identify trends.
- Weekly Historical Backlog by Brand|Channel|Group|Priority|Type (Top 10|12 weeks): Displays the number of unsolved tickets at the end of each week for the last 12 weeks. Choose a tab to display results by ticket brand, channel, group, priority, or type.
Satisfaction
The Satisfaction tab helps you take a closer look at customer satisfactions scores for your tickets. You can filter the reports by date, group, brand, channel, form, priority, and type.
Satisfaction headline metrics
The metrics for this tab include:
- Satisfaction Score: The percentage of tickets rated as good from the total number of rated tickets.
- Good Satisfaction Tickets: The number of tickets that were rated as good satisfaction.
- Bad Satisfaction Tickets: The number of tickets that were rated as bad satisfaction.
- Bad to Good Ratings: The number of ticket ratings that changed from bad to good.
- Satisfaction Rated Ratio: The percentage of tickets that were rated either good or bad from the total number of surveyed tickets.
Reports on the Satisfaction tab
- Good vs Bad Satisfaction Tickets: Displays a pie chart showing the percentage of good and bad satisfaction rated tickets both with and without comments.
- Rated Tickets Funnel: Displays a funnel chart showing the percentage of surveyed and rated tickets against all tickets.
- Satisfaction Score by Date: Displays the number of rated tickets against the percentage satisfaction score they received over the selected date range.
- Satisfaction Score by Brand|Channel|Form|Group|Priority|Type (Top 10 by volume): Displays the average satisfaction score for the attribute you select. For example, if you select Ticket Channel, you'll see the average satisfaction score for each of the ticket channels like Chat, Email, etc.
- Satisfaction Score by Month (12 month): Displays the number of rated tickets, and the average satisfaction score over a 12 month period.
- Satisfaction Rated Ratio by Month (12 month): Displays a chart showing the percentage of all tickets that were rated against the number of tickets that were surveyed.
SLAs
The SLAs tab helps you measure your results against SLAs you configured. You can filter the reports by date, SLA policy, SLA metric, group, brand, form, priority, and requester organization.
SLAs headline metrics
The metrics for this tab include:
- SLA Achievement Rate: The percentage of tickets that met the SLA from the total number of SLA tickets.
- Breached Tickets: The number of tickets that have at least one SLA target breach.
- Achieved Tickets: The number of tickets that did not have an SLA target breach.
- Active SLA Tickets: The number of tickets with an active SLA policy.
- Active SLA Breach Tickets: The number of active tickets with at least one SLA target breach.
Reports on the SLAs tab
- Achieved vs Breached Completed SLA Policies by Date: Displays a comparison of tickets that breached an SLA policy against tickets that did not breach a policy over the selected date range.
- Achieved vs Breached Completed SLA Policies (Top 10 breached): Displays a stacked bar chart showing the percentage of tickets that achieved, or breached an SLA policy for the attribute you select.
- % SLA Targets Breached by Hour: Displays a chart showing the average percentage of breaches that happened over a 24 hour period.
- % SLA Targets Breaches by Weekday: Displays a bar chart showing the average percentage of breaches that happen each day of the week.
- Achieved vs Breached SLA Targets by Metric: Compares SLA targets that were achieved vs breached for each SLA metric.
- Target Achievement Rate by Month (12 month): Displays the percentage of instances per month where SLA targets where achieved.
9 Comments
Hi Jessica. Was the Ticket Tag Usage report removed from the Overview Dashboard? I don't see it on our version.
I'm also seeing the First Reply Time metric on the Leaderboard in minutes instead of hours. Is there a way to change that?
Hi Chris, sorry about the slow response.
For your first question, I couldn't find record of a tag usage report. Can you clarify?
For your second question, there doesn't seem to be a way of changing from minutes to hours in the pre-built report. You could clone the dashboard and edit the leaderboard query, replacing the columns for First Reply Time - Min and Full Resolution Time - Min
I believe that using First Reply Time - Bus Hrs and Full Resolution Time - Bus Hrs would give you the data you want.
Alternatively, you might be able to apply a transformation to the result to divide it by 60, then rename the column headings. However, again, you would need to clone the dashboard.
Hi Rob,
It's been so long, I'm not even sure what I was referring to with the tag usage report. I knew we could clone the time reports and put them in hours. I guess that was more of a feature request, to have a toggle for minutes/hours. But if the only way to do it is through a hard code in the metric then that's probably not a thing. Thanks for the reply.
Greetings,
We are looking to use these however the challenge we are looking to overcome is how to add a filter that would apply to all tabs that by default would filter the results by Ticket Group.
Any ideas would be awesomesauce!!
Hi Jason, consider this as a starting point of an idea, but you might be able to use bookmarks to "freeze" the filters to ticket group. You can't edit the pre-built dashboard, but you could clone it to make an editable copy.
Starting point for reading - https://explore.zendesk.com/hc/en-us/articles/236023527-Adding-dashboard-interactions#topic_kbd_rzg_2v .
I hope this helps!
Thats a great launching point. Thanks Rob!!!!
What is the sync speed of data from Support to Explore? In running a report for 12-31 through 1-6, all data bast 1-2 is missing entirely from all report tabs in Explore. Edit: A few minutes later, I refreshed and the correct date range of data appeared. Not sure why that happened, but all is well now.
Hello James,
Thanks for posting your question. Generally speaking, accounts on the Professional plan will sync once every 24 hours. Accounts on the Enterprise plan will sync one hour after the most recent sync ended. Synchronization times will vary based upon how much data is being synced.
It's a bit difficult to know what could be causing your reports to not reflect any data for the mentioned span of time. This can sometimes be due to a filter set on the report or there not being any account data which matches the criteria of your report. I would however like to take a closer look at what you're seeing. You should see a ticket from me shortly.
Thanks Katie, I responded to your ticket, the problem auto-resolved. I believe that I was trying to access the data too early, or had a browser cache issue but shortly after writing the comment the data populated as expected. I appreciate your quick response!
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