In Explore, you can display your data in customizable reports, or queries. Your Zendesk Support pre-built dashboards already contain some pre-built queries for you; however, you might want to change how these queries represent your data or create new, custom queries all together.
This getting started article will provide you with an introduction to queries and how to prepare your Zendesk Support data. The subsequent articles will discuss how to create and modify queries.
This getting started article contains the following topics:
You can use queries to find answers to inquiries or detail information about certain areas of interest. For example you can use queries to highlight what percentage of this month's tickets have been urgent or what agents have the slowest full resolution time.
Queries are created in the Query Builder. The Query Builder contains all available options for creating and customizing your query, including editing your metrics and attributes. The Query Builder is detailed more in the next articles of the getting started guide. If you would like to learn more about navigating the Query Builder, see About the Query Builder interface
To enable you and your team to present your Zendesk Support data in the most efficient way, Explore offers over 20 different chart types or visualizations for you to use. Each chart type contains unique customization options. The next articles in this getting started guide will discuss some select visualizations and customization options, but for more detailed information, see Visualization types reference.
Queries are stored in the Queries library. You can open the Queries library anytime by clicking the () icon on the left sidebar. You will be presented with a list of your queries, ordered by the date last updated.
Before you can start creating or modifying queries, you need to add your Zendesk data to your Explore. While you can view queries of Zendesk data on the pre-built dashboards, these dashboards are view-only, so the data used will not be editable. To build queries from your Zendesk data, you will need to add a dataset. The section below will discuss how to add a dataset.
Adding data for queries
While you can view your Zendesk data and queries on the pre-built dashboards, these dashboards are view-only. This means that you cannot modify the dashboard or queries, and an editable version of your Zendesk data has not yet been imported into your account.
To modify pre-built queries, you will need to create copies of the pre-built dashboard. To create new queries, you will need to import your Zendesk data.
Creating duplicates of pre-built dashboards and queries
If you plan to modify a pre-built dashboard or the queries on a pre-built dashboard, you will need to create a duplicate. Duplicating the pre-built dashboard will permit you to make changes to the dashboard and queries directly, and all queries and datasets used on the dashboard will be added to your Explore libraries. For information on the queries and datasets used on the pre-built dashboards, see Overview of Explore's pre-built dashboards.
You can duplicate a dashboard in the Dashboards library(), by selecting Clone from the Settings () drop-down list to the right of the dashboard name. For more detailed information on duplicating dashboards, see Duplicating pre-built and shared dashboards.
Manually importing Zendesk data
If you do not want to import queries from the pre-built dashboards, you can connect to your Zendesk data manually. Your Queries library will be empty until you create new queries. You can import your data by adding a new Zendesk dataset.
You will need to add a dataset to build new queries. You can add a new dataset by clicking the New dataset button in the upper right corner of the Datasets library (). Datasets represent the different Zendesk data models you can connect to. Currently there are four available datasets, Zendesk Support, Zendesk Support Ticket Events, and Zendesk Support Backlog History (see About Zendesk Support datasets).You can add a new dataset by clicking the New datasetbutton in the upper right corner of the Datasets library ().
For more detailed information, see Importing your Zendesk data.
Try it yourself: Add data for queries
This try it yourself will walk you through the steps of adding a new Zendesk dataset in Explore from the Datasets library. For instructions on creating a new dataset by duplicating a pre-built dashboard, see Duplicating pre-built and shared dashboards. For more information on adding a new Zendesk Support dataset, see Importing your Zendesk data.
- Click the Datasets library icon ().
- Click the New dataset button in the upper-right.
- Select the icon representing your dataset. This example selects Zendesk Support Tickets.
- Click the Next button.
- Enter a name for your dataset.
- Click Save.
The next article in this getting started tutorial will depend on your reporting level. If you are looking to customize the queries on a pre-built dashboard, see Modifying queries from dashboards. If you are looking to create completely new queries, see Getting started: Creating queries.
If you would like to view a different article in this getting started tutorial, see Getting started guide index.