We’ve recently launched a few improvements to data sources in Explore that we’re excited to share. These updates aim to provide users more data points, a consistent data schema to report off of, and provide more insight into the various datasets available for analysis in Explore.
Data Quality Improvements
Thanks to your feedback over the past months, we have made great strides in improving the quality of data in Explore. While we still have some work to do, we’re getting closer to removing any discrepancies that you see in your data.
Support for Custom User and Organization Fields
Explore now supports custom user and organization fields in the Tickets and Ticket Events dataset. These newly added attributes bring Explore closer to parity with Insights and allow editors to analyze data points about their users and organizations in more granular detail.
For example, let’s say you’re a software company with a few different plan types. If you store plan type information on a custom user or organization field, you can now see the impact of tickets submitted by customers on each plan in Explore. Or measure how quickly you reply to different users on various plans. The choice is now your hands.
Data Source Provisioning
Our team has gathered a lot of feedback on how users are analyzing data in Explore and work with other users on their team. When we first launched Explore into EAP each editor in the account had to create their own data source and then share that datasource with other editors who wanted access to the metrics, attributes, and queries the initial editor had created. This process created confusion and quite a few duplicate datasets for many users.
With an update to data source provisioning, we’re now automatically creating and sharing data sources a team should have access to with each editor in Explore. This ensures that teams are building off of a consistent data schema and that teams can get to analysis faster.
Data sources will now be provisioned based off of which Zendesk products a team uses and the features you’ve enabled in your account.
Our team will be rolling out a new shared data source into your account in the coming weeks. This update does change some existing functionality. Now, when a shared data source is cloned it’ll automatically be shared across your team. If you’d like a seperate data source to build off of you can still create one and share it with others on your team if you’d like.
Updated Dataset Creation Process
With Explore, users have direct access to various Zendesk datasets. With this update, we’ve provided additional transparency into each dataset that’s available to an editor. We’ve also made general changes to the data source creation process so it looks and feels familiar to other features you use in Zendesk. For more details and instructions, see Connecting to Zendesk Support datasets.
We’d love to hear your thoughts on these recent releases and how we can improve upon them in the future. Please feel free to comment below, post in the feedback section of our Community or reach out to us at firstname.lastname@example.org