Explore recipe: Reporting on automated resolutions for email and web form channels

<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener noreferrer" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_pee"><figure class="wysiwyg-table wysiwyg-table-align-left"><table><tbody><tr>
<td><strong>All Suites</strong></td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr></tbody></table></figure></div>
<div class="article-banner" id="support_with_explore_pe"><figure class="wysiwyg-table wysiwyg-table-align-left"><table><tbody><tr>
<td><strong>Support with</strong></td>
<td>Explore Professional or Enterprise</td>
</tr></tbody></table></figure></div>
</div><p>In this Explore recipe, you’ll learn how to create a report on your <a href="https://support.zendesk.com/hc/en-us/articles/5352026794010">automated resolutions</a> for email and web form channels. You do this by reporting on tickets tagged with <em>ai_agent_automated_resolution</em>.</p><p>This article contains the following topics:</p><ul>
<li data-list-item-id="ea2da704d0c5593aa419f2662b38d8af8"><a href="#h_01KH4BH3N4CVN744JFHR377J1F">Limitations of the report</a></li>
<li data-list-item-id="e106ea78504e13289a66648842d922cbc"><a href="#h_01JZ35JW4N1P6TF3CCFA52RF4Q">What you’ll need</a></li>
<li data-list-item-id="e88efa5db1abfedc83ca0c28139c96647"><a href="#h_01JZ35K661XEX52PPXEHXDKQMM">Creating the report</a></li>
</ul><h2 id="h_01KH4BH3N4CVN744JFHR377J1F">Limitations of the report</h2><p>This report doesn’t include automated resolutions on messaging channels. This is because messaging tickets aren’t created until they’re escalated to a human agent, at which point they cannot be considered automated resolutions. For information on monitoring automated resolutions across all channels, see <a href="https://support.zendesk.com/hc/en-us/articles/8922391373978">Monitoring automated resolution usage</a>.</p><p>Additionally, in cases where a ticket is marked as Solved within 72 hours, the <em>ai_agent_automated_resolution</em> tag is not applied. As a result, these tickets are excluded from the report.</p><h2 id="h_01JZ35JW4N1P6TF3CCFA52RF4Q">What you’ll need</h2><p><strong>Skill level:</strong> Beginner</p><p><strong>Time required:</strong> 5 minutes</p><ul>
<li data-list-item-id="e64c1ead7c45a3ee2de026ad25164cc8d">Zendesk Explore Professional or Enterprise</li>
<li data-list-item-id="ef808d2a1bb9849fb2b84de52123a6b18">Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970">Giving users access to Explore</a>)</li>
<li data-list-item-id="ed5fca9de1fd757ab8372347082425cc9">Ticket data in Zendesk Support</li>
</ul><h2 id="h_01JZ35K661XEX52PPXEHXDKQMM">Creating the report</h2><ol>
<li data-list-item-id="ebf3b46e65e6fdd08e7c9be96770ad44d">In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li data-list-item-id="ed48a68f926b6300c0f24ddb1f03c820b">In the Reports library, click <strong>New report</strong>.</li>
<li data-list-item-id="e51e9eb72f3a52240616b04b7883a0e2c">On the Select a dataset page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. <br>The report builder opens.</li>
<li data-list-item-id="e6182428df294d5aaf4d3b4347ca45c2b">In the Metrics panel, click <strong>Add</strong>, select <strong>Tickets</strong> &gt; <strong>Tickets</strong>, and click <strong>Apply</strong>.</li>
<li data-list-item-id="e916f17536f92b40efe677dec8f81bd4a">In the Rows panel, click <strong>Add</strong>, select <strong>Ticket</strong> &gt; <strong>Ticket ID</strong>, and click <strong>Apply</strong>.</li>
<li data-list-item-id="e63f3c0ff3d897ab1c2b44f4ed3a2e359">In the Filters panel, click <strong>Add</strong>, select <strong>Ticket</strong> &gt; <strong>Ticket tags</strong>, and click <strong>Apply</strong>.</li>
<li data-list-item-id="e98ded3de3d3f9477a0da8df854b18aeb">Click the <strong>Ticket tags</strong> filter you just added, select the <strong>ai_agent_automated_resolution</strong> tag (you can search for this value to find it quickly), and click <strong>Apply</strong>.<br>The resulting report lists all tickets on the email and web form channels that have consumed an automated resolution.<br><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_ARs_email_webform.png" width="600">
</li>
<li data-list-item-id="ea2394dea5b921b8153ad2e630095391f">(Optional) Remove or adjust the <strong>Ticket created - Date</strong> filter to see automated resolutions for a period of time other than the previous 30 days.</li>
<li data-list-item-id="e50d630d37efa1ab9771b5f64028b93f1">
<p>(Optional) Add additional attributes, such as <strong>Intent</strong> or <strong>Ticket brand</strong>, to further slice the report results.</p>
<div class="note">
<span class="notetitle">Note:</span> The Intent attribute requires the <a href="https://support.zendesk.com/hc/en-us/articles/5524125586330">Copilot add-on</a>.</div>
</li>
<li data-list-item-id="e1bb9e533bfd46312ef591fe9e2fbb2c0">(Optional) <a href="https://support.zendesk.com/hc/en-us/articles/4408839123226#h_01HD24KYVTTK0FQVDTKKM7HBFC">Configure clickable ticket links</a> to reduce the number of clicks it takes to open a ticket from the report.</li>
</ol><p> </p><script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9285975382298",
"url": "https://support.zendesk.com/hc/en-us/articles/9285975382298-Explore-recipe-Reporting-on-automated-resolutions-for-email-and-web-form-channels",
"headline": "Explore recipe: Reporting on automated resolutions for email and web form channels",
"description": "You can create a report to track automated resolutions for email and web form tickets by filtering tickets tagged with ai_agent_automated_resolution, excluding messaging channels and tickets solved within 72 hours.",
"articleSection": "Other reporting recipes",
"datePublished": "2025-05-22T14:56:40+00:00",
"dateModified": "2026-02-10T18:07:37+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9285975382298"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Explore",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script>