Explore recipe: Count of agent interactions with tickets



What's my plan?
All Suites Professional, Enterprise, or Enterprise Plus
Support with Explore Professional or Enterprise

In this Explore recipe, you'll learn how to create a report to show the number of tickets each agent updated for a specific date range.

What you'll need

Skill level: Beginner
Time required: 15 minutes

Zendesk Explore Professional or Enterprise
Editor or admin permissions (see Giving users access to Explore)
Ticket data in Zendesk Support



How to create the report in Explore

To create this report in Explore:

In Explore, click the reports ( ) icon
In the Reports library, click New report

On the Select a dataset page, click Support > Support - Updates history, then click Start report

The report builder opens, and from the Metrics panel, click Add

From the list of metrics, choose Tickets > Tickets updated and click Apply

In the Rows panel, click Add

From the list of attributes, choose Updater > Updater name, then click Apply

In the Filters panel, click Add

From the list of attributes, choose Updater > Updater role, then click Apply

Click the Updater role filter you just added, and on the Selected tab, select Admin and Agent

Click Apply

In the Filters panel, click Add

From the list of attributes, choose Time - Ticket update > Update - Date, then click Apply

Click the Update - Date filter you just added, and specify the date you want to see. Click Edit date ranges at the bottom of the page if you want to see more date range options
Click Apply

By default, Explore chooses a column chart to best display the data. To change this, click the Visualization type ( ) icon, then choose Table. You'll see something resembling the following table:

The report is named New report by default, click the New report text and replace it with a title of your own
Click Save




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