Explore recipes reference

What's my plan?

All Suites | Professional, Enterprise, or Enterprise Plus

Support with | Explore Professional or Enterprise

To help you get the most from Explore, we've compiled a selection of recipes that help you set up reports and dashboards for many common business scenarios. Feel free to modify these to suit your own business needs. If you'd like to see the most popular recipes, visit our trending recipes article.

Tip: To get notified when we release new recipes, click the Follow button at the top of this article. When we release a new recipe, we'll post a note in the comments section below, and you'll get an email.

The recipes are sorted into the following categories:

Zendesk Support

Zendesk Chat

Zendesk Messaging

Zendesk Guide

Zendesk Talk

Zendesk Copilot

Custom metrics and attributes

Explore Enterprise

Miscellaneous

From the community

Zendesk Support

Getting started

Reporting on created and solved tickets

Tickets by agent by channel

Percentage of tickets created by channel

Ticket creation heatmap

Tickets by time of day created

Busiest times of day for each channel

Solved tickets this year compared to last year

Top problem tickets by unsolved incidents

Ticket assigns per day

Agent interactions on tickets

Measuring the number of incidents by problem

Tracking ticket assigns across groups

Daily ticket activity in the last 30 days

Tickets created by agents or end-users

Excluding tickets closed by merge

List of users with open tickets

Finding proactive tickets with customer replies

Comparing an agent's tickets to the rest of the agent's group

Total number of assignments

Ticket creation events

Creating KPIs for tickets by status

Reporting on the number of reopened tickets by end users

Reporting on custom ticket statuses

Tickets with public agent comments

Reporting on agent state

Reporting on internal tickets

Filtering for follow-up tickets

Average replies per ticket for each agent per day

Viewing the most common tags in tickets

Tickets unsolved for more than three days

Combining zero agent replies into the one reply bracket

Creating an agent leaderboard for solved tickets

Finding tickets with a specific word in the subject

Average ticket resolution time without pending or on-hold time

Finding the first assignee for a ticket

Comparing today's ticket volume to yesterday's

Change color of % one-touch tickets when it reaches a certain value

Counting agent comment updates

Number of tickets submitted by your users

Created tickets per month compared to the previous month

Finding the agent who made the first public reply

Auditing a random selection of tickets

Reporting on tickets with similar tags

Reporting on Jira tickets

Reporting on tickets with an internal comment before a public comment

Reporting on custom ticket fields

Average number of tickets per organization

Time tracking and efficiency

Time Tracking app - Metrics you need to be measuring

Time Tracking app - Measuring ticket handling time

Time Tracking app - Measuring update handling time

Reporting on first reply time

Reporting on tickets with a first reply time greater than 1 hour

Displaying tickets with a higher than average first reply time

First reply time heatmap

Reporting on agent reply brackets using the Updates history dataset

Displaying tickets answered within different time brackets

Getting resolution times (first reply, first resolution, and full resolution) based on tags

One-touch tickets

Reviewing SLA performance

Week over week SLA percentage change

Creating alternate SLA metrics

Calculating estimated cost of service

Recording the time when a checkbox was checked

Due date performance report

Analyzing skills-based activity

Reporting on the duration of fields

Backlog tickets by month

Breaking down tickets created by time period

Reporting on solved zero-touch tickets

Count of agent interactions with tickets

Custom formatting for ticket tags

Compare last month's tickets to the 12 month average

Time and date calculations

Creating weekly date buckets

Reporting on full resolution time

Using renamed and ordered sets to change displayed values

Filtering reports by business hours

Using a Sunday to Saturday week attribute

Forecasting ticket volumes by year

First assignment to first resolution time

Days since an organization last submitted a ticket

Creating run rate calculations

Creating a ticket first reply date and time attribute

Customer satisfaction

Reporting on CSAT and one-touch tickets

Finding tickets with no replies

Determine ticket assignee when satisfaction rating is given

Reporting on customer satisfaction by agent

Determining satisfaction scores for your agents

Bad ratings with comments

Percentage satisfaction score based on agent replies

Satisfaction trending year-over-year

Replicating the Satisfaction tab reports in Explore

Display all customer satisfaction comments

Users, groups, and organizations

Finding how many users submit tickets each month

Creating advanced groups

How your agents interact with customers and each other

Tracking length of service of your agents

Tickets created by group per month

Unsolved tickets by group

Solved ticket trends by assignee

Displaying organizations with no users

Displaying users with no ticket requests

Displaying organizations with no tickets

End users that logged in over the last 30 days

Apps and integrations

Viewing Stella Connect Star Ratings as positive and negative CSAT scores

Reporting on refunds and cancellations with the Shopify integration

Zendesk Chat

Chat engagements and duration by department

Chat volume year over year

Reporting chat first reply time by brackets

Percentage of chats answered within 30 seconds

Measuring agent acceptance rate

Auditing agent engagement activities in a chat

Measuring chat satisfaction ratings this week

Identifying where chats originate with a table

Identifying where chats originate with a bubble pack chart

Reporting on chat requesters by chats received brackets

Zendesk Messaging

Messaging tickets by channel

Conversations created each hour for the last eight hours

Reporting on first reply time for messaging tickets

Resolved conversations rated as Good satisfaction today

Zendesk Guide

Analyzing Knowledge activity

Count of tickets solved by linked articles by month

Viewing the articles most commonly linked using Knowledge in tickets

Counting the agents who use the Knowledge section

Analyzing Answer Bot activity

Suggested article attempts through to resolutions

Analyzing the last 100 Answer Bot tickets

Answer Bot counts of unassisted solved tickets

Reporting on top searched questions and clicks by date

Monitoring changes in search data according to search queries

Reporting on searched phrases in the help center

Help center article views within 30 days of creation

Finding articles with no views

Reporting on article and translation languages

Help center category views

Zendesk Talk

Top ten Talk numbers by usage this week

Percentage of calls answered in more than 30 seconds

Inbound calls by wait time

Breakdown of calls received per date, hour and half-hour

Reporting on calls received per Talk number

Displaying the number of calls transferred to a group

Calculate the percentage of inbound abandoned calls within a time frame

Calls abandoned during the initial call greeting

Declined and missed calls by ticket ID and agent leg

Reporting good and bad quality agent Talk calls this month

List of incoming phone numbers by date

Reporting on successful and unsuccessful callbacks

Reporting on calls routed to external numbers

Measuring call acceptance data for agents

Reporting on IVR destination group

Reporting on IVR keypresses based on ticket tags

Reporting on length of recorded calls by year and month

Zendesk Copilot

Intelligent triage predictions and confidence

Intelligent triage changes to intent

Tracking sentiment and intent changes in tickets

Reporting on suggested first replies

Comparing intelligent triage intent predictions with a custom About field

Breakdown of CSAT by customer sentiment

Custom metrics and attributes

Joining attributes

Configuring clickable links to tickets and articles

Converting between metrics and attributes

Reporting on nested drop-down fields

Reporting on macros using tags

Miscellaneous

Working with stacked charts

Displaying the current date in your dashboard

Creating a stepped trend line

Filtering reports by date with the new dashboard experience

Using constants to add historical data to reports

Adding images and animated GIFs to dashboards

Taking dashboard filters and bookmarks to the next level

Creating a last refresh timestamp

Using bookmarks to filter live dashboards

Monitoring your social media channels

Count of tickets for a custom ticket field value

Time over time percentage change for a custom dropdown ticket field

Reporting on maximum capacities with omnichannel routing

Reporting on custom omnichannel queue performance

Getting to know dashboard filters

Reporting on automated resolutions for email and web form channels

Reporting on article views for all languages

Creating a dashboard to report on live agent status