Explore recipes reference


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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
Reporting on first reply time from the Updates history dataset

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

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