How do I access reporting and analytics?

<h2 id="h_01HWZEDD64FB650G7K06GY4Z1C">Question</h2><p>I am new and unsure where I go to open reporting and analytics. Where is Analytics located?</p><h2 id="h_01HWZEDD64V9S3RRCFPPP3ERFC">Answer</h2><p><iframe src="https://www.youtube.com/embed/3NzXK4Tg-Pg?si=fEPPlNL9kAZ6g_Se" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share"></iframe></p><p>You can get to Analytics from anywhere in Zendesk. Click the <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410-Switching-among-Zendesk-products" target="_blank" rel="noopener noreferrer">product tray</a> icon ( <img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_product_tray.png" id="Zendesk_icons__image_dlv_hdp_gkb">) at the top right-hand corner of your screen. Then, select <strong>Analytics</strong>.</p><h3 id="h_01HWZEDD64ZH2CSC2J782MT8CA">Troubleshooting access issues</h3><p><strong>I can't see the product tray</strong></p><p>If you don't see the product tray, that probably means you're not logged in to Zendesk as an agent. <a href="https://support.zendesk.com/hc/en-us/articles/4408843565722-How-do-I-reset-my-password-when-I-can-t-sign-in-" target="_blank" rel="noopener noreferrer">Sign in</a> as an agent, not end user, to get access to the agent interface.</p><p><strong>I do see the product tray, but Analytics is not listed there</strong></p><p>If you don't see Analytics in your product tray, make sure Analytics is included in your subscription. You may need help from the account owner for this: <a href="https://support.zendesk.com/hc/en-us/articles/4408834640666-Viewing-and-managing-plan-subscriptions" target="_blank" rel="noopener noreferrer">Viewing and managing plan subscriptions</a>.</p><p><strong>I can click on Analytics in the product tray but then I see "Uh oh"</strong></p><p>If you see an error that you don't have permission to access Analytics, ask an admin to help you enable Analytics access on your agent profile in Admin Center: <a href="https://support.zendesk.com/hc/en-us/articles/4408843458586-Error-message-It-looks-like-you-don-t-have-permission-to-access-Explore-" target="_blank" rel="noopener noreferrer">Error Message: "It looks like you don't have permission to access Analytics"</a>.</p><p><strong>When I click on Analytics it takes me to an activation page</strong></p><p>If you've never used Analytics before you need to activate it. This may take a few hours. Feel free to close the page, this will not interfere with activation.</p><p><strong>I was given a link to a report but I can't open it</strong></p><p>If you generally have access to Analytics but get an error when following a link to a report, check with the report owner. The owner must give you permission to view or edit: <a href="https://support.zendesk.com/hc/en-us/articles/4408827282714-Sharing-dashboards" target="_blank" rel="noopener noreferrer">Sharing dashboards</a>.</p><p><strong>I can't see the Reports icon in Analytics</strong></p><p>If your Analytics view is missing the Reports icon:</p><p><strong><img class="wysiwyg-image-resized" style="aspect-ratio: 588/738; width: 27.26%;" src="https://support.zendesk.com/hc/article_attachments/11006828188698" width="588" height="738"></strong></p><p><span data-sheets-value='{"1":2,"2":"You only have View permissions in Explore. You will need to have your account upgraded by an admin in order to build custom reports. "}' data-sheets-userformat='{"2":4865,"3":{"1":0},"11":3,"12":0,"15":"Proxima Nova"}'>It means your current permission level only allows you to view content in Analytics. To gain the ability to create custom reports, your admin has to upgrade your account. If you want to give access to users, check this article: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Giving-users-access-to-Explore" target="_blank" rel="noopener noreferrer">Giving users access to Explore</a>.</p><p><strong>I can't find Explore. I see Analytics instead</strong></p><p>Zendesk rebranded Explore as Analytics. To access it, click the <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410-Switching-among-Zendesk-products" target="_blank" rel="noopener noreferrer">product tray</a> icon (<img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_product_tray.png" width="14" height="14" id="Zendesk_icons__image_dlv_hdp_gkb">) at the top right-hand corner of your screen. Then, select <strong>Analytics</strong>.</p><p>For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/4408831710618-Getting-started-with-Zendesk-Explore-for-reporting-and-analytics" target="_blank" rel="noopener noreferrer">Getting started with Zendesk Explore for reporting and analytics</a>.</p><style>
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<h2 id="h_01KXEAYXJ7RPE6D4C96YQYBFSM">How do I access reporting and analytics? Where is Analytics located? How do I find Explore?</h2>
<h3 id="h_01KXEAYXJ7ACSY4QJVWD2R176J">Concept</h3>
<p>You can get to Analytics or Explore from anywhere in Zendesk.</p>
<h3 id="h_01KXEAYXJ7RJDRKRY2Q1M0J03A">Action steps</h3>
<ol>
<li>Click the <strong>product tray icon</strong> at the top right-hand corner of your screen.</li>
<li>Select <strong>Analytics</strong>.</li>
</ol>

<h2 id="h_01KXEAYXJ7A8PAH5BYWK87P902">I can't see the product tray? Why is the product tray missing?</h2>
<h3 id="h_01KXEAYXJ7PT9KSY67MC2S9DNS">Scope and limitations</h3>
<p>If you do not see the product tray, you are not logged in to Zendesk as an assignee or agent. Sign in as an assignee or agent, not a requester or end user, to get access to the agent interface or inbox.</p>

<h2 id="h_01KXEAYXJ7A6J3MFH51BJ2PP3D">I do see the product tray, but Analytics is not listed there? Why is Analytics missing from the product tray?</h2>
<h3 id="h_01KXEAYXJ7FQJ503EZ95H46ESM">Scope and limitations</h3>
<p>If you do not see Analytics in your product tray, make sure your plan type or subscription includes Analytics. You may need help from the account owner to view and manage plan subscriptions.</p>

<h2 id="h_01KXEAYXJ7EBFVGJ6CGZPZNGP7">"Uh oh" It looks like you don't have permission to access Analytics? How do I fix the permission error in Analytics?</h2>
<h3 id="h_01KXEAYXJ7PVN2BSHH5GHCW4A4">Scope and limitations</h3>
<p>If you see an error that you do not have permission to access Analytics, ask an admin to help you enable Analytics access on your agent profile or role in Admin Center.</p>

<h2 id="h_01KXEAYXJ75TYRP5B0FR5C7NQ1">When I click on Analytics it takes me to an activation page? Why does Analytics show an activation page?</h2>
<h3 id="h_01KXEAYXJ71W972Q9H4Y4QYBMB">Scope and limitations</h3>
<p>If you never used Analytics or Explore before, you need to activate it. This process takes a few hours. You can close the page because closing it does not interfere with activation.</p>

<h2 id="h_01KXEAYXJ77CD5H3FT971G9Z81">I was given a link to a report but I can't open it? Why can't I open a shared report link?</h2>
<h3 id="h_01KXEAYXJ7RRDHYSVQD4ZK5N0Z">Scope and limitations</h3>
<p>If you generally have access to Analytics but get an error when you follow a link to a report, check with the report owner. The owner must give you role permissions to view or edit the sharing dashboards.</p>

<h2 id="h_01KXEAYXJ8E6VG22D9H11WQNM3">I can't see the Reports icon in Analytics? Why is the Reports icon missing in Analytics?</h2>
<h3 id="h_01KXEAYXJ8XT2ZPAWP2VD3WWB6">Scope and limitations</h3>
<p>If your Analytics view is missing the Reports icon, your current permission level or role only allows you to view content in Analytics. To gain the ability to create custom templates or reports, your admin must upgrade your account.</p>

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