How do I access reporting and analytics?

Question

I am new and unsure where I go to open reporting and analytics. Where is Analytics located?

Answer

You can get to Analytics from anywhere in Zendesk. Click the product tray icon ( ) at the top right-hand corner of your screen. Then, select Analytics.

Troubleshooting access issues

I can't see the product tray

If you don't see the product tray, that probably means you're not logged in to Zendesk as an agent. Sign in as an agent, not end user, to get access to the agent interface.

I do see the product tray, but Analytics is not listed there

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: Viewing and managing plan subscriptions.

I can click on Analytics in the product tray but then I see "Uh oh"

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: Error Message: "It looks like you don't have permission to access Analytics".

When I click on Analytics it takes me to an activation page

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.

I was given a link to a report but I can't open it

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: Sharing dashboards.

I can't see the Reports icon in Analytics

If your Analytics view is missing the Reports icon:

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: Giving users access to Explore.

I can't find Explore. I see Analytics instead

Zendesk rebranded Explore as Analytics. To access it, click the product tray icon () at the top right-hand corner of your screen. Then, select Analytics.

For more information, see this article: Getting started with Zendesk Explore for reporting and analytics.