Getting started with Zendesk Suite - Part 9: Reporting on support activity

<body>
<p id="docs-hc-snippet" style="display: none;">Articles in the series</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

</div>
<div class="front-matter"></div>
<div class="container"><div class="row">
<div class="col-md-3">
<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="zs_getting_started_suite_10__ul_ic2_b1t_x5b">
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4408881937306">Introduction: Getting started with Zendesk
Suite</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944856070426">Part 1: Accessing Zendesk Suite admin
settings</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944849237658">Part 2: Adding team members</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944925937818">Part 3: Understanding how end user accounts are
handled</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944919944730">Part 4: Managing user access security and
authentication</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944930820506">Part 5: Adding support channels</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944922385050">Part 6: Routing incoming support requests</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4945055494170">Part 7: Managing support requests during
non-business hours</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944993140762">Part 8: Guaranteeing customer support
expectations with service level agreements</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944968790426">Part 9: Reporting on support activity</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944994159130">Part 10: Enabling customer satisfaction
ratings</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6501074649242">Part 11: Leveraging AI features with Zendesk</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970330138">Part 12: Using the Zendesk developer platform to
extend your support solution</a>
</li>
<li class="li">
<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970747418">Part 13: Rolling out your Zendesk Suite support
solution</a>
</li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6579939982746">Part 14: Additional features</a></li>
<li class="li"> </li>
</ul>
</div>
<div class="col-md-9">

<div class="body">

<p class="p" dir="ltr">After you get the suite up and running, you’ll want to start finding out how
well your support is functioning. Explore, the suite’s built-in reporting feature, is the
primary tool you’ll use to examine your support activity across all channels. </p>
<p class="p" dir="ltr">The combination of reports you can view or create is almost endless, but some
examples include viewing:</p>
<ul class="ul" id="zs_getting_started_suite_10__ul_qkl_kf3_hvb">
<li class="li" dir="ltr">Created tickets, open tickets, and solved tickets</li>
<li class="li" dir="ltr">Help center page views</li>
<li class="li" dir="ltr">The number of calls that were not answered</li>
<li class="li" dir="ltr">Information about your usage of Zendesk Messaging</li>
</ul>
<p class="p" dir="ltr">This article contains the following sections:</p>
<ul class="ul" id="zs_getting_started_suite_10__ul_rkl_kf3_hvb">
<li class="li" dir="ltr"><a class="xref" href="#topic_cbl_lf3_hvb">Using built-in reports</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_sf1_mf3_hvb">Creating your own reports</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_az1_mf3_hvb">Other suite reporting features</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cbl_lf3_hvb">
<h2 class="title topictitle2" id="ariaid-title2">Using built-in reports</h2>
<div class="body">
<p class="p" dir="ltr">The suite includes many prebuilt reports you can use to monitor activity
across all your channels. These reports appear in dashboards that you can share with
others. </p>
<p class="p" dir="ltr">Here’s an example of the dashboard for ticketing:</p>
<p class="p" dir="ltr"><img alt="Explore dashboard" class="image img-screenshot" id="topic_cbl_lf3_hvb__image_ihz_jy5_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore-support-dashboard.png" width="800"></p>
<p class="p" dir="ltr">Each dashboard contains many reports based on best practices for monitoring
support activity and agent performance. You can filter these reports to refine your
results. For example, the Support dashboard displays the number of tickets you’ve
solved, but you can filter this by the channel that generated the ticket, the ticket
group, and more. </p>
<p class="p">There are prebuilt dashboards for most Suite features. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846844826#topic_a1n_2vy_5sb" target="_blank">Using prebuilt dashboards</a>.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831997466-Viewing-dashboards" target="_blank">Viewing dashboards</a> to learn more about
opening and navigating the dashboards.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sf1_mf3_hvb">
<h2 class="title topictitle2" id="ariaid-title3">Creating your own reports</h2>
<div class="body">
<p class="p" dir="ltr">The prebuilt dashboards are great, but sometimes you need a report that
isn’t available. When that happens, depending on your Explore plan level, you might
be able to create it yourself.</p>
<p class="p" dir="ltr">Most reports in Explore comprise two elements:</p>
<ul class="ul" id="topic_sf1_mf3_hvb__ul_znl_fg3_hvb">
<li class="li" dir="ltr">
<strong class="ph b">Metrics</strong> are quantifiable data that represent the things you
want to measure. A report must always contain at least one metric. Examples
include the number of tickets, number of updates, and number of comments.</li>
<li class="li" dir="ltr">
<strong class="ph b">Attributes</strong> are qualitative data that “slice” your metric into
groups defined by the attribute's values. Examples include dates, user groups,
tags, and ticket subjects.</li>
</ul>
<p class="p" dir="ltr">For some examples of metrics and attributes, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Metrics and attributes for Zendesk Support</a>.</p>
<p class="p" dir="ltr">A basic report consists of adding metrics and attributes to your report to
display the desired data.</p>
<p class="p" dir="ltr">To get you started, we have some great <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149172890" target="_blank">Explore recipes</a> which are short tutorials designed to
help you report on many common business scenarios.</p>
<p class="p" dir="ltr">You can modify any report you create. For example, you can change the chart
style, filter it by date, return only top (or bottom) results, and much more.</p>
<p class="p" dir="ltr">Sometimes, you won’t find the metric or attribute you want. In that case,
you might be able to build your own. For example, here’s a custom attribute that
returns the tickets with the word “Tweet” in the subject line:</p>
<pre class="pre">IF (CONTAINS([Ticket subject],"Tweet"))THEN [Ticket ID] ENDIF</pre>
<p class="p">There’s a lot more you can do with reports. To get started, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839341082-Understanding-reports" target="_blank">Understanding reports</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_az1_mf3_hvb">
<h2 class="title topictitle2" id="ariaid-title4">Other suite reporting features</h2>
<div class="body">
<p class="p" dir="ltr">While Explore is the primary method to generate reports, the suite also
features other dashboards for reporting. These include:</p>
<ul class="ul" id="topic_az1_mf3_hvb__ul_swn_2g3_hvb">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843434778" target="_blank"><u class="ph u">The Chat dashboard</u></a> enables
agents to configure their Chat settings, view relevant information, and access
the Chat window.</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885902490" target="_blank">The Live calls dashboard</a> enables team
managers to see all ongoing calls, listen in on agent conversations, and barge
in on calls when agents need support or escalation.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10904539462298" target="_blank">Workforce activity tracking</a> lets
admins track agent activity in real time and view scheduled activities over time
to help keep work aligned with planned workflows. It includes the core
performance indicator <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM#topic_xwv_3n4_52c__a_h_t" target="_blank">average handle time</a> (AHT), which helps
measure efficiency.</li>
</ul>
<p class="p"></p>
<p class="p">Continue to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944994159130" target="_blank">Part 10: Enabling customer satisfaction
ratings</a>.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4944968790426",
"url": "https://support.zendesk.com/hc/en-us/articles/4944968790426",
"headline": "Getting started with Zendesk Suite - Part 9: Reporting on support activity",
"description": "You learn to use built-in dashboards and custom reports to measure support activity, including tickets, page views, calls, and messaging usage.",
"articleSection": "Getting started with Customer Service Suite",
"datePublished": "2022-09-13T17:10:21+00:00",
"dateModified": "2026-07-17T09:28:28.248376+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4944968790426"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Suite",
"@id": "https://support.zendesk.com/hc/en-us/sections/6968621013914"
}
}
}</script>
</div>
</div></div>
<script>
let link = document.createElement('link');
link.rel = 'stylesheet';
link.href = 'https://cdn.jsdelivr.net/npm/bootstrap@5.3.3/dist/css/bootstrap.min.css';
link.integrity = 'sha384-QWTKZyjpPEjISv5WaRU9OFeRpok6YctnYmDr5pNlyT2bRjXh0JMhjY6hW+ALEwIH';
link.crossOrigin = 'anonymous';
document.head.appendChild(link);

const style = document.createElement('style');
style.innerHTML = `
.col-md-3 {
padding-left: 0px;
}
.col-md-9 {
padding: 0px;
}
.sidenav-heading {
line-height: 1.5x;
padding-top: 2px;
margin-bottom: 0.5rem;
font-weight: 600;
color: #585858;
}
.nav-underline {
--bs-nav-underline-gap: 2px;
}
.what-plan-p {
line-height: 3rem;
}
img {
vertical-align: baseline;
}
.article-body .nav {
list-style-type: none;
padding-left: 0px;
margin-top: 0px;
margin-left: 0px;
}
.article-body .nav-link {
text-decoration: none;
}
`;
document.head.appendChild(style);
</script>
</body>