Evaluating reporting and analytics in your Zendesk Suite trial

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<p id="docs-hc-snippet" style="display: none;">This part of theZendesk Suite trial evaluation guidehelps you evaluate reporting and analytics features in the Zendesk Suite to see how they'll work for you. Your trial is on the Suite Professional plan and includes Explore Professional features.</p>
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<p class="p">This part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839376154" target="_blank">Zendesk Suite trial evaluation guide</a> helps you
evaluate reporting and analytics features in the Zendesk Suite to see how they'll work
for you. Your trial is on the Suite Professional plan and includes Explore Professional
features. </p>
<p class="p">Explore for reporting and analytics gives you the tools you need to analyze, understand,
and share your business information. Information for most Zendesk features can be
reported in easy to read prebuilt reports that you can filter to your own needs. When
you want to dig deeper, you can use Explore's powerful reporting tools to build your own
reports.</p>
<p class="p">Follow the steps in this guide to try out reporting and analytics. Each task typically
takes less than 10 minutes to complete (though activating Explore in step 1 can take a
bit longer).</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="Explore_evaluate_trial_account__ul_elj_t5w_r4b">
<li class="li"><a class="xref" href="#topic_zyt_t5w_r4b">Step 1: Activate Explore</a></li>
<li class="li"><a class="xref" href="#topic_j3q_gvw_r4b">Step 2: Take a look at the prebuilt dashboards</a></li>
<li class="li"><a class="xref" href="#topic_ifr_gvw_r4b">Step 3: Create a simple custom report (Professional and Enterprise)</a></li>
<li class="li"><a class="xref" href="#topic_utr_gvw_r4b">Step 4: Create a dashboard (Professional and Enterprise)</a></li>
<li class="li"><a class="xref" href="#topic_i3s_gvw_r4b">Step 5: Share your dashboard</a></li>
<li class="li"><a class="xref" href="#topic_twv_mvw_r4b">What's next?</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zyt_t5w_r4b">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Activate Explore</h2>
<div class="body">
<p class="p">Before you can start digging into your data, you'll need to activate Explore. This is
a necessary step as you might have already created tickets in Support, articles in
Guide, or tested other support processes. Explore needs to examine the products you
have installed and read in the necessary data you'll need to view and create
reports. This is a once only operation for you to perform and might take up to two
hours. Don't worry, your agents won't have to perform this step.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_zj4_vvw_r4b">
<h3 class="title topictitle3" id="ariaid-title3">Try it out</h3>
<div class="body">
<p class="p">In this section, you'll open and activate Explore for the first time. If another
admin has already done this, you can skip activation, but you'll need to make
sure that an admin has given you access to complete the rest of this
evaluation.</p>
<p class="p"><strong class="ph b">To open and activate Explore</strong></p>
<ol class="ol" id="topic_zj4_vvw_r4b__ol_ydl_qxw_r4b">
<li class="li">Click the Zendesk products menu in the top bar, then select
<strong class="ph b">Analytics</strong>.<p class="p"><img class="image" id="topic_zj4_vvw_r4b__image_ag1_42t_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/product_tray_v2.png" width="200"></p>
</li>
<li class="li">Explore opens on the activation page. Click <strong class="ph b">Activate</strong> to start setting
things up. This might take up to two hours, but if you are testing a new
account, it will usually take less time.<p class="p"><img class="image img-screenshot" id="topic_zj4_vvw_r4b__image_pnj_zxw_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_activation_3.png" width="500"></p>
</li>
<li class="li">Once Explore notifies you that it's finished setting up, you're ready to go.
If you want any other agents to help evaluate Explore, you'll need to give
them access. Read <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Giving agents access to Explore</a> if
you want to do this.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_j3q_gvw_r4b">
<h2 class="title topictitle2" id="ariaid-title4">Step 2: Take a look at the prebuilt dashboards</h2>
<div class="body">
<p class="p">Now that you've set up Explore, you can start looking at some of the best practices
dashboards that Zendesk created for you. A dashboard is a collection of reports
collected on one or more pages. The available dashboards change regularly, but you
can read all about them in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846844826" target="_blank">Understanding dashboards</a> or, as you'll learn shortly,
you can just browse the list yourself.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ng4_xvw_r4b">
<h3 class="title topictitle3" id="ariaid-title5">Try it out</h3>
<div class="body">
<p class="p">In this example, you'll take a look at the prebuilt Zendesk Support dashboard to
discover the average number of tickets created in your Zendesk instance each day
of the week.</p>
<p class="p"><strong class="ph b">To see the report</strong></p>
<ol class="ol" id="topic_ng4_xvw_r4b__ol_w3m_x1x_r4b">
<li class="li">Click the Zendesk products menu in the top bar, then select
<strong class="ph b">Analytics</strong>.</li>
<li class="li">Click the <strong class="ph b">Dashboards</strong> icon (<img class="image" id="topic_ng4_xvw_r4b__image_fz3_jsn_z3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, choose the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">In the Zendesk Support dashboard, scroll down until you see the <strong class="ph b">Average
tickets created by day of week report</strong>.<p class="p"><img class="image img-screenshot" id="topic_ng4_xvw_r4b__image_p3j_gbx_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-7.png" width="350"></p>
</li>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're wondering how often these reports update with new information, it depends
on which plan you're using. Explore Lite reports update every day, Explore
Professional and Enterprise reports update once an hour (though Explore
Enterprise also features some reports that update in near-real-time). For
detailed information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
plans</a>.</div>
</div>
<p class="p">If you're using Explore Lite, you can skip to the <a class="xref" href="#topic_twv_mvw_r4b">What's next?</a> section, but if you're interested in the more advanced
reports you can create and share with Explore Professional and Enterprise, feel
free to read on.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ifr_gvw_r4b">
<h2 class="title topictitle2" id="ariaid-title6">Step 3: Create a simple custom report (Professional and Enterprise)</h2>
<div class="body">
<p class="p">Sometimes, the prebuilt dashboards don't contain exactly the report that you need. In
many cases however, you can create your own. Explore Professional and Enterprise
include many hundreds of metrics and attributes you can use to mix-and-match your
own reports. In this section, you'll learn a basic example of creating a custom
report and learn how to find many more examples.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zhs_xvw_r4b">
<h3 class="title topictitle3" id="ariaid-title7">Try it out</h3>
<div class="body">
<p class="p">In this custom report, you'll create a simple report that shows one-touch
tickets. These are tickets that were solved with only one agent reply. This
report is a great way to gain context into your support efforts. Feel free to
experiment with the various settings to get different results.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_zhs_xvw_r4b__ol_z4q_g2x_r4b">
<li class="li" dir="ltr">In Explore, click the reports (<img class="image" height="16" id="topic_zhs_xvw_r4b__image_apq_g2x_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li class="li" dir="ltr">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li" dir="ltr">On the <strong class="ph b">Select a dataset</strong> page, click <strong class="ph b">Support</strong> &gt;
<strong class="ph b">Support - Tickets</strong> and then click <strong class="ph b">Start report</strong>. The report
builder opens.</li>
<li class="li" dir="ltr">Next, add your metric, the thing you want to measure. In this
case, you'll add the number of one-touch tickets. In the <strong class="ph b">Metrics</strong>
panel, click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">From the list of metrics, choose <strong class="ph b">Agent replies distribution</strong>
&gt; <strong class="ph b">One-touch tickets</strong>, then click <strong class="ph b">Apply</strong>.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_zhs_xvw_r4b__image_bpq_g2x_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_18.png"></p>
<p class="p">Explore displays the total number of
one-touch tickets in your account.</p>
</li>
<li class="li" dir="ltr">Explore reports can return a lot of data. Using filters is a great
way to restrict the results you return. In the <strong class="ph b">Filters</strong> panel, click
<strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">From the list of attributes, choose <strong class="ph b">Time - Ticket solved</strong> &gt;
<strong class="ph b">Ticket solved - Date</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Filters</strong> panel, click the <strong class="ph b">Ticket solved - Date</strong>
filter you just added.</li>
<li class="li" dir="ltr">On the filter page, click <strong class="ph b">Edit date ranges</strong>.</li>
<li class="li" dir="ltr">On the <strong class="ph b">Advanced</strong> tab of the <strong class="ph b">Date range</strong> page, choose
an appropriate range to view, such as 30 days in the past, then click
<strong class="ph b">Apply</strong>.<p class="p" dir="ltr"><img class="image img-screenshot" height="545" id="topic_zhs_xvw_r4b__image_cpq_g2x_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_19.png" width="850"></p>
</li>
<li class="li" dir="ltr">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">From the list of attributes, choose <strong class="ph b">Time - Ticket solved</strong> &gt;
<strong class="ph b">Ticket solved - Date</strong>, then click <strong class="ph b">Apply.</strong>
</li>
<li class="li" dir="ltr">From the visualization type menu (<img class="image" id="topic_zhs_xvw_r4b__image_pht_s2x_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png" width="16">), choose a <strong class="ph b">Line</strong>
chart.<p class="p"><img class="image img-screenshot" id="topic_zhs_xvw_r4b__image_epq_g2x_r4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_222.png" width="500"></p>
</li>
<li class="li">Click the title at the top of the report (by default, "New report") and
enter a new name for it like <strong class="ph b">One-touch tickets by date</strong>.</li>
<li class="li">When you're finished, click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">For a more detailed introduction, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>. This custom report
was taken from our extensive collection of sample Explore reports known as
recipes. See them all at <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149172890" target="_blank">Explore recipes reference</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_utr_gvw_r4b">
<h2 class="title topictitle2" id="ariaid-title8">Step 4: Create a dashboard (Professional and Enterprise)</h2>
<div class="body">
<p class="p">Reports are great, but you'll usually want to collect bunch of reports together to
send them to others in your organization. Explore <em class="ph i">dashboards</em> are used to
accomplish this. There are two ways you can do this:</p>
<ul class="ul" id="topic_utr_gvw_r4b__ul_dfx_jfx_r4b">
<li class="li">Create a copy of an existing dashboard or one of the prebuilt dashboards and
edit it.</li>
<li class="li">Create a brand new dashboard.</li>
</ul>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_wtv_xvw_r4b">
<h3 class="title topictitle3" id="ariaid-title9">Try it out</h3>
<div class="body">
<p class="p">In this example, you'll create a new dashboard and add the report you created in
<a class="xref" href="#topic_ifr_gvw_r4b">Step 3</a>.</p>
<p class="p">To find all you need to know to create your own dashboards, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831595418" target="_blank">Creating dashboards</a>.</p>
<p class="p"><strong class="ph b">To create the dashboard</strong></p>
<ol class="ol" id="topic_wtv_xvw_r4b__ol_zzn_hmc_s4b">
<li class="li">In Explore, click the <strong class="ph b">Dashboards library</strong> icon (<img class="image" id="topic_wtv_xvw_r4b__image_a14_hmc_s4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) on the left side bar.</li>
<li class="li">Click <strong class="ph b">New dashboard</strong>.<p class="p"><img class="image img-screenshot" id="topic_wtv_xvw_r4b__image_b14_hmc_s4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_new_dashboard.png"></p>
<p class="p">A new blank dashboard opens.</p>
</li>
<li class="li">In your new dashboard, click <strong class="ph b">Add</strong> &gt; <strong class="ph b">Add report</strong>.</li>
<li class="li">On the <strong class="ph b">Add report</strong> page, choose the <strong class="ph b">One-touch tickets by date</strong>
report you created in <a class="xref" href="#topic_ifr_gvw_r4b">Step
3</a>, then click <strong class="ph b">Add reports</strong>.<p class="p"><img class="image img-screenshot" id="topic_wtv_xvw_r4b__image_e21_l4c_s4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_eval_trial_2.png" width="500"></p>
</li>
<li class="li">Your report is added to the dashboard. You'll notice it probably looks too
small or is in the wrong place. You can drag it around and resize it just
like you'd resize a window on your computer.</li>
<li class="li">Once you've got the report positioned just how you want it, click the title
at the top of the dashboard (by default <strong class="ph b">Untitled</strong>) and give the
dashboard a name like <strong class="ph b">One-touch tickets dashboard</strong>.<p class="p"><img class="image img-screenshot" id="topic_wtv_xvw_r4b__image_azf_dpc_s4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_eval_trial_3.png" width="500"></p>
<p class="p">The dashboard is saved
automatically. Keep it open and move onto <a class="xref" href="#topic_i3s_gvw_r4b">Step 5</a>.</p>
</li>
</ol>
<p class="p">To find all you need to know to create your own dashboards, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831595418" target="_blank">Creating dashboards</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_i3s_gvw_r4b">
<h2 class="title topictitle2" id="ariaid-title10">Step 5: Share your dashboard</h2>
<div class="body">
<p class="p">You can share dashboards with agents in your Zendesk account, groups of agents, and
with some Explore plans, people who don't have an account in your Zendesk instance. </p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_n2z_xvw_r4b">
<h3 class="title topictitle3" id="ariaid-title11">Try it out</h3>
<div class="body">
<p class="p">In this example, you'll share your dashboard with a single person.</p>
<p class="p"><strong class="ph b">To share your dashboard</strong></p>
<ol class="ol" id="topic_n2z_xvw_r4b__ol_wdl_yqc_s4b">
<li class="li">In your dashboard, click <strong class="ph b">Share</strong>.</li>
<li class="li">On the <strong class="ph b">Share dashboard</strong> page, find and select the people or groups you
want to share the dashboard with (this example uses "Rob Stack"). You can
type a partial name into the filter box to filter how many names and groups
are shown in the list.<p class="p"><img class="image img-screenshot" id="topic_n2z_xvw_r4b__image_w22_ltc_s4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_eval_trial_4.png" width="400"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Invite</strong>.</li>
</ol>
<p class="p">The people you invite will receive an email. The email contains a link they can
click to access the dashboard. If you later make updates to the dashboard, the
people you invited will not see the updates unless you <em class="ph i">publish</em> the
dashboard first (from the same menu you found the <strong class="ph b">Share</strong> command).</p>
<p class="p">To learn all you need to know about sharing dashboards, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827282714" target="_blank">Sharing dashboards</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_twv_mvw_r4b">
<h2 class="title topictitle2" id="ariaid-title12">What's next?</h2>
<div class="body">
<p class="p">If you're ready to start digging further into Explore, start with out <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831710618" target="_blank">getting started guide</a>. To see all of the Explore
documentation and information about free training, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846357018" target="_blank">Zendesk Explore resources for reporting and
analytics</a>.</p>
</div>
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