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

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.
The combination of reports you can view or create is almost endless, but some
examples include viewing:

Created tickets, open tickets, and solved tickets
Help center page views
The number of calls that were not answered
Information about your usage of Zendesk Messaging

This article contains the following sections:

Using built-in reports
Creating your own reports
Other suite reporting features



Using built-in reports

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.
Here’s an example of the dashboard for ticketing:

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.
There are dashboards for most suite features, and you can find more
information in the following articles:

Overview of the Zendesk Support
dashboard
Overview of the Zendesk Knowledge
dashboard
Overview of the Zendesk Talk
dashboard
Overview of the Zendesk Chat
dashboard
Overview of the Zendesk Messaging
dashboard
Overview of the Zendesk Answer Bot
dashboard
Overview of the Explore live
dashboard
Overview of the omnichannel routing queues
live monitoring dashboard
Overview of the Generative AI Agent Tools
dashboard
Overview of the Explore live performance data
by channel dashboard
Overview of the Intelligent triage
dashboard
Overview of the omnichannel agent state and
activity dashboard
Overview of the Zendesk Copilot: Agent
productivity dashboard

See Viewing dashboards to learn more about
opening and navigating the dashboards.



Creating your own reports

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.
Most reports in Explore comprise two elements:


Metrics 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.

Attributes are qualitative data that “slice” your metric into
groups defined by the attribute's values. Examples include dates, user groups,
tags, and ticket subjects.

For some examples of metrics and attributes, see Metrics and attributes for Zendesk Support.
A basic report consists of adding metrics and attributes to your report to
display the desired data.
To get you started, we have some great Explore recipes which are short tutorials designed to
help you report on many common business scenarios.
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.
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:
IF (CONTAINS([Ticket subject],"Tweet"))THEN [Ticket ID] ENDIF
There’s a lot more you can do with reports. To get started, see Understanding reports.



Other suite reporting features

While Explore is the primary method to generate reports, the suite also
features other dashboards for reporting. These include:


The Chat dashboard enables
agents to configure their Chat settings, view relevant information, and access
the Chat window.

The Live calls dashboard enables team
managers to see all ongoing calls, listen in on agent conversations, and barge
in on calls when agents need support or escalation.


Continue to Part 10: Enabling customer satisfaction
ratings.