Overview of the Zendesk Support dashboard

<body>
<p id="docs-hc-snippet" style="display: none;">Explore offers a prebuilt dashboard that displays your Zendesk Support data. You can edit and customize this dashboard by cloning it (seeCloning dashboards). Use this article to learn about the reports available in this dashboard.</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 class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p">Explore offers a prebuilt dashboard that displays your Zendesk Support data. You can edit and
customize this dashboard by cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>). Use this article to learn about the reports
available in this dashboard. </p>
<p class="p"><img class="image img-screenshot" id="topic_knk_pmw_qy__image_yfw_hjx_3qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore-support-dashboard.png" width="600"></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_knk_pmw_qy__ul_fgk_r2n_kkb">
<li class="li"><a class="xref" href="#topic_xct_c2n_kkb">Opening the Support dashboard</a></li>
<li class="li"><a class="xref" href="#topic_b4c_22n_kkb">Understanding the reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xct_c2n_kkb">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Support dashboard</h2>
<div class="body">
<div class="p">
<strong class="ph b">To open the Support dashboard</strong><ol class="ol" id="topic_xct_c2n_kkb__ol_y1g_yrk_hfb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_xct_c2n_kkb__image_d35_ypn_tsb" 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, select the <strong class="ph b">Zendesk Support</strong> dashboard.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_b4c_22n_kkb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the reports</h2>
<div class="body">
<p class="p">The Support dashboard is split into eight tabs</p>
<ul class="ul" id="topic_b4c_22n_kkb__ul_k5l_y2n_kkb">
<li class="li">The <strong class="ph b">Tickets</strong> tab contains reports about tickets created in your Zendesk account.
You can filter the reports by date, group, brand, channel, form, submitter role, and
requester organization.</li>
<li class="li">The <strong class="ph b">Efficiency</strong> tab contains reports that help you evaluate the efficiency of your
agents. You can filter the reports by date, group, brand, channel, form, priority, and
requester organization.</li>
<li class="li">The <strong class="ph b">Assignee Activity</strong> tab helps you to see the results when you assign tickets to
agents and others. You can filter the reports by date, group, assignee, brand, channel,
form, and requester organization.</li>
<li class="li">The <strong class="ph b">Agent Updates</strong> tab shows comments and updates made to tickets by your agents.
You can filter the reports by date, agent, brand, channel, form, group, and requester
organization. Reports on this tab do not reflect messaging conversations; only operations
that directly update tickets are recorded.</li>
<li class="li">The <strong class="ph b">Unsolved Tickets</strong> tab helps you take a detailed look at tickets in your
account that are still open and require attention. You can filter the reports by group,
assignee, brand, channel, priority, and requester organization.</li>
<li class="li">The <strong class="ph b">Backlog</strong> tab helps you look at open ticket activity over a date range you
select. You can filter the reports by group, assignee, brand, channel, priority, and
type.</li>
<li class="li">The <strong class="ph b">Satisfaction</strong> tab helps you take a closer look at customer satisfactions
(CSAT) scores for your tickets. You can filter the reports by date, group, brand, channel,
form, priority, and type.</li>
<li class="li">The <strong class="ph b">SLAs</strong> tab helps you measure your results against SLAs you configured. You can
filter the reports by date, SLA policy, SLA metric, group, brand, form, priority, and
requester organization.</li>
<li class="li">The <strong class="ph b">Group SLAs</strong> tab helps you measure your results against group SLAs you
configured. You can filter the reports by date, group SLA policy, group SLA metric, group,
brand, form, priority, and requester organization.</li>
</ul>
<p class="p">To learn about the available reports on each tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835846810" target="_blank">Analyzing your Support ticket activity and agent performance</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/4408835985434",
"url": "https://support.zendesk.com/hc/en-us/articles/4408835985434",
"headline": "Overview of the Zendesk Support dashboard",
"description": "You can open the Support dashboard to view prebuilt reports on tickets, efficiency, assignee activity, updates, unresolved work, backlog, satisfaction, and SLA results.",
"articleSection": "Viewing and using dashboards",
"datePublished": "2021-10-16T04:06:24+00:00",
"dateModified": "2026-07-09T23:04:56.170313+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408835985434"
},
"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": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script>
</body>