Explore offers a prebuilt dashboard that displays your Zendesk Support data. You can edit and customize this dashboard by cloning it (see克隆仪表板). Use this article to learn about the reports available in this dashboard.
This article contains the following topics:
Opening the Support dashboard
To open the Support dashboard
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
Understanding the reports
The Support dashboard is split into eight tabs
- TheTicketstab 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.
- TheEfficiencytab 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.
- TheAssignee Activitytab 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.
- TheAgent Updatestab 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.
- TheUnsolved Ticketstab 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.
- TheBacklogtab 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.
- The坐isfactiontab 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.
- TheSLAstab 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.
- TheGroup SLAstab 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.
To learn about the available reports on each tab, seeAnalyzing your Support activity with Explore.
7 Comments
Thanks for the explanation Heather.
Hi there,
There are no dashboards at all in my 'explore' section. How can I get access to this?
Thanks
Mickey
Hi MIchael,
What's your Zendesk subdomain?
When viewing the Efficiency tab (or others) in the default Support Dashboard, are the data points representing total calendar hours or business hours based on a schedule?
I do have a schedule established, but didn't know if I needed to edit the default queries such as "First Reply Time Median" to ensure it's reflecting my business hours specifically.
The queries under the Efficiency tab of the prebuilt dashboard uses the calendar hour metrics. Yes, you can edit the default queries if you need to use the business hour metrics, but the updates wouldn't reflect on the default dashboard. You can clone the prebuilt Support dashboard and use that moving forward if you need to make modifications, or create a dashboard from scratch.
你好,
Can I pick default ticket groups for a clone of the support dashboard?
Thanks
This would be via Bookmarks, when you add a bookmark interactive widget, it freezes the current state of filters. Viewers can switch to different bookmarks to see different filter states.
For reference, please see this article here:Using bookmarks to save filtered dashboard statesthat talks over adding Bookmarks and just how you can set them up. I hope this helps. Thank you!
Pleasesign into leave a comment.