Zendesk Explore for reporting and analytics is designed to help you analyze, understand, and share your business information. Explore provides powerful, built-in reports that help you to view and analyze key information about your customers, and your support resources. When you need reports that are tailored to your unique needs, you can use the tools in Explore to build your own reports.
Once your report is ready, Explore helps you to share and collaborate on it with others. Reports can be shared on a one-time, or recurring basis to anyone in your organization and with some plans, to individuals who are not part of your support team.
In this series of getting started articles, you'll learn the basics you need to quickly get up and running with Explore. If you are new to Explore, start with these articles. For more resources, seeNext stepsat the end of this article. If you're unsure about any of the terms used in this article, you can look them up in theZendesk Explore glossary.
This article contains the following topics:
Understanding Explore versions
Explore comes in three versions:
- Explore Lite:Gives you a selection of pre-built dashboards that you can use to analyze and understand Zendesk products.
- Explore Professional:Includes the pre-built dashboards and tools to help you design, customize, and share your own reports.
- Explore Enterprise:Builds on the capabilities of Explore Professional with enterprise-level features including live dashboards and advanced dashboard sharing capabilities.
For a complete list of capabilities, seeComparing Explore versions.
On-demand training for Explore
Zendesk offers free, on-demandtraining courses for Explore.
For a list of training for all Zendesk products, see theZendesk trainingpage.
Activating Explore
Before you can use Explore, you must activate it.
To activate Explore, you must havean Admin rolein your Support instance and use a supported web browser.
When you first start Explore, it prepares your Zendesk data for reporting. Depending on the amount of information and tickets you have, this could take from a few minutes to a few hours. You can select an option to have Explore inform you when it's ready for use. For more information, seeActivate Explore.
Learning Explore features
This section introduces you to some of the main concepts you'll need to learn to get the best from Explore. To use most of the features and capabilities in this section, you'll need Explore Professional or Enterprise.
这一部分反对tains the following topics:
Giving access to Explore
To help ensure the security of your business information, Explore provides different user roles and permissions that give different levels of access to Explore's capabilities. Before your agents can access Explore, you must configure their roles and permissions.
The following roles can be configured:
- Editorscan create custom reports and dashboards.
- Adminshave all the same abilities as editors, but can manage viewers and permissions as well.
- Viewerscan view and interact with pre-built and shared dashboards.
- No accesscannot view or access Explore. This is the default role assigned to new users.
If you are using Support Professional, Explore permissions are configured by an admin in the Zendesk Admin Center. With Support Enterprise, you configure permissions by using custom roles.
For more information, seeGiving agents access to Explore.
Dashboards
A dashboard is your window into your business information.
Zendesk provides you with pre-built dashboards that contains information about your support metrics, agent activity, and more. You can use pre-built best practices dashboards, duplicate them to create editable copies, or create completely new dashboards.
A dashboard is made up from components known aswidgetswhich can contain a range of different items such as reports, images, text, and more. You can add as many widgets as you want to a dashboard, and arrange them in whatever format suits your needs. Finally, you canshare dashboardswith others in your organization.
For more information, see:
Datasets
- Metricsarequantitativedata like the number of tickets, or the number of phone calls.
- Attributesarequalitativedata like agent names and ticket channels. Adding an attribute to a report "slices" your results to make them more useful.
Before you begin to create report, you must choose a dataset that gives access to the information you want. Explore features a range of different datasets that enable you to query your support tickets, Talk calls, and more. Typically, you will choose one of these prebuilt datasets. However, you can also create copies of these datasets for testing (for example, if you want to create custom metrics).
For more information, seeWorking with datasets.
Reports
A report is a question you ask about your business information. You can ask simple question like “How many tickets do I have in an open status?” or complex questions like “Between March and December, which agents closed the most tickets?”
Report results are typically displayed as charts or tables. Explore chooses the most suitable chart format, but you can change that if you want. Once you’ve created a report, you can perform many operations on it like changing units, format, presentation, or adding complex calculations that manipulate the report results.
For more information, see:
Sharing and publishing
After you create a dashboard, you’ll likely want to share it with others in your organization. Sharing a dashboard sends an email inviting others to view it. You can additionally configure dashboards to be sent by email on a regular schedule.
你可以修改一个仪表板莎尔之后e it. When you are ready for others to see your changes, republish the dashboard.
For more information, see:
Next steps
Getting started guides
This article has given you an overview of the basic features of Zendesk Explore. However, Explore is capable of much more. For getting started information about other parts of Explore, see the following articles:
More resources
The following are some great resources for finding your way around Explore and the documentation:
- Zendesk Explore Resources: A useful map of all available Explore documentation.
- Zendesk Explore FAQ: Answers to your frequently asked questions about Explore.
- 如果你是一个洞察用户,我们的Upgrading from Insights to Exploreguide will help you move over to Explore.
- Our recipes will help you report for common business scenarios with Explore. For details, seeZendesk Explore recipes reference.
8 Comments
Hi, We have Zendesk Support Team.
According to the matrix at the top of tis article Explore is available for the "Team" edition. But every time I try and add the product it is requesting that I move to the "Profession" edition. Why is it request this?
Thanks
Hi Warren,
Thanks for reaching out! Zendesk Explore function is available to the latest Zendesk Suite Team plan and up and not to your current plan Support Team plan. You may need to upgrade your plan to either a Zendesk Suite Team plan or a Support Professional plan in order to have access to Zendesk Explore. For more information, you can check this article:About the Zendesk Explore plan types
Kind regards,
Zendesk Team,
Are there any plans to allow for Administrative type queries to be built? For context, I am the Account Owner and Administrator for my company's Zendesk instance. At times, I would like to be able to perform audits on users, like the Groups they're associated with, Macro usage details, etc. I know I can currently run these types of queries using JSON, but it would be nice if there was a way to natively run some of these items.
Sincerely,
Michael Konstantin
Sr. Systems Administrator
Certified Zendesk Support Administrator
Just an FYI: There is a typo in this document. I wanted to let you know because I would appreciate it if someone told me, had they noticed it. Thanks!
HiSHANNON CHAPMAN当然,我做一个ppreciate it :-)
Thanks so much for spotting and reporting this typo! It's now fixed.
Hi Zendesk Team,
Does Zendesk have built-in capabilities to perform analysis of the feedback from incoming channels based on content of the feedback? For example, performing sentiment or other forms of CSAT analysis from unstructured data
We don't currently have built-in sentiment analysis, but there are several third-party app integrations that can provide this functionality://www.ying8.net/marketplace/apps/?query=sentiment
Thanks for your post!
Pleasesign into leave a comment.