Zendesk Explore features a prebuilt dashboard to help you monitor many details about your tickets, efficiency, and performance with Zendesk Support. The dashboard can help you identify your ticket backlog, customer satisfaction, agent activity, SLAs, and more.
This article contains the following topics:
Opening the Support dashboard
Use the following procedure to access the Support dashboard.
- In Explore, click theDashboardicon (
) in the left sidebar. - From the list of dashboards, select theZendesk Supportdashboard.
Understanding the Support dashboard reports
The Support dashboard contains the following tabs:
- Tickets tab
- Efficiency tab
- Assignee activity tab
- Agent updates tab
- Unsolved tickets tab
- Backlog tab
- Satisfaction tab
- SLAs tab
- Group SLAs tab
Tickets tab
TheTicketstab contains reports about tickets created in your Zendesk account. You can filter the reports by time, group, brand, channel, form, submitter role, and requester organization.
On this tab, the time filter is based on the ticket creation date, unless otherwise noted in the report descriptions below.
To open the Tickets dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theTicketstab.
Tickets tab headline metrics
This tab displays the following headline metrics (KPIs):
- Created tickets:The number of tickets created in your Support account.
- Unsolved tickets:The number of unsolved tickets. These are tickets that do not have a Closed or Solved status.
- Solved tickets:The number of solved tickets. These are tickets that have a Solved or Closed status. The time filter for this report is based on the ticket solved date.
- One-touch tickets:The percentage of tickets that were solved with one agent reply. The time filter for this report is based on the ticket solved date.
- Reopened tickets:The percentage of reopened tickets that were previously marked as Solved. The time filter for this report is based on the ticket solved date.
Tickets tab reports
This tab displays the following reports:
- Tickets created by hour:The percentage of tickets created each hour (0-23).
- Average tickets created by day of week:The average number of tickets created for each day of the week.
- Tickets created by date:The total number of tickets created each day for the date range you choose. You can hover over a data point on the graph to see how many of the created tickets have been solved.
- Tickets by selected attribute (top 10):The percentage of tickets for each type of the attribute you select. For example, if you selectTicket channel, you'll see the percentage of tickets that were created by each channel during the date range you selected.
- Tickets created by date and channel (top 10):The number of tickets created each day for the date range you chose sliced by the channel from which the ticket was received.
- Tickets created by month/year:Displays the number of tickets created each month for the years you select. You can overlay data from the last five years to help you compare. The current month's data is not displayed until the end of the month. This report is excluded from the tab's time filter.
Efficiency tab
TheEfficiencytab contains reports that help you evaluate the efficiency of your agents. You can filter the reports by time, group, brand, channel, form, priority, and requester organization.
On this tab, the time filter is based on the ticket solved date, unless otherwise noted in the report descriptions below.
To open the Efficiency dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theEfficiencytab.
Efficiency tab headline metrics
This tab displays the following headline metrics (KPIs):
- First reply time median:The median time from when the ticket was first created until an agent first replied. The time filter for this report is based on the ticket created date.
- First resolution time median:The median time from the creation of a ticket until it was first closed or solved.
- Full resolution time median:The median time from the creation of a ticket until it was fully closed or solved.
- Group stations average:The average number of groups a ticket was assigned to.
- Assignee stations average:The average number of agents a ticket was assigned to.
Efficiency tab reports
This tab displays the following reports:
- Tickets by first reply time brackets:A bracketed list showing the percentage of tickets first reply times that fall into various brackets. For example, in the screenshot below, 12% of tickets were replied to in more than 24 hours. The time filter for this report is based on the ticket created date.
- Tickets by full resolution time brackets:A bracketed list showing the percentage of tickets full resolution times that fall into various brackets. For example, in the screenshot below, 10% of tickets were fully resolved in 5-24 hours.
- First reply and assignment time median over time:A comparison between the median first reply time and the median first assignment time over the date range you selected. The time filter for this report is based on the ticket created date.
- Full resolution and requester wait time median over time:A comparison between the amount of time it took to solve a ticket, and the median time a ticket spend in the New, Open, or On-hold status.
- Tickets by agent replies brackets:The bracketed percentage of agent replies for tickets. In the example below, 12% of tickets had 2 agent replies.
- Tickets by group stations brackets:The bracketed number of groups that were assigned to tickets. In the example below, 56% of tickets were assigned to two or three groups.
- Agent replies average and resolutions over time:The average number of agent replies and the total number of tickets solved on a daily basis. You can hover over a data point to see the exact results for a day.
- Assignee and group stations average over time:Displays both the average number of agent tickets were assigned to and the average number of groups associated with a ticket.
Assignee activity tab
TheAssignee Activitytab helps you to see the results when you assign tickets to agents and others. You can filter the reports by time, group, assignee, brand, channel, form, and requester organization.
On this tab, the time filter is based on the ticket solved date.
To open the Assignee activity dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theAssignee activitytab.
Assignee activity tab headline metrics
This tab displays the following headline metrics (KPIs):
- Solved tickets:The number of solved and closed tickets that were resolved during the selected date range.
- Requester wait time median:The median time that tickets spent in the new, open, or on-hold statuses.
- Assignment to resolution:The median time from the last agent assignment until the ticket was resolved.
- One-touch tickets:The percentage of tickets that were resolved with only one agent reply.
- Two-touch tickets:The percentage of tickets that were resolved after two agent replies.
Assignee activity tab reports
This tab displays the following reports:
- Good vs bad satisfaction tickets:A pie chart showing the percentage of rated tickets that received a satisfaction rating of good or bad.
- Tickets by requester wait time brackets:A bracketed list showing the requester wait time for tickets. In this example, 12% of tickets took between 1 and 3 days before the requester received a response.
- Satisfaction score and requester wait time median by date:A comparison of the customer satisfaction rating against the amount of time they had to wait for a response from an agent.
- Assignee activity:A detailed list of your agents and their activities including the number of tickets they solved, their average reply time, and more.
Agent updates tab
TheAgent Updates选项卡显示评论和更新票by your agents. You can filter the reports by time, agent, brand, channel, form, group, and requester organization.
On this tab, the time filter is based on the update date.
To open the Agent updates dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theAgent updatestab.
Agent updates tab headline metrics
This tab displays the following headline metrics (KPIs):
- Public comments:The total number of tickets where public comments from an agent are included.
- Internal comments:The total number of tickets where internal comments from an agent are included.
- Tickets commented:The number of tickets with an agent comment, whether public or internal.
- Tickets solved:The number of tickets that were marked as solved by an agent.
- Tickets created:The number of tickets that were created by an agent.
Agent updates tab reports
This tab displays the following reports:
- Agent comment averages by date:A comparison of the total number of comments on tickets and the number of those comments that were public or internal.
- Tickets commented, created and solved by date:A comparison of the number of tickets created, solved, and commented on over the selected date range.
- Agent updates:For each agent, displays detailed information about updates they made to tickets including comments, solves, creation, and more.
Unsolved tickets tab
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.
To open the Unsolved tickets dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theUnsolved ticketstab.
Unsolved tickets tab headline metrics
This tab displays the following headline metrics (KPIs):
- Unsolved tickets:Tickets that are not in a Solved or Closed status.
- New and open tickets:Tickets that are in a New or Open status.
- Unreplied unsolved tickets:Unsolved tickets with no agent replies.
- Time since update median:The median time since unsolved tickets were updated.
- Ticket age median:The median time since unsolved tickets were created.
Unsolved tickets tab reports
This tab displays the following reports:
- Unsolved tickets by status:A pie chart showing the percentage of tickets that are in a New, Open, Pending, or On-hold status.
- New and open tickets by assignment status:A pie chart showing the percentage of tickets in the Open or New state that are assigned, or unassigned.
- Unsolved tickets by selected attribute (top 10):A stacked chart displaying the percentage of tickets in the new, open, pending and on-hold statuses for the attribute you choose. You can choose from ticket brand, channel, form, group, priority, or type.
- Unsolved tickets by creation month:A stacked chart showing all unsolved tickets over the date range you selected. The stacks indicate whether the ticket is New, Open, Pending, or On-Hold.
- Unsolved tickets:A detailed list of unsolved tickets sorted by agent name.
Backlog tab
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.
This tab contains no headline metrics.
To open the Backlog dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theBacklogtab.
Backlog tab reports
This tab displays the following reports:
- Daily historical backlog by status (30 days):A list of your open ticket backlog over the last 30 days to help you identify trends.
- Weekly historical backlog by status (12 weeks):的一个列表打开过去1票积压2 weeks to help you identify trends.
- Weekly historical backlog by selected attribute (top 10/12 weeks):The number of unsolved tickets at the end of each week for the last 12 weeks. Choose a tab to display results by ticket brand, group, channel, priority, or type.
Satisfaction tab
TheSatisfactiontab helps you take a closer look at customer satisfactions (CSAT) scores for your tickets. You can filter the reports by time, group, brand, channel, form, priority, and type.
On this tab, the time filter is based on the ticket solved date, unless otherwise noted in the report descriptions below.
To open the Satisfaction dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theSatisfactiontab.
Satisfaction tab headline metrics
This tab displays the following headline metrics (KPIs):
- Satisfaction score:The percentage of tickets rated as good from the total number of rated tickets.
- Good satisfaction tickets:The number of tickets rated as good.
- Bad satisfaction tickets:The number of tickets rated as bad.
- Bad to good ratings:The number of tickets with a rating that changed from bad to good. The time filter for this report is based on the update date.
- Satisfaction rated ratio:The percentage of tickets that received either good or bad from the total number of surveyed tickets.
Satisfaction tab reports
This tab displays the following reports:
- Good vs bad satisfaction tickets:A pie chart showing the percentage of good and bad satisfaction rated tickets both with and without comments.
- Rated tickets funnel:A funnel chart showing the percentage of surveyed and rated tickets against all tickets.
- Satisfaction score and rated tickets by date:The number of rated tickets against the percentage satisfaction score they received over the selected date range.
- Satisfaction score by selected attribute (top 10 by volume):The average satisfaction percentage for the attribute you select. For example, if you selectTicket Channel, you'll see the average satisfaction score for each of the ticket channels like Chat, Email, etc. You can select from Ticket brand, channel, form, group, priority, and type.
- Satisfaction score and rated tickets by month (12 months):The number of rated tickets, and the average satisfaction score over a 12-month period. This report is excluded from the tab's time filter.
- Satisfaction rated ratio and surveyed tickets by month (12 months):The percentage of all tickets that were rated against the number of tickets that were surveyed over a 12-month period. This report is excluded from the tab's time filter.
SLAs tab
TheSLAstab helps you measure your results against SLAs you configured. You can filter the reports by time, SLA policy, SLA metric, group, brand, form, priority, and requester organization.
On this tab, the time filter is based on the SLA update date, unless otherwise noted in the report descriptions below.
To open the SLAs dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theSLAstab.
SLAs tab headline metrics
This tab displays the following headline metrics (KPIs):
- SLA achievement rate:The percentage of tickets that met the SLA from the total number of SLA tickets.
- SLA breached tickets:The number of tickets that have at least one SLA target breach.
- SLA achieved tickets:The number of tickets that did not have an SLA target breach.
- SLA active tickets:The number of tickets with an active SLA policy.
- SLA active breached tickets:The number of active tickets with at least one SLA target breach.
SLAs tab reports
This tab displays the following reports:
- Achieved vs breached completed SLA policies by date:Shows the number of tickets that breached or achieved your SLA targets over the date range you chose.
- Achieved and breached completed SLA policies by selected attribute (top 10 breached):A stacked bar chart showing the percentage of tickets that achieved, or breached an SLA policy for the attribute you select. You can select from ticket brand, channel, form, or group. Additionally, you can select the SLA policy name.
- SLA target breaches by hour:A chart showing the average percentage of breaches that happened each hour over a 24 hour period.
- SLA target breaches by day of week:A bar chart showing the average percentage of SLA breaches that happened each day of the week.
- Achieved and breached SLA targets by metric:The percentage of time that each SLA target was achieved or breached.
- SLA target achievement rate by month (12 months):The percentage of instances per month where SLA targets where achieved. This report is excluded from the tab's time filter.
Group SLAs tab
TheGroup SLAstab helps you measure your results against group SLAs you configured. You can filter the reports by time, group SLA policy, group SLA metric, group, brand, form, priority, and requester organization.
On this tab, the time filter is based on the group SLA update date, unless otherwise noted in the report descriptions below.
To open the Group SLAs dashboard tab
- In Explore, click theDashboardicon () in the left sidebar.
- From the list of dashboards, select theZendesk Supportdashboard.
- Click theGroup SLAstab.
Group SLAs tab headline metrics
This tab displays the following headline metrics (KPIs):
- Achievement rate:The percentage of tickets that met the group SLA from the total number of SLA tickets.
- Breached tickets:The number of tickets that have at least one group SLA target breach.
- Achieved tickets:The number of tickets that did not have a group SLA target breach.
- Active tickets:The number of tickets with an active group SLA policy.
- Breached tickets:The number of active tickets with at least one group SLA target breach.
Group SLAs tab reports
This tab displays the following reports:
- Group SLA: Achieved vs breached completed Group SLA policies by date:Shows the number of tickets that breached or achieved your group SLA targets over the date range you chose.
- Group SLA: Achieved and breached completed Group SLA policies by selected attribute (top 10 breached):A stacked bar chart showing the percentage of tickets that achieved, or breached a group SLA policy for the attribute you select. You can select from ticket brand, channel, form, or group. Additionally, you can select the group SLA policy name.
- Group SLA target breaches per hour:A chart showing the average percentage of breaches that happened each hour over a 24 hour period.
- 集团目标违反SLA哒y of week:A bar chart showing the average percentage of group SLA breaches that happened each day of the week.
- Group SLAs: Achieved and breached Group SLA targets by metric:The percentage of time that each group SLA target was achieved or breached.
- Group SLAs: Group SLA target achievement rate by month (12 months):The percentage of instances per month where group SLA targets where achieved. This report is excluded from the tab's time filter.
22 Comments
Hi,
We're currently using Zendesk Chat, and thinking about upgrading. Is there anyway to monitor the customer's chat queue position when a chat is accepted by one of our agents? Basically, are we able to monitor if chats are being handled in a first-in-first-out capacity?
Thanks!
Hi Sam,
Not after the fact, no, but on the Chat home page, you will be able to see that a customer initiated a chat and which agent they were served by (and which agent didn't accept the chat). That last part depends on whether you're going to set your Zendesk Chat on broadcast or 1 agent at a time chat offering.
I'm trying to create a table using full resolution time brackets but no matter what I do the order is showing as
when it definitely should be showing as
hours to days not with 5-24 hours out of order. I've tried all sorts of 'sorting' options and nothing seems to work
the query has them in the right order but that doesnt seem to stick when shown in the table itself
IF (VALUE(Full resolution time (min)) <= 60*5)
THEN "0-5 hrs"
ELIF (VALUE(Full resolution time (min))>60*5 AND VALUE(Full resolution time (min)) <= 60*24)
THEN "5-24 hrs"
ELIF (VALUE(Full resolution time (min))>60*24 AND VALUE(Full resolution time (min)) <= 60*24*7)
THEN "1-7 days"
ELIF (VALUE(Full resolution time (min))>60*24*7 AND VALUE(Full resolution time (min)) <= 60*24*30)
THEN "7-30 days"
ELIF (VALUE(Full resolution time (min)) > 60*24*30)
THEN ">30 days"
ELSE " Unsolved"
ENDIF
HiYarden Abukasis, one way you can do this is with renamed and ordered sets. There's a great example in this article:https://support.zendesk.com/hc/en-us/articles/360022367993
I hope this helps!
I have a question around the Satisfaction tab-- is the time filter on this tab looking for a good or bad CSAT rating on the date the rating was given by the customer or is it looking for the date the ticket was solved?
The reason I'm confused is the Date Filter is checked for date solved and date updated ?!? What does that mean exactly please?
Also reading through comments on other strings, I'm finding that Chat CSAT timestamps swing over to Explore a little off - and can skew results. I've validated that on an account I'm working on -- a report run for a week Sunday to Saturday had to be backed up a day to capture the chat data correctly (Sat to Friday). Can anyone confirm regarding the chat csats being a little different?
Hi Heather,
The Satisfaction tab, as well as the default satisfaction queries in Explore, will be looking at the ticket solved date (rather than the CSAT rated date). Explore currently does not have a native attribute for the CSAT rated date.
至于csat聊天,如果你比较a from Chat Analytics with Explore, the former will be in the account timezone whereas the latter will be in your user profile timezone. You'll observe a similar time shift in data if the two timezones are different.
Warm Regards,
Eric
Eric G. Gao | Technical Support Architect | Zendesk
Hi there,
Can anyone help as to how Zendesk calculates their satisfaction rating in a scenario below:
Agent Dave works on 100 tickets assigned to him in the past 3 months and suddenly he receives 1 badly rated ticket and say all 100 tickets were rated as Good and only that one ticket was rated bad. My questions are:
1./ What would be agent Dave's CSAT % with that 1 badly rated ticket?
2./ What is the general formula like in calculating the % CSAT if there badly rated tickets?
Be glad to hear your answers on the above soonest! Thanks!
Hello@...,
So the %satisfaction score that has been created by Zendesk as a metric in the Explore product is calculated based on this:
COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets)
So is a count of good ratings divided by all rated tickets (good+bad).
戴夫的情况下如果他有100张票工作the last 3 months. All of them received a rating from the customer. 99 were rated Good and 1 was bad then your calculation for csat will be 99/100 (good/all rated) which will be 99%.
Let me know if this answers to you question.
Have a great day!
Violeta
Hi@...,
Thank you for the response, if say out of all 100 tickets only 1 ticket was rated bad and the rest of the 99 were not rated, what would the % CSAT be then since there is no good rated ticket?
Hi Jee,
Good question. Since the formula for %satisfaction score is "COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets)", which in this case would be 0/1, then the satisfaction score of the agent would be 0.
Hope this clarified it for you. Cheers!
Marco M. | Zendesk Support
I have question regarding the satisfaction tab.
How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?
Thank you!
Thanks for reaching us!
As you can see, the default Dashboard in Support does not have a filter per agent within the Satisfaction tab. In order to achieve this, you will need to be subscribed to an Explore plan that allows you tocreate custom queriesand then you can follow up on thisExplore recipe: Reporting on customer satisfaction by agent.
I hope it helps!
Hi Gabriel,
Thanks for your reply. Indeed I already created custom query for this in Explore.
I was just looking for the possibility of seeing the CSAT per agent from the Satisfaction tab rather than having to create a separate query for it. If this is not a possibility, then I'll just have to make do with the query I already created.
Thanks again.
Hello,
Can someone help me understand how you can have a 100% SLA achievement and 2 SLA breached tickets at the same time, as in the example above?
I get this kind of stats quite a lot and fail to understand.
Thanks
It will depend on what target you are looking at. For example, if the breached SLA is regarding Next Reply Time and you are looking into the First Reply Time data (not breached), you'll definitely see that the SLA target for it is still at 100%.
No SLA tab showing on my Support dashboard even though SLAs are enabled
It appears that you already raised a ticket related to this. Kindly check your email for updates. Thank you!
Hello,
How is "SLA achievement rate"calculated?
it is calculated by the percentage of tickets that met the SLA from the total number of SLA tickets.
The SLA achievement rate is calculated using metrics "SLA tickets" and "Breached SLA tickets"
I was able to achieve it using this formula:
(D_COUNT(SLA tickets)-D_COUNT(Breached SLA tickets))/D_COUNT(SLA tickets)
wondering why we not have the satisfaction nor SLA tabs
Please double-checkCSAT feature is enabledin your instance.
If the tab still does not appear, I encourage you to raise a ticket to ourCustomer Support.
Pleasesign into leave a comment.