This part of theZendesk Suite trial evaluation guidehelps you evaluate reporting and analytics features in the Zendesk Suite to see how they'll work for you. Your trial is on the Suite Professional plan and includes Explore Professional features.
Explore for reporting and analytics gives you the tools you need to analyze, understand, and share your business information. Information for most Zendesk features can be reported in easy to read prebuilt reports that you can filter to your own needs. When you want to dig deeper, you can use Explore's powerful reporting tools to build your own reports.
Follow the steps in this guide to try out reporting and analytics. Each task typically takes less than 10 minutes to complete (though activating Explore in step 1 can take a bit longer).
This article contains the following sections:
Step 1: Activate Explore
之前,你可以开始戳进你的数据,你孩子们l need to activate Explore. This is a necessary step as you might have already created tickets in Support, articles in Guide, or tested other support processes. Explore needs to examine the products you have installed and read in the necessary data you'll need to view and create reports. This is a once only operation for you to perform and might take up to two hours. Don't worry, your agents won't have to perform this step.
Try it out
In this section, you'll open and activate Explore for the first time. If another admin has already done this, you can skip activation, but you'll need to make sure that an admin has given you access to complete the rest of this evaluation.
To open and activate Explore
- From any Zendesk product, open the product tray and clickExplore.
- Explore opens on the activation page. ClickActivateto start setting things up. This might take up to two hours, but if you are testing a new account, it will usually take a lot less time. In the meantime, have a cup of coffee and browse through theExplore help centerto read about some of the things you'll be able to do. You can have Explore notify you with an email once setup is complete.
- Once Explore notifies you that it's finished setting up, you're ready to go. If you want any other agents to help evaluate Explore, you'll need to give them access. ReadGiving agents access to Exploreif you want to do this.
Step 2: Take a look at the prebuilt dashboards
Now that you've set up Explore, you can start looking at some of the best practices dashboards that Zendesk created for you. A dashboard is a collection of reports collected on one or more pages. The available dashboards change regularly, but you can read all about them inUnderstanding dashboardsor, as you'll learn shortly, you can just browse the list yourself.
Try it out
In this example, you'll take a look at the prebuilt Zendesk Support dashboard to discover the average number of tickets created in your Zendesk instance each day of the week.
To see the report
- In any Zendesk product, open the product tray.
- ClickExplore() . Explore opens showing a list of available dashboards.
- From the list of dashboards, choose theZendesk Supportdashboard.
- In the Zendesk Support dashboard, scroll down until you see theAverage tickets created by day of week report.
If you're using Explore Lite, you can skip to theWhat's next?section, but if you're interested in the more advanced reports you can create and share with Explore Professional and Enterprise, feel free to read on.
Step 3: Create a simple custom report (Professional and Enterprise)
Sometimes, the prebuilt dashboards don't contain exactly the report that you need. In many cases however, you can create your own. Explore Professional and Enterprise include many hundreds of metrics and attributes you can use to mix-and-match your own reports. In this section, you'll learn a basic example of creating a custom report and learn how to find many more examples.
Try it out
In this custom report, you'll create a simple report that shows one-touch tickets. These are tickets that were solved with only one agent reply. This report is a great way to gain context into your support efforts. Feel free to experiment with the various settings to get different results.
To create the report
- In Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, click支持>支持- Ticketsand then clickStart report. The report builder opens.
- Next, add your metric, the thing you want to measure. In this case, you'll add the number of one-touch tickets. In theMetricspanel, clickAdd.
- From the list of metrics, chooseAgent replies distribution>One-touch tickets,然后单击Apply.
Explore displays the total number of one-touch tickets in your account.
- Explore reports can return a lot of data. Using filters is a great way to restrict the results you return. In theFilterspanel, clickAdd.
- From the list of attributes, chooseTime - Ticket solved>Ticket solved - Date,然后单击Apply.
- In theFilterspanel, click theTicket solved - Datefilter you just added.
- On the filter page, clickEdit date ranges.
- On theAdvancedtab of theDate rangepage, choose an appropriate range to view, such as 30 days in the past, then clickApply.
- In theColumnspanel, clickAdd.
- From the list of attributes, chooseTime - Ticket solved>Ticket solved - Date,然后单击Apply.
- From the visualization type menu (), choose aLinechart.
- Click the title at the top of the report (by default, "New report") and enter a new name for it likeOne-touch tickets by date.
- When you're finished, clickSave.
For a more detailed introduction, seeCreating reports. This custom report was taken from our extensive collection of sample Explore reports known as recipes. See them all atExplore recipes reference.
Step 4: Create a dashboard (Professional and Enterprise)
Reports are great, but you'll usually want to collect bunch of reports together to send them to others in your organization. Exploredashboardsare used to accomplish this. There are two ways you can do this:
- Create a copy of an existing dashboard or one of the prebuilt dashboards and edit it.
- Create a brand new dashboard.
Try it out
In this example, you'll create a new dashboard and add the report you created inStep 3.
To find all you need to know to create your own dashboards, seeCreating dashboards.
To create the dashboard
- In Explore, click theDashboards libraryicon () on the left side bar.
- ClickNew dashboard.
此时会打开一个新的空白的仪表板。
- In your new dashboard, clickAdd>Add report.
- On theAdd reportpage, choose theOne-touch tickets by datereport you created inStep 3,然后单击Add reports.
- Your report is added to the dashboard. You'll notice it probably looks too small or is in the wrong place. You can drag it around and resize it just like you'd resize a window on your computer.
- Once you've got the report positioned just how you want it, click the title at the top of the dashboard (by defaultUntitled) and give the dashboard a name likeOne-touch tickets dashboard.
The dashboard is saved automatically. Keep it open and move ontoStep 5.
To find all you need to know to create your own dashboards, seeCreating dashboards.
Step 5: Share your dashboard
You can share dashboards with agents in your Zendesk account, groups of agents, and with some Explore plans, people who don't have an account in your Zendesk instance.
Try it out
In this example, you'll share your dashboard with a single person.
To share your dashboard
- In your dashboard, clickShare.
- On theShare dashboardpage, find and select the people or groups you want to share the dashboard with (this example uses "Rob Stack"). You can type a partial name into the filter box to filter how many names and groups are shown in the list.
- When you are finished, clickInvite.
The people you invite will receive an email. The email contains a link they can click to access the dashboard. If you later make updates to the dashboard, the people you invited will not see the updates unless youpublishthe dashboard first (from the same menu you found theSharecommand).
To learn all you need to know about sharing dashboards, seeSharing dashboards.
What's next?
If you're ready to start digging further into Explore, start with outgetting started guide. To see all of the Explore documentation and information about free training, seeZendesk Explore resources for reporting and analytics.
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