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To help you get the most from Explore, we've put together a selection of recipes that help you set up reports and dashboards for many common business scenarios. Feel free to modify these to suit your own business needs. For some of our favorite recipes, seeExplore recipe showcase.
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The recipes are sorted into the following categories:
 Zendesk Support
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Getting started
Time tracking and efficiency
Time and date calculations
Customer satisfaction
Users, groups, and organizations
Apps and integrations
Zendesk Chat |
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Zendesk Guide |
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Zendesk Sell |
Custom metrics and attributes |
Explore Enterprise |
Miscellaneous |
 From the community
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The recipes in this section have been created by you, our incredible Zendesk community. We love to see what you're doing with Explore and we'll feature the best recipes, tricks, and tips here. Post your best ideas inour community.
57 Comments
We've added 17 new Explore recipes that help you report on many different aspects of your Zendesk Sell data:
We've added four new Explore recipes that help you take advantage of the newCalls datasetfor Zendesk Sell:
We've added a couple new Explore recipes for you:
Hi! We mainly rely on tags for our queries, and I wanted to ask whether there's a way to report about the number of tickets containing a certain tag vs. the total number of tickets for that day or month. Thanks!
HiIlaria, you should be able to do this by following these steps:
Optionally, you can alsofollow these instructionsto add a separate column to show the absolute value of tickets in addition to the percentage of the total.
Erin O'Callaghanthank you for this. However, with this, I can see the percentage of tickets tagged "Blue" vs. "Other tags". Is there instead a way to see the tickets tagged "Blue" vs. the number of tickets created? Basically I want to be able to see, for instance, that "On May 16th we received 100 tickets and of these, 80 were taggedblue". Thanks!
IlariaYep, there is! In that case, you can skip the result path calculation and justadd a total on rowsinstead. In the example report below, you can see that there were 4 tickets tagged with "Blue" out of 24 tickets created total.
I would start with something like using the % Breached tickets metric and the assignee name attribute in the SLA dataset and you can build on from there.
Let me know if you have any further questions.
We've added a new Explore recipe that helps you keep tabs on the number of tickets your organization has in each status:
Looking at these formulas for ZD Guide I'm wondering - is there a way to report on article views by organization/user email? Looking through the available data points in the stock Explore Knowledge queries, it doesn't appear so.
阿发IK this isn't possible with Explore at this time. That being said, you may be able to accomplish this using Google Analytics to track this information. I'd recommend starting with this article for more information:Google Analytics and your help center - Part 1: Asking the right questions
I hope this helps!
I would like to know how many tickets were created on weekdays (M-F) and weekends (S-S) but I would like the data split between the day shift and the evening shift. I have created a report that shows weekday and weekend tickets for 2021 and 2022 but how do I overlay the daily shifts. When I apply the group for shifts I get an error. How do i further break down the weekend and weekdays by shifts?
We've added a new recipe for Sell that helps you analyze deal progression through the sales pipeline:
Hi team ,
I am looking to create a report for tickets sent from L1 group to L2 group .
So i want to create a table which has the total number of tickets assigned to each agent and out of that how many were transferred to L2 team for further investigation.
we have a few unique identifiers like when a L1 agent sends tickets to L2 , a tag gets added to the ticket and there is a check box which is checked and also there a drop down filed in which the agent will update his name so that we know that the ticket was sent to L2 by him.
I have tried to create a report with the tickets assigned per agent.But i am unable to add the column where the count of transferred tickets will be displayed .
Could anyone please help me , as i have tried a lot of things and still i am unable to figure out a way for creating the above report which is one of our KPI's we need to track.
HiGaurav Sharma
I recommend trying out this Explore recipe (Explore recipe: Tracking ticket assigns across groups) which would show the number of times tickets were assigned from one group to another. Since this is just a recipe, you can customize it as you see fit. You can use this as a guide to creating your ideal report. Hope this helps!
Dainne Lucena
thanks for your response.
I have created created a calculated metric for ticket assigned from one group to another , but i am not sure how i can get the details on how to break down this count to get how many tickets were sent by a particular agent.
If i give assignee name in rows i get the current assignee , but i need count of how many tickets were send from one group to other group by each support agent.
What we are trying to find out is out of the total tickets assigned to L1 agents monthly how many of these tickets are being sent to L2 for further investigation.
I have report for tickets assigned to agent and another report for tickets sent to L2 we have 2 different reports as we are using different attributes . i want to see if there is a way where i could display both the values in same report and then calculate the percentage.
HiGaurav Sharma
You'd need to use the dataset "Updates History" instead of the "Support: Ticket" dataset since you are tracking the updates on the tickets. The "Support: Ticket" dataset won't be able to show you the updates, only the current status of the ticket. More information about datasetshere.
Once you use the dataset "Updates History", you can then add the attribute "Updater Name" under "Rows" so it would break down the updates from L1/L2. I would also recommend checking out the articlemetrics and attributes for Zendesk Support.
We've added a new recipe for Support that shows you how to create alternate SLA metrics that use duration instead of status to determine when SLAs are achieved or breached:
Hi,
I'm trying to figure out how to make reports (such as % satisfaction, good and bad satisfaction per agent) based on the last 100 rated tickets. I just cannot figure it out. I've tried making top/bottom attributes, metrics based on those attributes, all kinds of stuff. I'd think it would be a stock thing to filter based on the last x amount of ticket IDs but I guess not. Please advise before my head explodes.
You can try a workaround involving a custom metric to convert the Ticket ID to a numeric value. Example:
You can then add this metric to your table and use it to filter your results.
This Top/bottom filter should give you the top 100 values from the custom metric which should correspond to the 100 most recent tickets submitted to your Zendesk. Since the custom metric is only for sorting/filtering your results, you canhide the metric columnfrom the table. Note that this will only work if your table is sliced by Ticket ID.
Hope this helps. Thanks Johny!
Hi Gab,
That's an intriguing idea but I've tried it now and the SQL query is being strangled because it's over 50 000 rows.
I see. Yes, adding calculated metrics will add more rows to the underlying calculation. This may be more ideal when working with a relatively smaller set of data. If you plan on exploring more into this workaround, then you may have to filter down your report further or slice the data into separate tables/reports.
We've added a new recipe for Guide that lets you report on the number of article views for help center categories (using a calculated attribute):
Thanks for you work!
We've added a new Explore recipe that shows you how to report on messaging tickets by channel:
Pleasesign into leave a comment.