Zendesk Explore Reporting

VIDEO TRANSCRIPT | Recorded: 2024-02-21 | Verify against current system state

Abstract¶

Training session on Zendesk Explore (Zerviz) reporting and analytics tool. Covers the three user roles (viewer, editor, admin), the hierarchy of datasets, queries, and dashboards. Demonstrates pre-built dashboards for Zendesk Support and Guide, custom report creation using the beta report builder, and various visualization options. Covers scheduled dashboard delivery in multiple formats and public link sharing. Highlights Guide analytics for identifying knowledge base gaps through search queries with no results.

Key Procedures¶

• Access Explore via navigation bar icons
• Use pre-built dashboards for Support and Guide metrics
• Create custom reports using beta report builder
• Select dataset (Support tickets, Guide, SLA performance)
• Add metrics via drag-and-drop or search
• Choose visualization type (table, line graph, KPI, gauge)
• Save reports and add to dashboards
• Schedule dashboard delivery (PNG, PDF, Excel, CSV)
• Share dashboards via public links with optional password
• Monitor search queries with no results for KB gaps

Notable Statements¶

• 0:00:16 "It's a reporting analytics tool, and it gives us analytics to measure and improve the entire customer experience."
• 0:02:14 "We have datasets that we can use to build queries, and then we can group these queries into dashboards."
• 0:04:38 "Just in particular, the number of tickets opened and tickets closed... is over my area, that's what I would probably be interested in."
• 0:16:50 "It sends the dashboard as an image as PNG file... PDF... Excel file... CSV format."
• 0:20:58 "How do we keep things from coming in as tickets in the first place."
• 0:21:48 "You can actually see the queries that people have typed into the search bar."
• 0:24:26 "We might want to establish some kind of process or timeline on like either a quarterly or bi-annually review of guide articles."

Systems & Configurations¶

Systems Mentioned¶

• Zendesk Explore (analytics platform)
• Zendesk Support (ticket data)
• Zendesk Guide (knowledge base data)

Specific Configurations¶

Credentials/Access Mentioned¶

• Zendesk Explore viewer/editor/admin roles
• Recipients must be agents for scheduled delivery

Errors & Troubleshooting¶

• Issue: Not seeing relevant data in dashboards
• Cause: Only using products you have enabled
• Resolution: Focus on Support and Guide dashboards only

• Timestamp: 0:15:43

• Issue: Scheduled reports require recipients in system

• Cause: Can't email to external addresses
• Resolution: Recipients must be agent/light agent

• Timestamp: 0:18:00

• Issue: Can't identify knowledge gaps

• Cause: Not monitoring search data
• Resolution: Check "search queries with no results" report
• Timestamp: 0:21:48

Transcript Gaps & Quality Notes¶

• Training by Zerviz vendor (Fernando mentioned)
• Team just started with Zendesk (one week in)
• Holiday weekend showed surge in knowledge base usage
• Goal: reduce tickets through self-service articles
• Jenny scheduling weekly reports successfully demonstrated
• Community/commenting features disabled (moderation overhead)
• InReach CE Center may benefit from shared guide metrics
• Beta report builder recommended for new reports