Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Explore is where the reporting lives. What it can answer, what it cannot, and where most people start in the wrong place.
What it does
It reads the data behind your tickets, users, conversations and help centre, and lets you count, group and compare it. Reports answer a question; dashboards collect reports for an audience.
Start with the standard dashboards
They cover volume, response times, agent activity, satisfaction and knowledge base use, and they are built already.
Most reporting questions are answered there. Building from scratch before looking is the commonest way to spend an afternoon reproducing something that existed.
What it is not
- Not live. Data arrives on a refresh cycle, so it is not the place to see what is happening this minute.
- Not a ticket list. Views show you work to do; Explore shows you patterns.
- Not a text search. It reports on fields and values, not on what was written in a comment.
The question comes first
Reports built without a question produce charts nobody acts on. Write down what you want to know and what you would do differently depending on the answer.
If nothing would change, the report is not worth building.
Where to look for the real numbers
Volume, first reply time, backlog, satisfaction and reopens. Those five describe a support operation, and almost everything else is a refinement of one of them.
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