Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
The four places in Explore and what each is for. Knowing which one you need removes most of the early confusion.
Dashboards
Collections of reports, arranged for an audience. The standard ones are here, and this is where most people should spend their time.
Reports
Single questions, answered as a table or a chart. A report belongs to a dataset and can appear on several dashboards.
Datasets
The underlying data a report is built from: tickets, conversations, help centre activity, and so on. Choosing the dataset is the first decision in any report and the one that determines what is possible.
The report builder
Where a report is put together: metrics, attributes, filters and a visualisation. It looks intimidating and it is four choices repeated.
The vocabulary that trips people up
A metric is what you count. An attribute is how you group it. "Tickets solved" is a metric; "by agent" is an attribute. Almost every report is one metric and one or two attributes.
Clone before you build
Find the standard report closest to what you want, clone it, and change what needs changing. Faster than starting empty, and it shows you how the pieces fit.
Where to be careful
Editing a standard dashboard rather than a copy. Clone first, always, because the standard ones are a reference point worth keeping intact.
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