Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
What Zendesk ships, and why looking there first saves most of the work people do building their own.
What is there
- Support: volume, response and resolution times, backlog, agent activity.
- Satisfaction: ratings, comments and trends.
- SLAs: achievement and breaches.
- Knowledge: article views, searches, votes.
- Messaging and Talk, where you have them.
- AI agents, where you use them.
Look here before building
Most requests that arrive as "can you build me a report" are answered by a standard dashboard already. Half an hour reading them is the cheapest reporting work available.
They also teach the tool
Open a standard report and look at how it is built: which dataset, which metric, which filters. That is a better introduction to the builder than any amount of experimenting.
Never edit them
Clone first. They are shared, they are the reference point, and other people's dashboards use their reports.
They will not match your definitions
A standard dashboard counts what Zendesk means by solved, not what your team means. Where your definitions differ, clone and adjust rather than assuming the standard number is wrong.
They change with the product
New features bring new standard content. Worth a look every few months, particularly after adding a product or an add-on, because the reporting usually arrives with it.
Start here, then specialise
The right pattern: use the standard dashboards, notice which questions they do not answer, and build only those.
Comments
0 comments
Article is closed for comments.