Plan requirement
| Subscription | Suite Professional or higher |
| Also required | Copilot |
| Access | Agent |
How to phrase a question so the answer is the one you wanted. Specificity does most of the work.
Ask one
- Open the question box in Explore.
- Ask the question, including the period and the grouping.
- Read the report it produced, filters included.
- Refine the question rather than the report.
- Save it if you will need it again.
Name the period and the grouping
"How many tickets did we solve per group last month, excluding spam" gets you something usable. "How are we doing" gets you something.
Say which date you mean
Created or solved. This is the single most common source of an answer that is right and not what you asked, because both are defensible readings of the same sentence.
Use the words Explore uses
"First reply time" rather than "how fast we answer". Where your internal vocabulary differs from the product's, translating it yourself removes a guess.
Sanity-check the size
Does the total look like your business? An answer an order of magnitude out is usually a missing filter or the wrong dataset, and it is obvious the moment you look for it.
Refine the question, not the output
If the answer is wrong, add the missing constraint and ask again. Correcting the generated report by hand leaves you with something whose definition nobody can reconstruct.
Save the good ones properly
A question that becomes a regular report should be rebuilt as a proper report, named for the question, with its filters visible. Generated reports are drafts, and drafts should not end up on a dashboard.
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