Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Agent |
Explore is where the reporting lives. What it can answer, what it cannot, and where the wrong starting point costs an afternoon.
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.
A great many reporting questions are answered there, so building from scratch before looking is how an afternoon goes into reproducing something that existed.
How much of it you have
Every plan includes Explore, but not the same Explore. Suite Team and Growth get the prebuilt dashboards, read-only. Suite Professional adds building, sharing and securing your own reports, and Suite Enterprise adds the wider sharing controls on top of that. A standalone Support plan comes with the prebuilt dashboards at every tier, so Support Enterprise still reads rather than builds unless Explore is bought alongside it.
That shapes the advice below more than anything else here. On Team and Growth, "start with the standard dashboards" is not a suggestion; it is the whole product.
What it is not
- Mostly not live. Historical reports arrive on a refresh cycle, so they are not where you see what happened in the last few minutes. Live and real-time dashboards do exist, and they start at Suite Professional.
- 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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