Plan requirement
| Subscription | Suite Team or higher, Support Team 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
- Zendesk Support, which carries volume, response and resolution times, backlog, satisfaction and SLA achievement together.
- Zendesk Knowledge: article views, searches, votes.
- Zendesk Messaging, Zendesk Chat and Zendesk Voice, where you have them.
- Zendesk AI: AI agents and Zendesk Copilot: Intelligent triage, where you use them.
- Zendesk omnichannel: Agent productivity and queues and Omnichannel routing: queues.
- Live data and Live performance by channel, but only on accounts that used Explore before 5 May 2026. Anyone who started after that date gets real-time monitoring in their place.
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.
You cannot edit them, and that is deliberate
The prebuilt dashboards are read-only. On Explore Professional and Enterprise you make an editable copy and work in that; on lower plans there is no copy to make, so what ships is what you have. They are the reference point either way, and other people's dashboards use their reports.
If somebody cannot see them
Every Explore user can view the prebuilt dashboards whatever their role, so not seeing them points at something else. Just after activating Explore, check that your own Explore account has the Admin role. For an agent with the Viewer role, check that the dashboard has been shared with them.
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.
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