Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
They sit on their own home page inside Analytics, there are three of them, and one needs omnichannel routing before it shows you anything useful.
Find them
- Open the Zendesk Products menu in the top bar and select Analytics.
- Analytics opens on the dashboards library. Click the real-time monitoring home icon.
- Open the dashboard you need: Incoming tickets, Ticket progress or Agent productivity.
The home page itself is worth a look before you go further. It carries six summary figures: tickets in queue, open tickets over the last 24 hours, agents available, average time to assignment, solved tickets and average full resolution time. The last one counts only the time a ticket spent open or pending.
Which of the three, for whom
Incoming tickets for whoever watches the queue, Ticket progress for whoever chases what is stuck, Agent productivity for whoever manages the team. Opening all three at once is how they get ignored.
One caveat on the first: its detailed drill-in depends on omnichannel routing. Without that, the queue reporting is thinner than the screenshots suggest.
If they are not there
Two usual reasons: the plan does not include them, or the role does not allow them. Check the role first, because it is quicker and it is the more common of the two.
Access to real-time is set separately from ordinary Explore access, so somebody who has your historical dashboards may still not have these. That is worth establishing before anybody concludes something is broken.
Leave one open, do not refresh it
They update themselves, roughly every 20 seconds for figures and tables and about every minute for charts. Reloading the page achieves nothing and hides the movement that makes them useful.
And they are not only a snapshot: many of the reports carry recent history, up to 30 days back, so you can see whether this morning is unusual rather than just busy.
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