Navigating Zendesk Explore: Creating Effective Datasets for Deeper Insights

Hi, this is Charu from Classmethod. Today is the sixth day of Classmethod's Zendesk Advent Calendar.

Here are two important links for you to refer,

Class method Zendesk Advent Calendar 2023 article list | DevelopersIO

Class method Zendesk calendar | Advent Calendar 2023 - Qiita

In this hands-on blog we will guide you through the process of creating datasets, which is your foundation for robust reporting.

Let's get started!

Zendesk provides a range of analytics tools that can help you track performance, understand customer needs, and refine your support strategies. The key lies in knowing what data to collect, how to analyse it, and how to apply these insights.

Exploring Reports:

  • Login to your Zendesk account and click on Reports icon to view the Reports dashboard.
  • You’ll notice key metrics at a glance, including Created Tickets, Unsolved Tickets, Solved Tickets, One-touch Tickets, and Reopened Tickets.
  • Each widget gives you a snapshot of your ticketing environment. Hover over each widget to get a quick view of your metrics for the selected time period.
  • Use the filters at the top, such as time range, ticket brand, and ticket channel, to tailor the data displayed.
  • You can view your reports in detail under Zendesk Explore.
  • Before you can analyse data and generate reports, you need to construct a dataset or use the default one that accurately reflects the information you want to study. Next, we will be seeing how to create a new dataset.
  • Creating Datasets:

  • Navigate to Zendesk Explore and click on New Dataset.
  • You'll be presented with a variety of dataset templates such as 'Ticket', 'Trends in unresolved tickets', and 'Change log'.
  • Choose the one that best aligns with the data you need. For instance, if you're looking at ticket volume and customer interaction, 'Ticket' would be the ideal dataset.
  • Customise your dataset by selecting the specific attributes and metrics you want to include, such as solved tickets, tickets satisfaction rate, or agents etc.

  • You can even edit your dataset by clicking on 'Edit' under the 3 dots icon beside the dataset name under the list of datasets.
  • There are few datasets available by default, which you cannot delete. You are free to explore the dataset offerings provided by Zendesk Explore.

    Hope you found this article helpful. Thank you for reading!

    Happy Learning:)