Simplifying Zendesk Reporting: 3 Easy Methods

While you have got the option of setting up any number of channels to communicate with your customers, the primary medium for any use case or industry is still E-mail. You might have a single E-mail Address that channels all the customer inquiries such as support@yourcompany.com or several E-mail Addresses for different requests. Either way, they can all be forwarded right into your account to automatically create tickets for your team to manage. This is where Zendesk and Zendesk Reporting comes into play.

Zendesk is a Cloud-Based Customer Support software that helps you track and measure your support tickets and ensures that your customers are receiving the highest level of customer service. These tickets are generally the queries or issues raised by your customers. Zendesk Reporting ensures that your customers are being responded to on time effectively and efficiently. It also provides you an overview of your team’s performance and supports Ticket Analysis.

Ticket Analysis is an approach to improve your Customer Support and use the results to improve your business. It helps you keep track of your customer’s queries and issues which eventually improves the relationship with your customers. It also helps you manage your team’s workload and performance.

This article will introduce you to Zendesk Reporting. It also introduces you to 3 different types of Zendesk Reporting methods that you can choose from based on your business requirements. It also provides you with the steps to create Custom Reports, add Metrics, Attributes, and Filters to your reports using Insights in Zendesk Reporting.

Table of Contents

• Prerequisites
• What is Zendesk?
• What is Zendesk Reporting?
• Methods to Create Reports in Zendesk Reporting
  • Method 1: Zendesk Explore
  • Method 2: Built-in Reports
    • Steps to Compare Key Tickets Metrics using Built-in Reports in Zendesk Reporting
  • Method 3: Custom Reports using Insights
    • Steps to Create Custom Reports using Insights in Zendesk Reporting
    • Steps to Add Metrics to your Report using Insights in Zendesk Reporting
    • Steps to Add Attributes to your Report using Insights in Zendesk Reporting
    • Steps to Add Filters to your Report using Insights in Zendesk Reporting
• Displaying the Number of Users in each Organization associated with your Zendesk Account
• Displaying Users associated with your Zendesk Account
• Zendesk Reports to get you Started
• Exporting Reports
• Editing and Cloning Reports
• Conclusion

Prerequisites

Listed below are the prerequisites for Zendesk Reporting:

• A Zendesk account.

What is Zendesk?

Zendesk is one of the most popularly used customer-service, available as a cloud-based Software as a Service (SaaS) application. With Zendesk’s all-in-one suite, which contains a Ticketing System, Analytics and Reporting modules, a Sales-Based CRM, Call-Center offerings, and a lot more, you can track a customer’s entire journey in absolute depth.

Talking about Zendesk Reporting, it ensures that your customers are being responded to on time effectively and efficiently. But the reporting features of Zendesk typically render a brief overview and random inclusions, and it lacks automatization. But worry no more, we are here to simplify Zendesk Reporting for you, check out our detailed guide on Zendesk Reporting.

Zendesk provides robust integration support with a variety of applications such as social media channels, marketing automation software, business intelligence tools, etc. making it the ideal solution to facilitate communication between the customers and the organization.

With a competitive subscription-based pricing model, it allows users to subscribe either to a monthly or an annual plan, scalable as per data needs and team size. It is the go-to solution for startups and large organizations.

For further information on Zendesk, you can check the official website here.

What is Zendesk Reporting?

Zendesk is Cloud-Based Customer Support software that helps you respond to tickets raised by your customers. It allows you to group your team members into groups like Sales, Support, etc. This helps you assign tickets to the right group. In addition, you can also group your customers into organizations that most commonly represent their business model. With Zendesk Reporting, you can easily see all the tickets submitted by any member of an organization right from one profile in your account.

Zendesk Reporting also provides you the option to enable Domain Mapping that automatically places new customers into the right organization based on the domain in their email address. If you already have a long list of customers or companies that you support then you can bulk upload them into your account with a simple CSV file.

Now the question arises: What type of tickets are your customers raising and what information do your team members need to solve those tickets? You can track this information in your Zendesk account. You can create fields for your customers or team members to fill out. These can be set up as Drop-Down Menus, Checkboxes, Data Fields, etc. so that you can categorize your tickets in whatever way it makes the most sense for your business. 

This also turns your tickets into valuable data that you can report upon when analyzing the types of tickets you are getting more often, taking more time to resolve, and leading to happy or unhappy customers.

For more information on Zendesk Reporting, click here.

Methods to Create Reports in Zendesk Reporting

Zendesk Reporting provides you various Reporting Methods. You can go with the method that complements your business model and requirements. Listed below are the Zendesk Reporting methods that you choose from:

• Method 1: Zendesk Explore
• Method 2: Built-in Reports
  • Steps to Compare Key Tickets Metrics using Built-in Reports in Zendesk Reporting
• Method 3: Custom Reports using Insights
  • Steps to Create Custom Reports using Insights in Zendesk Reporting
  • Steps to Add Metrics to your Report using Insights in Zendesk Reporting
  • Steps to Add Attributes to your Report using Insights in Zendesk Reporting
  • Steps to Add Filters to your Report using Insights in Zendesk Reporting

Method 1: Zendesk Explore

Zendesk Reporting helps you manage and analyze every aspect of your customer’s experience and a big part of that is understanding your customer service data. One of the methods to create reports in Zendesk Reporting is Zendesk Explore. It is an Analytical Service by Zendesk that lets you collect, learn, and act on your data. This helps you improve the way your company interacts with your customers.

Zendesk Explore provides a set of Pre-Built Charts and Dashboards that cover all the ways you interact with your customers. These are based on industry-leading standards and help you turn data into insights that you can act on. It is easy to customize Zendesk Explore. It allows you to build your dashboards, Charts, and Metrics, without writing any code. So, you can measure and drill into whatever is important to your business like how many customers raised tickets on your mobile app about a particular service, etc.

With Zendesk Explore, you can easily share your insights so you can generate automatic weekly reports for your team members. You can also identify the topics your customers ask about most that help your Product team to make necessary adjustments.

For more information on Zendesk Reporting: Zendesk Explore, click here.

Method 2: Built-in Reports

With Built-in Reports in Zendesk Reporting, you can compare Key Ticket Metrics. There are various Key Ticket Metrics available in Zendesk Reporting such as:

• New Tickets: It tells you the number of new tickets created during the Reporting Time/Period.
• Solved Tickets: It tells you the number of tickets that have been solved during the Reporting Time/Period.
• Backlog: It tells you the total number of tickets that haven’t been solved yet.
• Agent Touches: It tells you the number of agents who have updated their tickets during the Reporting Time/Period.
• Satisfaction Rating: It is the Average Customer Satisfaction rating given during the Reporting Time/Period.
• First Reply Time: It tells you the average time taken by an agent to make the first public comment for a ticket.

Steps to Compare Key Ticket Metrics using Built-in Reports in Zendesk Reporting

Now you have a basic understanding of Key Ticket Metrics, it is time to compare these Key Ticket Metrics for better analysis. Follow the steps below to compare Key Ticket Metrics using Built-in Reports in Zendesk Reporting:

• Log in to your Zendesk account.
• Click on the “Reporting” icon in the Zendesk Support Sidebar.
• Select the “Reporting Period” at the top as shown in the image below. You can customize your Reporting Period and can set a specific range up to 3 months. If not, then you can choose a Predefined Period.

• Click one of the Ticket Statis and then click on the second Ticket Stats for comparison.
• You can also hover your mouse over the graph to see the daily totals.

Method 3: Custom Reports using Insights

Although people have switched to Zendesk Explore because of its easy-to-use feature, Insights is still one of the widely used Customer Reporting methods from Zendesk Reporting. With Insights, you can create your Custom Metrics and Dashboards. After enabling Insights in Zendesk Reporting, you can create your custom report, add your data for analysis, filter your reports, customize your reports and also change the report visibility.

Steps to Create Custom Reports using Insights in Zendesk Reporting

Follow the steps below to create Custom Reports using Insights in Zendesk Reporting:

• Log in to your Zendesk account.
• Click on the “Reporting” icon in the sidebar and then go to the “Insights” tab.
• Click on the “GoodData” in the upper-right corner and there select “Report” in the toolbar.
• Once done, click on the “Create Report” button as shown in the image below. This will automatically create a report for you and redirect you to the “Report Editor”.

• The Report Editor contains 3 panels viz. What, How, and Filter. With Report Editor, you can add Metrics, Attributes, and Filters to your report.

Steps to Add Metrics to your Report using Insights in Zendesk Reporting

Follow the steps below to add Metrics to your report using Insights in Zendesk Reporting:

• After getting redirected to the Report Editor page, click on the “What” button.
• In the “View By” drop-down list, select “Folder” or “Tags” to view the Metrics list.
• Click on the Metrics that you want to keep for your report as shown in the image below. You can also search for a specific Metric using the search bar option.

Steps to Add Attributes to your Report using Insights in Zendesk Reporting

Follow the steps below to add Attributes to your report using Insights in Zendesk Reporting:

• On the Report Editor page, click on the “How” button.
• In the “View By” drop-down list, select “Folder” or “Tags” to view the Attributes list.
• Click on the Attributes that you want to keep for your report as shown in the image below. You can also search for a specific Attribute using the search bar option.

Steps to Add Filters to your Report using Insights in Zendesk Reporting

Follow the steps below to add Filters to your report using Insights in Zendesk Reporting:

• On the Report Editor page, click on the “Filter” button. It is advised to add Filters to your report once you are done with adding Data, Metrics, Attributes to your report.
• Here you will see different types of Filters that you can choose from such as Ranking Filter, Numeric Range Filter, Variable Filter, etc. Select the Filters that you want to add to your report as shown in the image below.

• Once you are done with selecting the required Filters, click on the “Apply” button.

These are the 3 methods in Zendesk Reporting that you can choose from according to your business model and requirements.

Displaying the Number of Users in each Organization associated with your Zendesk Account

A ticket organization is defined as a group you create where users can be placed, for instance, “VIP Customers” or “Beta Testing”. In this instance, you’ll generate a report that depicts all of your organizations and how many users are allocated to each. If you want to depict the organizations associated with your account, follow the steps mentioned below:

• Step 1: Scroll to the Explore Section on your Zendesk dashboard, and click on the Query icon. Next, choose New Query from the Queries Library.
• Step 2: When you reach the ‘Choose a Dataset’ Page, click Support > Tickets > Support: Tickets, then choose New Query. This opens up the Query Builder.
• Step 3: Next, you need to add your metrics or the things you want to measure. For this example, the specific metric is the number of organizations associated with your account. Click on Add option under the Metrics panel.
• Step 4: From the list of metrics, pick Users and Organizations > Users, then click on the Apply button. With this, Explore will depict the number of users in your account.
• Step 5: Next, you’ll slice this data to depict the name of each organization. Click on the Add button within the Rows panel.
• Step 6: From the list of attributes, you can opt for Ticket Organization > Requester Organization Name, followed by clicking on the Apply button. Explore will then depict a list of all your organizations along with the number of users in each. If there is a blank line at the top of your table, it showcases the users who have not been assigned to an organization yet. If you wish to get rid of this line, click on the Requester Organization Name attribute and exclude any NULL values.

Displaying Users associated with your Zendesk Account

To depict the users related to your Zendesk account along with their ticket requests, you can follow the steps mentioned below:

• Step 1: Scroll to the Explore Section on your Zendesk dashboard, and click on the Query icon. Next, choose New Query from the Queries Library.
• Step 2: When you reach the ‘Choose a Dataset’ Page, click Support > Tickets > Support: Tickets, then choose New Query. This opens up the Query Builder.
• Step 3: Next, you need to add your metrics or the things you want to measure. For this example, the specific metric is the number of organizations associated with your account. Click on Add option under the Metrics panel.
• Step 4: From the list of metrics, pick Users and Organizations > Users, then click on the Apply button. With this, Explore will depict the number of users in your account.
• Step 5: Next, you’ll supply the user names and their Zendesk role to the report. Click on the Add button within the Rows panel to finish this step.
• Step 6: From the result of attributes, opt for the Requester/user > Requester Name along with the Requester Role, then click on the Apply button. With this, Explore will depict a list of all the users in your account along with their roles.

Zendesk Reports to get you Started

If you wish to look at the standard reports, you can follow the steps mentioned below:

• Step 1: Click on the Admin icon within the sidebar, then choose Manage > Reports.
• Step 2: Next, click on the Reports tab and click on the title of a report to look at it.
  • High and Urgent Priority Tickets: This report leverages high and urgent unsolved tickets as a baseline to compare against incoming new high and urgent tickets along with the daily rate of solved urgent and high tickets over the last three months.
  • Backlog Evolution: This report leverages unsolved tickets as a baseline to compare against incoming new tickets along with the daily rate of solved tickets over the last three months.
  • Resolution Times: This report depicts the resolution times for closed and resolved tickets over the last three months through three measurements of time: less than 24 hours, less than 8 hours, and less than 2 hours.
  • Incident Evolution: This report depicts tickets with the type set to Incident, that compares new incident tickets with unsolved and resolved incident tickets over the last three months.
  • Ticket Priorities: This report depicts tickets by priority groupings across the last three months. Tickets with normal and low priorities are grouped together along with the tickets with urgent and high priorities.

Exporting Reports

Every report within Zendesk can be immediately exported as either an XML or CSV file. However only administrators can export reports, not agents. To download a report you can follow the steps mentioned below:

• Step 1: Click on the Admin icon from the sidebar, and select Manage > Reports.
• Step 2: Click on the Reports tab and select a report.
• Step 3: You can choose either XML or CSV. The files will then immediately be downloaded to your computer.

Editing and Cloning Reports

To edit a report you can use the following steps:

• Step 1: Click on the Admin icon from the sidebar, and select Manage > Reports.
• Step 2: Click on the Reports tab and locate the report you wish to edit and select the Edit option.
• Step 3: Amend the time period, title, and data series as and when required. Choose Update Report and then click on the Submit button to finish this step.

To clone a report you can use the following steps:

• Step 1: Click on the Admin icon from the sidebar, and select Manage > Reports.
• Step 2: Click on the Reports tab and locate the report you wish to clone and select the Clone option.
• Step 3: This command appears when you hover your mouse over the report within the list of reports.
• Step 4: Next, enter a new name for your report and amend the time period, title, and data series as and when required. Select Create Report and then click on the Submit button to finish this step.

Conclusion

This article introduced you to Zendesk Reporting and 3 types of Zendesk Reporting Methods. Zendesk is one of the best tools for Customer Support. You can use its Zendesk Reporting services to analyze and create reports of your customer’s feedbacks and issues. This helps you in taking necessary action for the tickets raised by your customer. You can enhance the features of Zendesk by integrating it with BI tools like Power BI, etc. In such a case, you can use Hevo Data.

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