How Agents Can Use Out-Of-The-Box Zendesk Reporting Dashboards

Zendesk provides built-in dashboards through Zendesk Explore to help agents track ticket metrics, support performance, and customer satisfaction. 

Accessing Zendesk Reporting Dashboards (Explore) Step-by-Step Instructions:
 

1: Go to Zendesk Explore

• Click the Reporting icon ( )in the left-side navigation bar.

• Select Take me to Explore at the bottom of the page. 

2: Open Prebuilt Dashboards

• Once in Explore, you will be automatically taken to the main Dashboards page, where you will see a list of prebuilt dashboards with three tabs:
  • Shared with me: View the dashboards that have been shared with you by other team members, agents, or admins.
  • My dashboards: View the dashboards you have created.
  • All: View all the dashboards for that Zendesk instance, regardless of who created them. 

3. View Dashboard Tabs

• When selecting a dashboard from the main page, you will be taken into that specific dashboard, which can include tabs like some of the following:
  • Overview
  • Agent Activity
  • Time to Solve
  • Enquiry Types
  • Ticket Data
  • SLAs
• Use these tabs to filter and analyse data specific to your team or responsibilities.

4. Use Filters

• At the top of the dashboard, you can filter by different items, like some of the following (depending on what was set up):
  • Date/Time range
  • Territory
  • Ticket group
  • Enquiry Type
• This helps you focus on only the data relevant to your role.

Example Use Cases for Agents

• Track Your Own Performance: See how many tickets you’ve solved, your satisfaction score, and first response time.
• Identify Bottlenecks: Spot spikes in ticket volume or long resolution times.
• Monitor SLA Compliance: Ensure you’re meeting response and resolution targets.

Notes:

• Dashboards are view-only for Agents; only Admins or users with permission can customise or build new reports.
• Access to Explore and dashboards depends on your role and permissions. If you don't see Explore, check with your admin.

Scenarios

1: Track Your Daily Performance

• Use case:
  • You want to check your daily progress toward ticket-solving goals.
• Action:
  • Open the Support Dashboard > Agent Activity tab.
  • Filter by your name and today’s date.
• Insight:
  • You can see how many tickets you’ve solved, your average handling time, and if you’re keeping up with daily goals.

2: Review Customer Satisfaction (CSAT)

• Use case:
  • You’ve received a few negative CSAT ratings and want to investigate further.
• Action:
  • Open the Satisfaction tab
  • Filter by your name and date range
• Insight:
  • Review trends in satisfaction, read customer comments, and identify areas to improve.

3: Monitor SLA Performance

• Use case:
  • Your team lead noticed some SLA breaches and asked you to review.
• Action:
  • Open the SLA tab.
  • Filter by your name or team.
• Insight:
  • You’ll be able to spot which tickets breached SLA targets (e.g., First Reply Time or Full Resolution Time) and better manage time on similar future tickets.

4: Check Ticket Volume Trends

• Use case:
  • You notice a spike in incoming tickets and want to confirm if it’s affecting the whole team.
• Action:
  • Go to the Overview tab.
  • Filter by team or group and a recent time frame.
• Insight:
  • See ticket trends across the team and identify high-volume days or channels.

5: Prepare for a 1:1 or Review

• Use case:
  • You have a performance check-in with your manager and want to bring relevant data.
• Action:
  • Use the Agent Activity tab.
  • Select the last 30 days and your name.
• Insight:
  • Have insights ready on your ticket volume, CSAT, resolution time, and reopens.

6: Compare Channel Performance (Chat vs Email)

• Use case:
  • You handle tickets via chat and email, and want to see where you’re more efficient.
• Action:
  • Use the Efficiency tab.
  • Filter by Channel: Chat vs Email
• Insight:
  • Compare average reply and resolution times to identify where you're performing best and optimise workload accordingly.

Tips

• For deeper analysis or custom reports, contact your Zendesk admin.
• Use filters regularly to narrow results and keep the data relevant to your role.
• For additional help, visit the Zendesk Explore Help Centre or reach out to your team lead or admin.

For additional information on using Zendesk Explore, please review the following Zendesk Help support articles:

• Navigating the Explore interface
• Getting started with Zendesk Explore for reporting and analytics
• Getting started with Zendesk Explore: Hands-on tutorial