How to Use Zendesk Explore: A Comprehensive Guide
Understanding how to use Zendesk Explore is crucial for businesses aiming to gain actionable insights from their customer support data. Zendesk Explore is a powerful reporting and analytics tool that provides deep insights into customer interactions, helping businesses make informed decisions and improve their customer service. In this comprehensive guide, we will walk you through the essential steps to effectively use Zendesk Explore.
1. Accessing Zendesk Explore
To start using Zendesk Explore, you first need to log in to your Zendesk account. Once logged in, navigate to the “Explore” section from the main menu. If you don’t see the “Explore” option, you may need to enable it from your account settings.
2. Understanding the Dashboard
Upon accessing Zendesk Explore, you will be greeted with the dashboard. This is your central hub for all reporting and analytics activities. The dashboard displays various widgets that provide at-a-glance information about your customer interactions, such as ticket counts, response times, and customer satisfaction scores.
3. Creating a Report
To create a report, click on the “+” button on the dashboard. This will open the report builder, where you can select the metrics, dimensions, and filters you want to include in your report. Metrics represent the quantitative data you want to measure, such as ticket count or response time. Dimensions provide context to your data, such as ticket type or agent name. Filters allow you to narrow down the data based on specific criteria.
4. Customizing Your Report
Once you have selected your metrics, dimensions, and filters, you can customize your report further. You can choose from various chart types, such as bar charts, line graphs, and pie charts, to visualize your data effectively. Additionally, you can add filters, segments, and calculations to further refine your report.
5. Saving and Sharing Reports
After customizing your report, you can save it for future reference or share it with your team. To save a report, click the “Save” button in the top-right corner. You can give your report a name and description, and then save it to your dashboard or a specific folder. To share a report, you can either embed it on a webpage or generate a link to share with others.
6. Scheduled Reports
One of the most valuable features of Zendesk Explore is the ability to schedule reports. This allows you to automatically generate and send reports to your team at predetermined intervals. To set up a scheduled report, click the “Schedule” button while editing your report. You can choose the frequency, recipient email addresses, and even the time of day for the report to be sent.
7. Advanced Reporting
For those who need more advanced reporting capabilities, Zendesk Explore offers various features such as advanced segmentation, predictive analytics, and data exports. These features can help you gain deeper insights into your customer interactions and identify areas for improvement.
Conclusion
By following this comprehensive guide, you can now confidently use Zendesk Explore to unlock the full potential of your customer support data. From creating reports and customizing them to sharing and scheduling them, Zendesk Explore provides a powerful toolset for businesses to enhance their customer service and drive growth.
