Zendesk Explore is a powerful, cloud-based reporting tool that helps businesses collect and analyze data that provides important business insights. Here are some of the common issues you may encounter when working with Zendesk Explore and troubleshooting guidance. I've also included useful tips and tricks to get the most out of the analytics platform.
I can't change the reports in Zendesk Explore
A common problem is that users can't change the reports in Zendesk Explore as they want, or that changes don't save. Here are some troubleshooting tips:
- Make sure you build your query on the right dataset
- Don't build all-in-one queries, keep your queries clean
- Control the filters and use them in the dashboards, not inside the queries.
- Exclude filters on the query in the dashboard to find out which filter is messing it up.
- Bookmarks need some time before they save, don't create them too quickly
Data in Zendesk Explore reports are incorrect
Many people experience that the data in the reports in Zendesk Explore is incorrect, here are some troubleshooting tips:
- On the lower plans of Zendesk Suite and Explore, the data updates once a day
- From Professional and Up, the data updates once an hour, unless you use live data.
- Check all filters, hidden and visible
- There is no data from all datasets in Zendesk Explore that you can compare with data from e.g. Zendesk Support.
Zendesk Explore loads slowly and has performance issues
Do you find that Explore loads slowly or that some queries do not load at all? The report may be showing too much data. Here are some tips:
- Use filters to reduce the amount of data presented.
- Have a minimum date range as a filter to make sure the data loads faster
- Check the network speed
- Restart your browser/PC
I don't have access to all reports in Zendesk Explore
Many people find that they don't see all the reports they know exist in Zendesk Explore. Here are some reasons that may be the cause:
- The reports in Zendesk Explore are linked to the owner, if the owner does not share a report, the report only exists for the owner
- You do not have sufficient access in Explore, accesses are (based on the plan you are on) linked to your role, talk to a Zendesk administrator
- Your user has been downgraded or your access has been removed
- You have multiple users and have logged in with the wrong user
Zendesk Explore tips
Here are some general Zendesk Explore tips:
- Try to limit the number of reports, data analysis is fun for many, but it's inefficient to dive too deep into the data
- Email the most important reports to those who need them (including yourself)
- Use Explore tag on users who do not have a Zendesk license
- Use "Displayed values" to make queries easier to read
- Use "Calculations" to limit the data and remove zero values if it helps you read the data
- Give the attributes that belong together almost equal colors, in queries that compare data
- Use "business hours" as a metric in response time queries
- Consistently use numbers or percentages in queries, and add numbers or percentages as tooltips if needed
- Build queries on the case fields you have added yourself, or add them as filters
- Take random samples using views
Zendesk Explore offers a number of tutorials and instructions that can help you create or modify reports correctly. If you're still having trouble with reports, would like help with Zendesk Explore or would like us to create reports for you? Contact us.